Refund & Dispute Policy

Your rights and our commitment to fair service

Pro Rata Refunds

We offer pro rata refunds for all subscription services based on the time elapsed since your purchase. This means you'll receive a refund proportional to the unused portion of your subscription period.

Pro rata refunds are calculated based on:

  • The total subscription period you paid for
  • The number of days remaining in your current billing cycle
  • Any applicable processing fees may be deducted

30-Day Initial Refund Policy

Full refund guarantee: If you're not satisfied with your subscription within the first 30 days of your initial subscription purchase, you can request a full refund with no questions asked.

Important: The 30-day refund guarantee only applies to your very first subscription payment. Subsequent monthly or annual billing cycles are subject to pro rata refunds only.

To request a 30-day initial refund:

  1. Contact our support team within 30 days of your initial subscription purchase
  2. Provide your account details and reason for the refund request
  3. We'll process your refund within 5-7 business days
  4. Refunds will be credited to your original payment method

Note: After the initial 30-day period, all refund requests will be processed as pro rata refunds based on unused service time.

The Australian Consumer Law and Your Rights

Your consumer rights are protected under Australian law. The Australian Consumer Law gives you certain rights that cannot be excluded, restricted or modified.

Consumer Guarantees

Under the Australian Consumer Law, our services come with guarantees that cannot be excluded. These include guarantees that services:

  • Are provided with acceptable quality
  • Are fit for the purpose you told us you wanted them for
  • Are provided within a reasonable time
  • Match the description we gave you

Your Rights to Remedies

If our services fail to meet these guarantees, you are entitled to:

  • A remedy (such as a repair, replacement or refund)
  • Compensation for any other reasonably foreseeable loss or damage

Major vs Minor Problems

Major Problem

If there is a major problem with our service, you can:

  • Cancel your contract and obtain a refund
  • Choose a replacement service
  • Keep the service and seek compensation

Minor Problem

If there is a minor problem, we must:

  • Fix the problem within a reasonable time
  • If we can't fix it, you can choose a refund or replacement

Dispute Resolution Process

If you have a complaint or dispute about our services, please follow these steps:

  1. Contact Us First: Reach out to our customer support team. We aim to resolve most issues quickly and fairly.
  2. Escalation: If you're not satisfied with our initial response, you can escalate your complaint to our management team.
  3. External Resolution: If we cannot resolve your dispute internally, you may contact:
    • Australian Competition and Consumer Commission (ACCC)
    • Your state or territory consumer protection agency
    • Australian Financial Complaints Authority (AFCA) for payment disputes

Contact Us

For refund requests, disputes, or questions about this policy, please contact us via the help button in the bottom right of the screen or email us at:

  • Email: support@queuehelper.com
  • Business Name: Carbon Knowledge T/A Queue Helper
  • ABN: 54 591 274 353
  • Response Time: We aim to respond to all inquiries within 7 business days

This policy was last updated on August 23, 2026