Refund and Cancellation Policy

Last updated: 19 October 2026

1. The scope of this policy

This policy covers the subscription your business pays TowConnect, and it forms part of our Terms of Service. It does not cover money your own customers pay you, including through a payment link your workspace sends: you are the merchant for those payments, they go to your own payment provider account, and refunds and disputes about them are settled in that account, between you and your customer.

2. Closing your workspace

• Open Settings, then Plan and billing, in your workspace and press "Close this workspace". Your subscription ends that day and nothing further is charged.
• Closing waits for money that is still moving: an unpaid charge, a payment still clearing at the bank, a card entry left open, or a refund still settling. Your workspace shows which of them applies, under Settings, then Plan and billing, where an unpaid charge can be paid; the others clear on their own. If you would rather we cleared one for you, write to billing@towconnect.co.
• A workspace on a monthly cycle remains open to the end of the month you have paid for, and then becomes read-only. A paused workspace is already read-only, so it closes on the day you close it, and you keep everything a paused workspace keeps. A workspace on a yearly term remains open to the end of the term you have paid for, and then becomes read-only. Once a closed workspace is read-only, you may still sign in, read everything, export it, print your statutory registers and release vehicles. What stops is new work.
• Nothing is deleted, and no period begins to run. A workspace you have closed yourself is retained as it is for as long as you are likely to want it back. If we ever need to set a limit on that, you receive the notice in clause 20 of the Terms of Service, the date, and a download before anything is deleted.

3. Exporting your data

Export your workspace at any time from Data, then Export data, including while it is read-only. The export carries your jobs, clients, accounts, invoices, storage records, trucks, drivers, driver hours and your photographs and documents. Anything too large for a single archive is listed inside it, and we will send those files on request.

Your statutory registers are not in that export. They are approved-form documents that must be printable on demand for police or an inspector, and are therefore printed from the Registers page in your workspace. Print the packs you are required to keep while your workspace is open, and retain those printed packs: they are the record an inspector asks for.

4. Reopening and resuming

• To reopen a workspace you have closed, open Settings, then Plan and billing, and press "Reopen this workspace". You may do so at any time. Nothing is deleted while it is closed, and if we ever needed to set a limit on how long we hold one we would notify its owner first, with the date and a download.
• A workspace on the paused plan resumes onto its full plan from the day you press "Resume full workspace" under Settings, then Plan and billing, and is charged that day at the price published for that plan. The unused part of a paused month is not carried over.
• To move onto the paused plan, open Settings, then Plan and billing, and under "Close this workspace" press "Pause my workspace".
• If you pause a workspace on a yearly term, the whole months left on the year are credited against the paused plan and are not refunded, so nothing further is charged until the credit is used up.

5. Trials

• The trial runs for 14 days, requires no payment card, and charges nothing.
• At the end of the trial your workspace becomes read-only until you start a subscription. You may start one at any time: open Settings, then Plan and billing, and press "Start your subscription".

6. Yearly terms and discounts

• Your billing cycle is monthly or yearly, as selected by you. It is shown under Settings, then Plan and billing, and on every receipt.
• A yearly term is paid for the year, and is a minimum term. It is priced below twelve monthly charges because it is fixed for the year. If you close before the term ends, your workspace remains open to the end of the term you have paid for, and then becomes read-only; the unused part is not refunded, except where the Australian Consumer Law requires it.
• To move to monthly billing when the year ends, open Settings, then Plan and billing, then Change plan, and press "Switch to monthly"; the year runs to its end and monthly charges begin after it. To stop paying altogether, close your workspace: open Settings, then Plan and billing, and press "Close this workspace". A yearly workspace remains open to the end of the year you have paid for, and nothing further is charged.
• A discount applied to your subscription runs for the period we notified to you when it was applied. When it ends, the standard price for the plan you are on applies. That is not a price increase, so the notice in clause 11 does not apply to it.

7. The refunds we make

We refund:

• a charge made in error;
• a duplicate payment;
• anything charged after a cancellation had already taken effect;
• and any amount we have agreed with you as goodwill.

A refund goes back to the card that paid it, and we do not deduct the payment provider's fee on the original charge. It is returned once our payment provider has settled it, and you receive an adjustment note for your records under Settings, then Plan and billing, and by email. If that card can no longer take the refund, we will pay the amount to you another way.

8. What we do not refund

We do not refund the unused part of a month after you close a workspace. A workspace on a monthly cycle remains open to the end of the month you have paid for, and then becomes read-only. A paused workspace is already read-only, so it closes on the day you close it, and you keep everything a paused workspace keeps. On a yearly term the workspace remains open to the end of the term you have paid for, and then becomes read-only; the unused part is not refunded, except where the Australian Consumer Law requires it. Pausing instead credits the whole months left on the year against the paused plan.

9. A charge you consider wrong

Write to billing@towconnect.co with the receipt number. If the charge is wrong we will say so in writing and refund it. You are not required to open a dispute with your bank in order to be heard, and writing to us first is faster than one.

10. A payment that fails

• We reattempt the card after 1 day and again after 3 days, and we email you each time an attempt fails, stating the date of the next attempt.
• After 7 days the workspace goes read-only and free of charge. You may still sign in, read, export, print your registers, release vehicles and be paid by your own customers.
• After a further 30 days with the amount still outstanding, the workspace is locked out: you can then sign in only to pay, under Settings, then Plan and billing, or to print your statutory registers, under Jobs, then Registers. Paying reopens it automatically from either state, and no authorisation is required.
• Nothing is deleted while a workspace is read-only or locked out. A locked-out workspace is kept at least 180 days, and if we do delete one we will email its owner the deletion date and a download of the data before anything is deleted.

11. Prices

• The price you pay is the price published for your plan and the billing cycle you select, on our pricing page, at the time you subscribe. It is shown under Settings, then Plan and billing, and on every receipt, and GST is added to it where we are registered to charge GST.
• Your first 3 monthly charges are at the introductory price published with the plan you select. After those, the standard price for your plan applies.
• Before your introductory charges end we email you twice, so that the first charge at the standard price is expected.
• A change to the published price of a plan takes effect for a subscription already running no sooner than 30 days after we notify you of it. We will email you at least 30 days before the new price applies, and you may close your workspace before it does. A reduction applies as soon as it is published.
• Where your workspace is above the jobs a month published for your plan, we move you to the plan above and give you notice first; the notice period for a plan move is published beside the jobs a month on our pricing page and under Settings, then Plan and billing. Moving you to another plan is not an increase to the price of the plan you are on, so the 30 days' notice of a price change does not apply to it.

12. Your rights under the Australian Consumer Law

Nothing in this policy limits the consumer guarantees you have under the Australian Consumer Law. Where those guarantees apply and we have not met them, you are entitled to the remedy the law gives you, whatever this policy says.

13. Contact

Enquiries about a charge, a receipt or a refund: billing@towconnect.co.