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Refund & Cancellation Policy

FreshTech-Community Pty Ltd · ACN 699 190 513 · ABN 72 699 190 513 · Effective date: 17 June 2026 · Last updated: 18 June 2026

FreshTech-Community Pty Ltd (a proprietary company; brand and public names "FreshTech Community", "Alice", "Alice Booking Diary") · ACN 699 190 513 · Victoria, Australia.

In this Policy, "FreshTech", "we", "us" and "our" mean FreshTech-Community Pty Ltd, ACN 699 190 513, a proprietary company, which is the supplier of Alice. "You" means the account holder who subscribes to a paid Alice plan.

This Refund & Cancellation Policy explains how cancellations and refunds work for paid subscriptions to Alice / Alice Booking Diary ("Alice", "the Service"), available at https://alicefamily.app. It forms part of, and should be read together with, our Terms of Service and Privacy Policy. This is the single, authoritative refund policy for Alice; where any other FreshTech document deals with refunds for a different product, this Policy prevails for Alice.

1. Your rights under Australian law come first (nothing here removes them)

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded. To the extent any part of this Policy would do so, it does not apply. Any limitations in this Policy apply only to the maximum extent permitted by law and are always subject to those non-excludable rights.

This clause is the foundation of everything below. Where this Policy describes our standard commercial approach (for example, how we treat partial months), that approach applies only on top of — and never in place of — your statutory rights.

2. The Australian Consumer Law consumer guarantees

Alice is a paid service supplied to businesses and consumers in Australia, so it comes with consumer guarantees that cannot be excluded. In particular, services like Alice must be:

If Alice fails to meet one of these guarantees, you may be entitled to a remedy — which can include a refund — regardless of anything else in this Policy or our Terms. We will never tell you that you are not entitled to a remedy that the law gives you.

3. What happens if Alice doesn't meet a consumer guarantee

If there is a failure to meet a consumer guarantee, the remedy depends on whether the problem is major or minor:

Major failure — If the failure is major (for example, the Service is substantially unfit for its purpose, or it has a problem that would have stopped you subscribing had you known about it), you choose the remedy. You can choose to:

Minor failure — If the failure is minor and can be put right, we may choose to fix the problem (for example, by repairing or re-supplying the affected service) within a reasonable time, instead of giving a refund. If we don't fix it within a reasonable time, you can then treat it as a major failure (see above).

You may also be entitled to compensation for any reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee. If you think a consumer guarantee hasn't been met, contact us (see Section 11) and we'll work through it with you.

4. How Alice works, and your part in it (this affects refund assessments)

Alice is an automated AI assistant. Its voice and chat responses, lead qualification, call transcripts and proposed bookings are generated automatically and may be inaccurate, incomplete or unsuitable. As set out in our Terms of Service, the account owner is responsible for reviewing and confirming all bookings, availability, prices, quotes, cancellations and customer communications generated or actioned by Alice before relying on or acting on them.

How Alice's AI works (for transparency). Alice's voice and chat "brain" generates its responses by sending the relevant conversation content and booking details to the OpenAI API (currently the gpt-5 model). OpenAI does not use data submitted to it via its API to train or improve its models (under OpenAI's standard API data-usage policy). Separately, FreshTech does not use your data — and never uses Google Calendar data — to train or improve any artificial-intelligence or machine-learning model beyond serving your own account. Your Google Calendar information is used only by Alice's booking code to work out your availability so Alice doesn't double-book you; it is not fed into the AI/LLM brain. How we handle this data is set out in full in our Privacy Policy.

When we assess a refund request, we take this shared responsibility into account — for example, whether an issue arose from an unreviewed or unconfirmed AI action. This does not remove or reduce your non-excludable rights under Sections 1–3; it simply reflects how the Service is designed to be used.

5. Limits on our liability (cross-reference)

Beyond the consumer-guarantee remedies described above, our overall liability to you is limited as set out in our Terms of Service. To the maximum extent permitted by, and expressly subject to, the non-excludable consumer guarantees and other rights described in Section 1, our total aggregate liability arising out of or in connection with the Service is limited — where Alice is supplied for business use — by our right under ACL section 64A to elect to re-supply the affected service or pay the cost of re-supply, and is otherwise capped at the greater of (a) the total subscription fees you paid to us in the 12 months before the event giving rise to the claim, or (b) AUD $100. These limits do not apply to liability that cannot lawfully be limited or excluded — including liability for death or personal injury caused by our negligence, or for our fraud or fraudulent misrepresentation — and they do not cut down a refund or other remedy you are entitled to for a failure to meet a consumer guarantee. The detailed liability and indemnity terms live in, and are governed by, our Terms of Service.

Some service interruptions are caused by third-party providers (telephony, SMS, hosting, calendar, payments, authentication) that are outside our reasonable control. These are addressed under the service-availability and force-majeure provisions of our Terms, again subject to your non-excludable consumer guarantees.

6. Cancelling your subscription (cancel any time — no penalty)

You can cancel your paid Alice subscription at any time — there is no cancellation fee or penalty.

14-day money-back guarantee

If you change your mind, you can ask for a full refund within 14 days of any payment — your first payment or any renewal. You do not need to give a reason, and there are no conditions attached. We refund the full amount to the original payment method.

Your 7-day free trial comes first and is not a payment: nothing is charged during the trial, and cancelling before it ends means you are never charged at all. The 14 days runs from the date money is actually taken.

Important: The "no pro-rata refund" rule above applies only after the 14-day window, and is our voluntary commercial position. It is stated in addition to — and does not limit — your statutory rights under Sections 2 and 3. If you are entitled to a refund because a consumer guarantee wasn't met, that statutory right applies regardless of this commercial position and regardless of the 14 days.

Plans this applies to

Alice is offered as a permanent free tier plus two paid monthly subscriptions. This Policy's refund rules apply to the paid subscriptions, currently:

The paid plans are separate and are billed monthly in advance through our payment provider. The permanent free tier never turns into a paid plan. Call Cover and Full Receptionist each begin with a seven-day trial only after you deliberately select the plan, add a payment method and confirm checkout. Checkout shows the monthly price and first billing date before confirmation. Cancel before the trial ends to avoid the first charge. You can cancel a paid plan at any time (see above).

GST. The AUD $49, AUD $99 and AUD $199 prices include GST — the amount shown is the amount you pay, and no GST is added on top at checkout. Your subscription is sold through a payment provider acting as merchant of record; that provider — not FreshTech — calculates, collects and remits the GST on the sale and issues your receipt or tax invoice showing the GST amount. FreshTech Community is not itself currently registered for GST; that does not change what you pay, because the reseller is the seller for these transactions. Refunds are processed on the amount you actually paid, GST included.

What happens to your data when you cancel

Cancelling your billing is not the same as deleting your account or your data. When you cancel a paid plan, your billing stops but your account and stored data may remain so you can keep using the free tier or reactivate a paid plan. If you want your account and associated personal data deleted, use the in-app account-deletion control (Settings → Account → Delete business) or the public web deletion page at https://alicefamily.app/delete-account — see the "Your rights" and data-retention sections of our Privacy Policy, which set out what is deleted, what (if anything) we are required to retain by law, and for how long.

In summary (and as set out in full in the Privacy Policy): your call recordings, transcripts, and customer/booking data are kept while your account is active and are deleted on account closure (within approximately 30 days), except transaction and financial records, which we keep for approximately 7 years to meet Australian tax record-keeping requirements; you can also ask us to delete specific customer records earlier.

7. How Alice billing works

If you signed up directly through alicefamily.app, your subscription is sold and billed by us (FreshTech-Community Pty Ltd) through our payment provider. These are the purchases this Policy directly governs, and we handle cancellations and any refunds for them under this Policy and the ACL. If your purchase was instead made through a reseller acting as merchant of record (clause 9.3 of our Terms), you bought from that reseller: you can request a refund under their published process, or ask us and we will action what we can on your behalf. Either way your Australian Consumer Law rights against us are unaffected — a reseller arrangement cannot reduce the consumer guarantees described in section 2. (We don't store your full card number — card payments are processed securely by our payment provider.)

The native Alice app does not sell plans or process subscriptions. It signs in to an Alice account created and billed on the web. Cancellation and refund requests therefore come to FreshTech under this Policy.

8. We don't do "no refunds"

We will never tell you that "all sales are final", that fees are "non-refundable in all circumstances", or that we are "not responsible for faults in the Service". Statements like that are not lawful in Australia and are not our policy. Your consumer-guarantee remedies — including a refund or cancellation for a major failure (your choice, refunded the way you paid) and repair or re-supply within a reasonable time for a minor failure — always survive, no matter what.

9. How to cancel or request a refund

To cancel:

To request a refund (direct / web purchases):

  1. Email info@freshtech.community from the email on your account.
  2. Tell us your business name, the email on the account, the plan, and what's gone wrong (a consumer-guarantee issue) or what you're asking for.
  3. We'll review it against this Policy and the ACL and respond. Where a refund is owed, we'll pay it back using your original payment method. We aim to process refunds we agree are owed within 5–10 business days (how long it then takes to appear depends on your bank and our payment provider).

10. Chargebacks — please talk to us first

If you believe you've been charged in error or are owed a refund, please contact us before raising a chargeback or payment dispute with your bank or card provider. Almost everything can be sorted out faster directly with us at info@freshtech.community.

Raising a chargeback does not affect or reduce your rights under the Australian Consumer Law, and we will not suspend or penalise your account simply because you have raised a good-faith dispute. If a chargeback actually reverses the fees for a current paid period so that your account is in arrears as a result, we may pause access for that period until the amount is resolved; access resumes once the amount is paid or the dispute is decided in your favour. Any pause will be limited and proportionate to the unpaid amount, and we'll restore access promptly on resolution. Nothing in this section prevents you from exercising any right you have with your bank, card provider, or under any law — we just ask for the chance to fix it first.

11. Contact us

FreshTech-Community Pty Ltd (a proprietary company; brand names "FreshTech Community", "Alice", "Alice Booking Diary"; ACN 699 190 513)

If you're not happy with how we've handled a refund or cancellation, please raise it with us first and we'll try to put it right. You also keep the right to contact the Australian Competition and Consumer Commission (ACCC) or your state or territory consumer protection / fair trading agency about your consumer rights.

12. Changes to this Policy

We may update this Policy from time to time (for example, if our plans, billing channels, or the law change). When we do, we'll update the "Last updated" date above, and material changes to your subscription terms will be handled in line with the change-of-terms provisions in our Terms of Service (including reasonable notice and, where applicable, the ability to cancel without penalty before a change takes effect).

This Refund & Cancellation Policy is governed by the laws of Victoria, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Victoria. Choosing Victoria as the default forum does not take away any statutory rights you have, or the role of Australian regulators such as the ACCC. This Policy operates alongside our Terms of Service and Privacy Policy.

Alice's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.