LeadAI Refund Policy – Jan 2025
Service Provider
LeadAI Pty Ltd
Effective Date
21 January 2025
Business Only
B2B Services
REFUND POLICY - APPOINTMENT-SETTING SERVICES
1.1 Scope
This Policy governs only the Service Provider's business-to-business appointment-setting services ('Covered Services') and applies solely when it (or a hyperlink to it) is expressly incorporated into the Client's order form, proposal, or service agreement at the time of purchase (the 'Covered Appointment-Setting Agreement'). If not so incorporated, the purchase is governed exclusively by the LeadAI Terms of Use and Sale. SaaS or other LeadAI offerings are expressly excluded, even if purchased on the same account.
1.2 Business-to-Business Only
The Client warrants it acquires the Covered Services solely for business or commercial purposes and not as a consumer. To the fullest extent permitted by law, the parties contract out of all statutory consumer guarantees.
1.3 Contractual Hierarchy
This Policy, the Covered Appointment-Setting Agreement, the LeadAI Terms of Use and Sale, and any associated payment link constitute the entire agreement on refunds. In the event of inconsistency, this Policy prevails.
1.4 Working-Day Convention
'Working day' (WD) means Monday-Friday, excluding Victorian public holidays. All time periods in this Policy are expressed in working days.
1.5 Client Co-operation & Data Accuracy
The Client must supply accurate, complete, and compliant lead data and respond to any Service-Provider request within five (5) WD. If the Client misses this deadline, it has a further five-WD cure period after written notice from the Service Provider. During any period of non-compliance, the Service Provider may place the Client's refund or replacement claim on hold and suspend all related timelines until the requested information is received in full. If the deficiency is not remedied within the cure period, all refund or replacement rights for the affected appointments lapse automatically.
1.6 No Chargebacks or Withholding
Except where card-scheme rules require otherwise, the Client must not initiate chargebacks, payment reversals, or withhold/offset sums without the Service Provider's prior written consent. An unauthorised chargeback constitutes a breach; if not withdrawn within five WD of notice, the Service Provider may recover the disputed sum, interest at 10% p.a., and full legal-collection costs, and may suspend services.
1.7 Sole Remedy & Liability Cap
Subject to non-excludable statutory rights, the remedies in this Policy are the Client's sole remedies. The Service Provider's aggregate liability for any claim is capped at the fees actually paid by the Client for the specific Covered Services giving rise to the claim. The Client waives any right to indirect, special, incidental, punitive, or consequential damages.
1.8 Amendments
The Service Provider may amend this Policy at any time. The governing version is (a) the version hyper-linked in the Covered Agreement, or (b) the version the Client emails to support@leadai.com.au within seven (7) WD of purchase. If no version is lodged, the version on LeadAI's website at the time of purchase governs.
1.9 Strict Notice; Five-Day Cure
All notices, claims, or disputes by the Client must be emailed in English with read-receipt requested to support@leadai.com.au. A notice sent elsewhere may be re-sent to that address within five WD to remain valid.
1.10 Service Suspension on Dispute
If the Client initiates or threatens any dispute, refund claim, chargeback, collection demand, or similar action, the Service Provider may immediately suspend all services and deliverables without liability until the matter is resolved or withdrawn.
1.11 Non-Disparagement
The Client shall not publish or communicate any false or misleading statement that may damage the Service Provider's reputation; bona-fide regulatory complaints and privileged legal submissions are exempt.
1.12 Technical Outages / Force Majeure
If the Service Provider is prevented from responding or performing due to an IT outage, telecom failure, or other event beyond reasonable control, all deadlines in this Policy are automatically extended for the duration of the event. The Service Provider will notify the Client as soon as reasonably practicable.
1.13 Mandatory Pre-Escalation Notice
(a) Notice Channel. Before commencing or instructing any third party to pursue a claim, dispute, chargeback, debt-collection action, regulatory complaint, or legal proceeding, the Client must first email a Pre-Escalation Notice to support@leadai.com.au with read-receipt enabled. (b) Cure Window. If the Client sends notice elsewhere, it may cure by re-sending the identical notice to support@leadai.com.au within five WD. (c) Suspension While Pending. Until a valid Pre-Escalation Notice is given and the Service Provider has ten (10) WD from confirmed receipt to respond, all refund clocks are paused and the Service Provider may suspend services. (d) Persistent Non-Compliance. If the Client escalates a claim without providing a valid Pre-Escalation Notice and fails to cure, any refund or replacement entitlement is suspended until proper notice is given. (e) Reasonableness. The Client acknowledges this clause is reasonably necessary to allow prompt, low-cost resolution of disputes.
Covered Services
LeadAI's appointment-setting services described in the Covered Agreement.
Service Term
Default 30 WD from the agreed commencement date, unless extended in writing.
Qualified Appointment
Appointment delivered within the Service Term (or extension) that meets all agreed qualification criteria and is validated by the Service Provider.
Non-Qualified Appointment
Appointment that fails those criteria as confirmed solely by the Service Provider.
Undelivered Appointment
Appointment due within the Service Term (plus extension) but not delivered.
Replacement Period
Up to 30 WD after the Service Term in which the Service Provider may deliver replacement Qualified Appointments instead of issuing a refund.
Dialing Commencement Confirmation
The email with subject 'LeadAI Dialing Commencement Confirmation' signalling official commencement of dialing.
Important Notice
This Policy applies only to LeadAI's appointment-setting services. SaaS or other LeadAI offerings are expressly excluded. All refund requests must be submitted via email to support@leadai.com.au within the specified timeframes.
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Response Time
We aim to respond within
10 working days
END OF REFUND POLICY