This Refund Policy explains when and how you can request a refund for a Chlor subscription. It forms part of our Terms of Service. Nothing in this policy excludes, restricts or modifies any consumer guarantee under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) (“ACL”).
1. 14-day cooling-off for new subscriptions
We offer a 14-day cooling-off period for first-time paid subscriptions on every plan. If you start a paid plan and decide within 14 days that Chlor is not right for you, contact us at support@chlor.app and we will arrange a full refund of the fees paid. The cooling-off period:
- starts on the day your first paid invoice is issued by Paddle (not when your free trial begins);
- applies once per business — not to subsequent renewals;
- is honoured even if you have used the Service during the cooling-off window.
The 14-day cooling-off offer is a Chlor goodwill commitment and is in addition to (not instead of) any rights you have under the ACL.
2. Monthly subscriptions after the cooling-off period
Monthly subscriptions can be cancelled at any time from the Billing settings page. Cancellation takes effect at the end of the current monthly billing period and prevents further charges. We do not offer pro-rata refunds for unused days within a monthly billing period unless required by the ACL or another consumer protection law.
3. Annual subscriptions after the cooling-off period
If you cancel an annual subscription after the 14-day cooling-off window, you may, at our discretion, receive a pro-rata refundof the unused months, calculated as: (annual fee paid) × (whole calendar months remaining / 12), less any discount you received for paying annually instead of monthly. We reserve the right to instead allow you to continue access until the end of your prepaid term.
4. Failure-to-supply remedies under the ACL
Under the ACL, our Service comes with consumer guarantees that cannot be excluded. These include guarantees that the Service will be:
- provided with due care and skill;
- fit for any purpose we have agreed with you;
- provided within a reasonable time.
If we fail to meet a consumer guarantee, you may be entitled to:
- a remedy— we will re-supply or fix the affected service for a minor failure;
- for a major failure (such as a prolonged outage that prevents use of the Service), you may cancel the subscription and receive a refund for any unused portion, and you may be entitled to compensation for any reasonably foreseeable loss or damage.
These ACL rights apply regardless of the time elapsed since purchase. The remedies set out elsewhere in this policy are offered in addition to your ACL rights.
5. SMS top-ups, add-ons and one-off purchases
Pay-as-you-go SMS credits, premium add-ons and other one-off purchases are non-refundable once consumed. Unused credits remain on your account for the period stated at purchase. ACL guarantees continue to apply where the credits or add-ons are not delivered as described.
6. How refunds are processed
Because Paddle.com Market Ltdacts as the Merchant of Record for our subscriptions, all refunds are processed back to the original payment method through Paddle. Refunds typically appear on your statement within 5–10 business days, depending on your card issuer or bank. You will receive a refund confirmation email from Paddle once processed.
7. How to request a refund
To request a refund, please email support@chlor.app with the following information:
- the email address registered to your Chlor account;
- the invoice number(s) you would like refunded;
- a brief reason for the request (so we can improve).
We aim to respond to refund requests within 3 business days. If your refund relates to a possible failure to comply with a consumer guarantee, we may ask follow-up questions to assess the appropriate remedy.
8. Disputes
If you are not satisfied with the outcome of a refund request, you may escalate the matter under the dispute resolution clause of our Terms of Service, or contact the consumer affairs body in your State or Territory (for example, NSW Fair Trading or the Australian Competition and Consumer Commission).
Questions about a refund? Email support@chlor.app. This policy is offered by Chlor.