Refund Policy

Summary

RopeLogix subscriptions are billed in advance for each month. You can cancel at any time and stop being charged for future months. We don’t refund unused time on the current month, with two exceptions: a 14-day evaluation window on your first subscription, and where Australian Consumer Law requires a refund.

1. Personal plan

The Personal plan is free. There is nothing to refund. You can close the account from the Profile page at any time.

2. Crew and Operator plans

These plans bill monthly in advance. When you cancel, your subscription stays active until the end of the current billing period and then stops. You will not be charged again.

No partial refund is issued for the portion of a month you don’t use after cancellation. If you cancel halfway through a month, you keep full access for the remaining days but the month you already paid for is not refunded.

3. Annual plans

Annual plans are paid in advance for twelve months at a 15% discount against the monthly rate. When you cancel, your subscription stays active until the end of the paid year and then stops.

Outside the 14-day evaluation window below, we do not refund the unused portion of an annual term. If you need to stop partway through a year, contact us — we would rather talk about it than have you stuck.

4. Additional active technicians

Your plan includes a number of active technicians (5 on Crew, 10 on Operator). An active technician is someone with a technician or supervisor role who, during the billing period, was assigned to at least one job or logged at least one logbook entry. Office and administrative accounts that never go on the ropes are not counted.

If you go over the included number, the additional technicians are charged at the rate shown on your plan. We reconcile this quarterly rather than in real time, so a busy month does not produce a surprise mid-cycle charge. We will always show you the figure we are billing against before we charge it.

Additional-technician charges already billed are not refunded, because the work they cover has already been recorded. If you believe a count is wrong, contact us and we will show you which technicians were counted and why.

5. 14-day evaluation window

If your first paid subscription on RopeLogix is on a Crew or Operator plan, you have 14 days from the first charge to request a full refund of that first month’s payment. After 14 days, the standard policy above applies.

To request the evaluation refund, email support@ropelogix.com within the 14-day window with the email address on the account. We process eligible refunds within 5 business days.

6. Logbook portability charge

The one-off Logbook Portability charge is non-refundable once the portability transfer has been initiated. If the transfer was charged but not initiated due to a technical fault on our side, contact support and we will refund or retry at your option.

7. Charges that were a mistake

If you were charged in error — duplicate charge, charge after a confirmed cancellation, charge to the wrong card — contact support@ropelogix.com with the transaction details. We will investigate and refund verified errors in full within 5 business days.

8. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee or right that you have under the Australian Consumer Law that cannot lawfully be excluded. If the platform fails to do what you reasonably expect a paid software service to do, you may be entitled to a refund or other remedy. Contact us first; we will work with you to resolve the issue.

9. How refunds are paid

Refunds are issued back to the original payment method. The processing time depends on the card issuer or bank — typically 3 to 10 business days after we approve the refund. Payments are processed by Paddle, our merchant of record.

Contact

Refund requests and billing questions: support@ropelogix.com