> 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/user-terms-and-conditions/annexure-a-refund-policy.md). # Annexure A - Refund Policy Last Updated: February 5, 2026 ### 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. * Campaigns that ran partially or did not 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) Refunds of unused credit balances are not provided except upon account closure or where required by law or approved by CAASie in exceptional circumstances. (b) Refund requests for unused credit must be made in writing by contacting . #### **1.2 Fees & Deductions** (a) A **standard administration fee** applies to refunds and is deducted from the remaining credit balance. This fee will be **25 units** of the currency used for the original invoice or payment (e.g. AUD, USD, GBP, EUR). (b) Where the unused credit balance 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.** (d) Bank, merchant, and foreign transaction fees payable by CAASie may be deducted from any refund. (e) Free or **Complimentary Credits** issued as promotions, bonuses, or in lieu of a refund may not be refundable. #### **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 payment method, currency, banking institutions, and your location. ### **2 Errors, Disputes & Chargebacks** If you believe a charge or credit application error occurred: * Contact promptly so we can investigate and correct any error. * Chargebacks without prior discussion may result in account closure. ### **3 Mandatory Statutory Rights** (a) Statutory Guarantees: Certain legislation, including the Australian Consumer Law, may imply warranties or impose obligations upon us which cannot be excluded, restricted, or modified. This policy must be read subject to those statutory provisions. (b) International Users: If you are accessing our Services from a jurisdiction with mandatory consumer protection laws (such as the EU/UK), this policy does not limit any "cooling-off" periods or statutory rights to service functionality that are required by your local law. (c) Limitation of Liability: To the extent permitted by law, our liability for a breach of a non-excludable condition or warranty is limited to the supplying of the services again or the payment of the cost of having the services supplied again. ### **4 Changes to Policy** We may update this policy from time to time ### **5 Contact** If you have questions or refund requests:\ Email: