> For the complete documentation index, see [llms.txt](https://support.caasie.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.caasie.co/legals/caasie-legals/refund-policy.md). # Refund Policy Last updated: September 24th 2026\ Effective: October 1st 2026 12:00am AEST (UTC+10) This Refund Policy forms part of the CAASie User Terms & Conditions (**Terms**) and should be read together with those Terms.\ \ For the purposes of this policy, a Refund means the return of funds to a payment method or financial account. #### 1. General Rules CAASie generally does not provide Refunds for Credit spend already incurred, including but not limited to: * Credits applied to delivered impressions; * variances in delivery volume, timing or locations; and * campaigns that ran partially or did not fully deliver due to inventory or artwork approval constraints. This reflects the nature of programmatic buying, where spend is incremental and tied to impressions actually won and served. **1.1 Refunds for unused Credits** (a) Unused Credit balances are not eligible for a Refund except upon account closure, where required by law, or where approved by CAASie in exceptional circumstances. (b) Except where otherwise required by law, only unused purchased Credits purchased within the 12 months immediately preceding a refund request are eligible for a Refund. Credits purchased more than 12 months before the refund request are not eligible for a Refund. (c) Credits that are not eligible for a Refund under paragraph (b) do not expire solely because they are no longer eligible for a Refund and remain available for use toward CAASie advertising services, subject to any separate Credit expiry provisions that may apply under the CAASie User Terms and Conditions. (d) Refund requests for unused Credits must be made in writing by contacting . **1.2 Fees & Deductions** (a) A standard administration fee applies to Refunds and is deducted from the eligible unused Credit balance. This fee will be 25 units of the currency used for the original invoice or payment (for example, AUD 25, USD 25, GBP 25 or EUR 25). (b) Where the unused Credit balance eligible for a Refund is less than the applicable administration fee, no Refund will be processed as the balance is insufficient to cover the fee. (c) Refunds will be made to the original payment method, where reasonably practicable. (d) Bank, merchant, foreign transaction or other payment processing fees payable by CAASie in connection with a Refund may be deducted from the Refund, to the extent permitted by law. (e) Complimentary Credits are not eligible for a Refund. **1.3 Refund Processing Timeframes** Where a Refund is approved, CAASie will process the Refund within a reasonable period. Refunds are typically processed within 7–14 business days; however, actual timeframes may vary depending on the payment method, currency, banking institution and your location. #### 2. Errors, Disputes & Chargebacks If you believe a charge or Credit application error has occurred: * contact promptly so we can investigate and, where appropriate, correct the error; and * chargebacks initiated without prior discussion may result in account suspension or closure. #### 3. Mandatory Statutory Rights (a) Statutory Rights: Certain legislation, including the Australian Consumer Law, may provide guarantees, remedies or other rights that cannot lawfully be excluded, restricted or modified. This policy must be read subject to those rights. (b) International Users: If you access or purchase our Services from a jurisdiction with mandatory consumer protection laws, including the United Kingdom or European Union, this policy does not exclude or limit any refund, withdrawal, cooling-off or other consumer rights that cannot lawfully be excluded or limited. (c) Limitation of Liability: To the extent permitted by law, where our liability for breach of a non-excludable guarantee, condition, warranty or other statutory obligation can lawfully be limited, our liability is limited to the remedies permitted under applicable law. #### 4. Changes to Policy We may update this policy from time to time. #### 5. Contact If you have questions about this policy or wish to request a Refund: Email: