Refund policy
Last updated April 2026
PropAlly is a self-serve subscription product. You can cancel any paid plan or add-on from your account at any time. Cancellation stops future charges; the cancellation itself is not refundable unless one of the situations below applies.
This page is written plainly. If anything here conflicts with your rights under the Australian Consumer Law, the ACL wins — we don't exclude any consumer guarantees you're entitled to.
7-day goodwill refund
If you're within seven days of your first paid charge on any plan or add-on and you haven't used a paid feature meaningfully (for example, generated a BondShield PDF package or processed email documents through AI), email support@propally.com.au and we'll refund the charge in full. No pushback, no form-filling.
The "meaningful use" wording is there so we can keep the refund window simple for honest customers while not letting a handful of bad actors drain our AI budget and chargeback. If in doubt, ask us.
Cancellations after 7 days
You can cancel any time. Your plan stays active until the end of the billing period you've paid for, then drops to Free — you keep your data (properties, photos, bond evidence, expense history) forever. We don't prorate unused time in the middle of a billing period, because we'd rather keep the pricing honest at the top of the funnel than litigate days here.
Billing errors + duplicate charges
If you spot a duplicate charge, a charge for a plan you cancelled, or any other billing error, email support with the charge date and we'll investigate and refund within seven business days.
For failed-delivery issues — e.g. a feature that's materially not working as described for your account — we will either make it work for you, issue a credit, or refund the affected billing period, your choice.
Free trials
Paid tier subscriptions (Starter, Pro, Business) include a 7-day free trial. We collect your card at signup but don't charge it until the trial ends. Cancel any time during the trial at no cost; you can do this from the Plans page in your account. Add-ons (Email Basic, Email Unlimited) don't have a trial — we explain why in our pricing FAQ.
Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. If PropAlly fails to meet a consumer guarantee — for example, a major failure of the service — you're entitled to a refund, replacement, or compensation for reasonably foreseeable loss as set out in the law, regardless of what this page says. Contact support and we'll sort it.
How to request a refund
- Email support@propally.com.au from the address on your PropAlly account.
- Include the charge date, amount, and a sentence on what went wrong (or "within 7 days, changed my mind" is fine for goodwill refunds).
- We'll acknowledge within one business day and process approved refunds back to the original card via Stripe within seven business days.