Refund policy

DepotProof is a monthly subscription with a free trial, billed through Polar as the merchant of record. This policy says when we refund a payment and how to ask. It sits beside the terms of service, and nothing in it takes away the rights you have under the Australian Consumer Law or the New Zealand Consumer Guarantees Act.

The trial

Every new account starts with 14 days free. A card is taken when the trial starts so that the service can continue without interruption, and it is charged on day 15 unless you cancel before then. Cancel during the trial and nothing is charged at all. There is nothing to refund, because nothing was taken.

If you meant to cancel before day 15 and did not, write to help@depotproof.com within 14 days of the charge. If the account recorded no handovers after the trial ended, we refund that first charge in full.

Monthly fees

The fee is charged monthly in advance. When you cancel, the subscription runs to the end of the period already paid for and stops. We do not refund the unused part of a month, because the service was available for the whole of it and the price is set on that basis.

When we refund

We refund in full, without argument, when:

• you were charged twice for the same period, or charged after cancelling;
• the amount charged does not match the price shown on our site and at the checkout;
• the service was unavailable to you for a substantial part of a billing period because of a fault on our side, and you tell us within 14 days of the period ending; or
• the law requires it.

We consider a refund of the most recent charge, case by case, when something else has gone wrong that was our fault. Tell us what happened; we read every request.

When we do not refund

We do not refund for time left in a month after you cancel, for periods where the service was available but not used, for a change of mind after the trial, or for a staff member's misuse of the account. A refund is also not the remedy for a report you disagree with: the report prints what was photographed and signed, and we cannot change it after the fact.

How to ask

Send the request from the Support screen in the app, which attaches your account so we can find the charge, or write to help@depotproof.com with the email address on the account and the date of the charge. We answer within one business day.

Refunds are issued through Polar to the payment method that was charged. They usually appear within five to ten business days, depending on your bank.

Please ask us before raising a dispute with your bank. A chargeback on a charge we would have refunded anyway costs everyone time and may suspend the account while it is investigated.

Cancelling is not the same as a refund

Cancelling stops future charges and is done from the Billing screen at any time, without asking us. A refund returns a payment already made and is requested as above. Cancelling does not by itself trigger a refund, and asking for a refund does not cancel the subscription; if you want both, do both.

Your statutory rights

If you are a consumer under the Australian Consumer Law or the New Zealand Consumer Guarantees Act, you have guarantees about the service that this policy cannot reduce, including remedies where the service is not fit for purpose or not supplied with due care and skill. Where those laws give you more than this policy does, the law applies.

Contact

Refund requests and questions: the Support screen in the app, or help@depotproof.com.