Refund, Free Trial and Cancellation Policy

2-Week Free Trial

ShiftLink offers all eligible new customers a 2-week (14-day) free trial of our NDIS Operations Platform. The free trial commences once your organisation has completed onboarding and your software has been activated and is ready for use.

If you decide ShiftLink isn't suitable for your organisation, you may cancel at any time during the free trial. If you cancel before the trial expires, no subscription fees will be charged and your account will close at the end of the trial period.

Subscription Commencement

If you choose to continue using ShiftLink after your 2-week free trial, your paid subscription will automatically commence on the day immediately following the expiry of the trial period. Your first subscription payment will only be charged after the free trial has ended.

Subscription fees are billed monthly in advance at the rates shown above — your first month's fee is charged at the start of your paid subscription, with future fees charged in advance on each recurring billing date. By continuing to use the platform after your trial expires, you agree to pay the applicable fees for your selected plan.

Software Installation and Same-Day Access

Following successful activation and onboarding, the ShiftLink platform is generally available for use on the same day. Our cloud-based software provides immediate access following installation, subject to internet connectivity and any agreed customer-specific configuration requirements.

Onboarding Services & Setup Fee

ShiftLink provides onboarding and implementation services to help organisations set up and use the platform, including:

• Organisation setup and system configuration
• Staff account creation and participant setup
• Data migration (where applicable)
• Staff training and implementation assistance

A one-off setup fee of AU$1,500 applies to new customers to cover onboarding and implementation. This fee is separate from your monthly subscription fee, and is waived for organisations covered by our founding customer program.

Subscription Fees and Refunds

Subscription fees are payable monthly in advance: AU$499/month for the base platform (up to 10 staff), plus AU$35/user/month for each additional staff member beyond 10. Once your 2-week free trial has expired and your paid subscription has commenced, subscription fees are non-refundable, except where required under the Australian Consumer Law.

As ShiftLink provides a full 2-week free trial to allow customers to evaluate the platform before purchasing, refund requests based on a decision not to continue using the software after the trial has expired will not be accepted, except where required by law.

Cancellation

You may cancel your subscription at any time. If you cancel during the free trial, no fees will be charged. If you cancel after your paid subscription has commenced, your subscription remains active until the end of your current paid billing period, and no future fees will be charged once cancellation takes effect.

Setup, Onboarding and Professional Services

The AU$1,500 setup fee and any fees charged for onboarding, implementation, installation assistance, training, configuration or data migration are non-refundable once work has commenced, except where required under Australian Consumer Law.

Custom Development and Integrations

Fees paid for custom software development, bespoke features, API integrations or customer-specific development work are non-refundable once work has commenced, unless otherwise agreed in writing.

Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law, including the consumer guarantees in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Where you're entitled to a refund, repair, replacement or other remedy under Australian Consumer Law, we will provide that remedy as required.

Refund Requests

Where a refund is available under this Policy or required under Australian law, please submit a request in writing including your business name, contact person, account email, invoice number (if applicable) and details of your request.

Approved refunds are generally processed to the original payment method within 5–10 business days, although timing may vary depending on your financial institution.