Refund Policy

This Refund Policy explains when and how RA1 Labs Pty Ltd (ABN 44 688 244 484; ACN 688 244 484) issues refunds for the services we provide. It applies in addition to our Terms of Service.

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that is conferred on you by the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any equivalent UK or US consumer protection law that cannot lawfully be excluded. If there is any conflict between this policy and your statutory rights, your statutory rights prevail.

We sell professional services — design, build and ongoing maintenance of automation systems. These are bespoke, time-and-skill based services, not goods. Two consequences follow:

• Once we have started work on your engagement, the time and skill we have spent cannot be returned to us. Refunds are calculated on what has and hasn't yet been delivered, not as a reset to zero.
• The Australian Consumer Law's "consumer guarantees" for services apply: the services must be supplied with due care and skill, fit for any specified purpose, and provided within a reasonable time.

When you sign up for a build package, the setup deposit is paid up-front before work begins. It funds the discovery and scoping phase and reserves your delivery slot in our queue.

Before we have started discovery or scoping: if you change your mind within 24 hours of payment and we have not yet held a kick-off call or begun work, we will refund the deposit in full, less any non-recoverable third-party fees (e.g. Stripe processing fees, which are typically 1.7%–4%).

After we have started work but before delivery: the deposit is generally non-refundable, on the basis that we have already incurred costs and reserved capacity for you. However, if there is a "major failure" (see Section 6) we will refund a fair portion of fees paid for work not yet rendered.

Final-milestone payments (paid at delivery) are payable on delivery of the agreed scope. If delivery is delayed materially due to our fault, we will work with you to remediate or refund a proportionate amount.

Retainers are billed in advance, monthly. You may cancel a retainer at any time:

• Cancellation notice: 14 days, in writing to ra1labs@pm.me. The next billing cycle will not be charged once notice is acknowledged.
• No partial-month refunds for the current paid period. The retainer remains active until the end of the period for which it has been paid, so you can continue to make use of it.
• If we have failed to deliver retainer hours we promised in a given month, contact us and we will either credit unused hours forward or refund the proportionate value.

Custom engagements are governed by the specific Statement of Work signed for that engagement. Where the SOW is silent, the principles in this policy apply.

Under the Australian Consumer Law, if we provide a service with a "major failure" you have the right to:

• Cancel the contract and receive a refund for any unused portion of the service, or
• Keep the contract and seek compensation for the difference between the value of what was supplied and what was paid.

A "major failure" is one that:

• Cannot be readily put right within a reasonable time, or
• Differs substantially from what was reasonably expected, or
• Is unsafe, or
• Was so significant a failure that you would not have engaged us if you knew about it in advance.

For minor problems we have the right to choose between repair, re-supply or refund, and we will fix things at no additional cost where reasonable to do so.

UK and EU customers have similar rights under the Consumer Rights Act 2015 and equivalent law. US customers are entitled to remedies for material breach under the law of the relevant state.

The following are not refundable in the absence of a major failure:

• Change of mind after work has commenced (the Australian Consumer Law does not require change-of-mind refunds for services).
• Failure to provide inputs. If we cannot deliver because you have not supplied the agreed access, content, or approvals despite reasonable follow-up, the engagement remains payable.
• Third-party costs we have already paid on your behalf — for example, OpenAI API credits, hosting fees, or domain registrations — these are billed at cost and cannot be reversed.
• Currency conversion losses if you have asked to be invoiced in your local currency and exchange rates have moved against you.
• Service interruptions caused by third parties — n8n, OpenAI, Stripe, your CRM, etc. We will help you remediate but cannot refund based on third-party outages outside our control.

Email ra1labs@pm.me with:

• Your name and the email used to sign up
• The package or invoice number
• A short description of the issue
• What outcome you are seeking

We aim to acknowledge within 2 business days and resolve within 14. Refunds are issued to the original payment method, in the currency originally charged. Stripe processing fees on the original transaction are not refundable to us; we may pass these through where lawfully permitted, and we will tell you in advance if so.

If you have a concern about a charge, please contact us first — chargebacks initiated without first contacting us cost both parties money and time, and we will almost always resolve issues directly faster than your bank can. We reserve the right to dispute chargebacks where we believe the charge is valid.

If we cannot resolve your refund request directly, you may:

• Australia: contact your state or territory consumer protection agency, or the Australian Competition and Consumer Commission (accc.gov.au). Disputes may also be lodged with VCAT for Victorian-based engagements.
• UK: contact your local Trading Standards office or Citizens Advice (citizensadvice.org.uk).
• US: contact your state Attorney General's office or the Federal Trade Commission (ftc.gov).

RA1 Labs Pty Ltd
L7, 570 St Kilda Road, Melbourne VIC 3004, Australia
Email: ra1labs@pm.me