Refund Policy

1. Overview

LLND Architect provides Software-as-a-Service (SaaS) subscriptions that deliver immediate access to digital tools, AI processing capacity, and data storage. Because the Services are delivered digitally and consumed immediately upon access, refunds are generally limited. This policy sets out the specific circumstances where refunds will be granted, consistent with our obligations under the Australian Consumer Law (ACL).

All purchases are processed directly by LLND Architect. Refund requests should be directed to us at hello@llndarchitect.com.au and we will process approved refunds according to the original billing arrangement.

2. Australian Consumer Law Rights

Nothing in this Refund Policy limits, excludes, or modifies your rights under the Competition and Consumer Act 2010 (Cth), Schedule 2 (Australian Consumer Law).

Under the ACL, consumer guarantees apply to the supply of services. If the Services we supply have a major failure, you are entitled to a refund. A major failure includes where:

• the Platform would not have been acquired by a reasonable person had they known about the problem;
• the Services are substantially unfit for the purpose we said they would serve;
• the Services are not of acceptable quality; or
• the Services do not match any description we provided to you.

If the failure is minor, we may choose to fix or re-supply the Services rather than issue a refund.

To the extent our services are supplied to a business (not a consumer as defined by the ACL), the consumer guarantees may not apply, but our general commitment to fairness does.

3. Subscription Refunds

3.1 General Position

Monthly subscription fees are non-refundable once a billing period has commenced and you have had access to the Platform. This is because:

• digital access to the Platform, AI generation capacity, and data storage are delivered immediately upon payment; and
• the cost of AI processing (Gemini API) and infrastructure is incurred by us on your behalf from the start of each period.

3.2 30-Day Goodwill Refund Window (First-Time Subscribers)

For first-time subscribers who have not previously held an active subscription, we offer a 30-day goodwill refund on the initial monthly subscription payment, provided:

• you request the refund within 30 days of the initial charge;
• you have generated fewer than 3 Assessments in total; and
• the refund request is made in good faith (i.e., not as a mechanism to circumvent payment).

This goodwill refund is a discretionary policy, not a legal entitlement (except where an ACL major failure exists). We reserve the right to decline requests we reasonably believe are abusive or made in bad faith.

3.3 Subsequent Billing Periods

Subscription fees for renewal periods are non-refundable once charged, except where required by the ACL or where we have made a billing error.

4. Qualification Slot Add-Ons

Qualification Slot add-ons are non-refundable once activated. A Slot is activated when you assign a qualification code to it and it becomes available for Assessment generation.

This is because:

• Qualification Slots represent a specific, consumed entitlement tied to a qualification code;
• once activated, we have incurred infrastructure and API costs on your behalf; and
• Slots cannot be transferred to a different qualification code.

If you accidentally purchase a Qualification Slot and have not yet assigned a qualification code to it, please contact us within 48 hours of purchase and we will consider a refund at our discretion.

5. Free Trials and Promotional Offers

Where we offer a free trial or promotional pricing period, no payment is taken during the trial. At the end of the trial, access pauses unless we manually activate a paid plan after your Contact Us request or written agreement.

Promotional pricing is non-refundable unless required under the ACL. Refunds are not available for the difference between a promotional price and the standard price after a promotion ends.

6. Annual Plans

Annual plans are offered at a discounted rate (approximately 20% off the monthly equivalent). Annual plan fees are paid upfront and are generally non-refundable. However, we will consider pro-rata refunds for the unused portion of an annual plan in the following circumstances:

• we materially reduce the core features of the plan such that the plan no longer meets its described purpose;
• we cease operations or discontinue the Platform; or
• a major failure under the ACL exists.

To request a pro-rata refund on an annual plan, contact us at hello@llndarchitect.com.au with the subject line "Annual Plan Refund Request". We will assess each request on its merits.

7. Cancellation

You may cancel your Subscription at any time via the billing settings in your dashboard or by contacting us. Cancellation stops future renewals — it does not result in a refund of the current billing period (unless the 30-day goodwill window in clause 3.2 applies or an ACL right exists).

After cancellation:

• you retain access to the Platform until the end of the current paid billing period;
• your data is retained for 60 days post-cancellation to allow export, then deleted; and
• you can reactivate your subscription at any time.

8. Failed AI Generations

The Platform is designed to automatically reverse any Assessment generation reservation if the AI pipeline fails before producing a completed Assessment. This means your generation balance is not permanently deducted for a failed generation.

If you believe a generation failure was not properly reversed and your balance was incorrectly reduced, contact us at hello@llndarchitect.com.au with details of the Assessment ID and date. We will investigate and manually correct any billing error.

We do not issue monetary refunds for individual failed AI generations where the balance is correctly reversed, as no monetary charge corresponds to a single generation event.

9. How to Request a Refund

To request a refund, please contact us:

• Email: hello@llndarchitect.com.au
  Subject: "Refund Request — [Your Organisation Name]"

Please include in your request:

• your full name and organisation name;
• the email address associated with your account;
• the amount charged and the date of the charge;
• the reason for the refund request; and
• any supporting information (e.g., description of a Platform failure).

We will acknowledge your request within 2 business days and advise you of our decision within 10 business days.

10. Refund Processing and Timeframes

Once a refund is approved by us, we will process it within 5–10 business days. Timing may vary depending on the original billing arrangement and financial institution processing times.

Refunds are issued to the original payment method. If the original payment method is no longer available, we will work with you to identify an alternative.

Refunds are in Australian Dollars (AUD). If you paid in a foreign currency, your bank's exchange rate and any conversion fees at the time of refund are beyond our control.

11. Chargebacks and Disputes

We encourage you to contact us before initiating a chargeback or payment dispute with your bank or card issuer. We are committed to resolving billing issues fairly and promptly.

If you initiate a chargeback that we determine to be unjustified (e.g., where the charge was legitimate and you had not contacted us for resolution), we reserve the right to suspend your account pending resolution and to dispute the chargeback with the relevant payment network.

12. Contact Us

For all refund enquiries, billing corrections, or cancellation assistance: