Legal

Refund Policy

Last updated: 17 March 2025 · Effective: 17 March 2025

✅

Consumer Protection Commitment

This Refund Policy is prepared in compliance with Australia's Consumer Protection (Fair Trading) Act 2003 (CPFTA) and the Electronic Transactions Act 2010 (ETA). We are committed to fair and transparent refund practices.

📋 Refund Policy at a Glance

Day Money-Back Guarantee

5–10

Business Days Processing

100%

Full Refund, No Questions

1. 30-Day Money-Back Guarantee

AdGuard AU offers a full 30-day money-back guarantee on all paid subscription plans (Starter, Pro, Enterprise). If you are not completely satisfied with the Service for any reason, you may request a full refund within 30 calendar days of your first payment date for that subscription.

This guarantee applies when:

You are within 30 days of your first payment for the current plan;
This is your first refund request (one per customer);
Your account is not suspended for Terms of Service violations.

2. How to Request a Refund

To initiate a refund, please follow these steps:

Email Us

Send an email to support@adguard.com.au with the subject line: "Refund Request — [Your Registered Email]"

Include Your Details

Provide your registered email address, the plan you subscribed to, the date of payment, and optionally your reason for cancellation.

Receive Confirmation

We will acknowledge your request within 1 business day and confirm eligibility.

Refund Processed

Eligible refunds are processed by Paddle within 5–10 business days to your original payment method.

3. Refund Eligibility — Plan by Plan

Plan	Price	Refund Window	Refund Amount
Free	SGD 0 / mo	N/A	N/A — no charges
Starter	SGD 39 / mo	Within 30 days of first payment	100% of first payment
Pro	SGD 99 / mo	Within 30 days of first payment	100% of first payment
Enterprise	SGD 229 / mo	Within 30 days of first payment	100% of first payment
Annual Plans (any tier)	As listed	Within 30 days of first annual payment	100% of annual payment

* GST (where applicable) is included in the refund amount.

4. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

Refund request is made after the 30-day guarantee window has expired;
A refund has already been issued to you for a previous subscription to the same plan;
Account was suspended or terminated due to violation of our Terms of Service;
Subscription was obtained through a promotional offer that explicitly excluded refund eligibility;
Chargeback or payment dispute has been initiated through your bank or card issuer;
Free plan usage — no charges apply.

5. Cancellation vs. Refund

🔔 Cancellation Only

Cancel anytime via Account Dashboard
Service continues until end of paid period
Automatically reverts to Free plan
No refund issued (after 30-day window)
Data retained per Privacy Policy

💰 Cancellation + Refund

Request within 30 days of first payment
Email support@adguard.com.au
Account reverts to Free plan immediately
100% refund to original payment method
Processed in 5–10 business days

6. Payment Processing by Paddle

All payment transactions are processed by Paddle.com Market Limited, which acts as the Merchant of Record for AdGuard AU subscriptions. This means:

Your payment receipt will show "PADDLE.NET* ADGUARDSG" on your statement;
Refunds are issued by Paddle directly to your original payment method;
For technical payment issues, you may also contact Paddle support at paddle.com;
Accepted payment methods: Visa, Mastercard, American Express, PayPal.

AdGuard AU does not store your full card details. All card data is handled securely by Paddle under PCI DSS Level 1 compliance.

7. Currency and GST

All prices are displayed in Australia Dollars (SGD) and are inclusive of Australia Goods and Services Tax (GST) at the prevailing rate (currently 9% effective 1 January 2024).

Refunds will be processed in SGD. For payments made in other currencies, the refund amount may vary slightly due to exchange rate fluctuations — AdGuard AU is not responsible for such variances.

8. Dispute Resolution

If your refund request is denied and you believe this is in error, you may:

Reply to our refund decision email requesting escalation to our senior support team;
If still unresolved, contact the Consumers Association of Australia (CASE) at www.case.org.sg for mediation under the CPFTA;
For disputes involving digital goods under SGD 10,000, you may also file a claim with the Small Claims Tribunals Australia.

9. Policy Changes

We reserve the right to amend this Refund Policy. Changes will be communicated via email at least 14 days before they take effect. The policy applicable to your subscription is the version in force at the time of your purchase.

10. Contact Us

AdGuard AU Pte. Ltd.
Australia

Refund enquiries: support@adguard.com.au

Response time: within 1 business day

Business hours: Monday – Friday, 09:00 – 18:00 SGT (UTC+8), excluding Australia public holidays.