Refund Policy
Effective from: 10 August 2026. This Refund Policy complements the Terms and Conditions. Where the two conflict, the Terms prevail, save where this Policy or the Australian Consumer Law grants more favourable rights to the Customer.
Independence and non-affiliation
Cloudrms is an independent third-party shop and is not affiliated with, sponsored by or endorsed by RMS Cloud Pty Ltd or its parent company. This policy does not entitle any refund from RMS Cloud Pty Ltd or from any fee paid directly to RMS Cloud Pty Ltd for an RMS Cloud Account.
1. Scope
This Policy applies to every payment made to Cloudrms Pty Ltd through the online shop at cloudrms.org, including monthly Subscription fees, one-off setup or migration fees, and any add-on service invoiced separately. Fees paid to third parties (RMS Cloud Pty Ltd, online travel agencies, payment schemes) are outside the scope of this Policy and are governed by the terms of the relevant third party.
2. Consumer guarantees under the Australian Consumer Law
Nothing in this Policy excludes, restricts or modifies the consumer guarantees implied by the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). If a module fails to comply with a consumer guarantee (for example, if the module is not fit for the disclosed purpose or is not rendered with due care and skill) and the failure is major within the meaning of section 268 of the Australian Consumer Law, the Customer may:
- terminate the affected Subscription and obtain a refund of the fees paid for the relevant billing period; or
- keep the Subscription and recover compensation for any reduction in value.
Where the failure is not major, Cloudrms will remedy the failure within a reasonable time, or the Customer may recover the reasonable cost of having the failure remedied.
3. Cooling-off period
Where the Customer is acting as a consumer within the meaning of section 3 of the Australian Consumer Law and the module has not yet been activated, the Customer may cancel the Order within fourteen (14) calendar days of its confirmation by written notice to support@cloudrms.org, mentioning the Order reference. A full refund is issued within fourteen (14) business days.
This cooling-off period does not apply once the Customer has activated a module by supplying an RMS Cloud API key inside the fourteen-day period. The Customer remains eligible for the consumer guarantees set out in section 2 above.
4. Refunds on monthly Subscriptions
Monthly Subscriptions may be cancelled at any time from the Client Area, without notice and without giving reasons. Cancellation takes effect at the end of the then-current billing cycle. The last invoice already issued for that cycle is not refunded automatically because the service has been provided in full for the paid period.
Where the Customer requests early termination during the cycle for a legitimate reason (documented service unavailability, material breach by Cloudrms, or a consumer guarantee failure), the fee for the current cycle is refunded on a pro-rata basis, calculated to the day of cancellation, and the refund is processed within fourteen (14) business days of validation.
5. Refunds on one-off setup or migration fees
One-off migration and setup fees are refundable in full where the Customer cancels within seven (7) calendar days of payment and migration work has not yet started. Once migration work has started, a pro-rata refund is offered corresponding to the portion of the scope not yet delivered, on presentation of the internal work log. No refund is due once the migration has been formally accepted by the Customer through the Client Area sign-off workflow.
6. Refund method and timing
All refunds are issued to the original means of payment used for the Order. Refunds are processed within fourteen (14) business days of validation. Where the original payment method is no longer available (expired card, closed bank account), the Customer supplies an alternative refund destination on request; Cloudrms may require identity verification before releasing the funds.
7. Non-refundable items
- Custom software development performed at the Customer’s request, once specifications have been signed off.
- Third-party fees prepaid on the Customer’s behalf, such as OTA connection fees or any RMS Cloud licence fees paid to RMS Cloud Pty Ltd.
- Training sessions actually delivered and attended.
- Certificates of compliance or audit reports actually issued.
- Any charge that arose from misuse of the service in breach of the Terms and Conditions.
Nothing in this section limits any right the Customer has under the Australian Consumer Law.
8. Downtime credits
Cloudrms targets an uptime of 99.5% per calendar month, measured on the availability of the Client Area and of the module API endpoints. Where actual uptime falls below 99.0% in a given calendar month, the Customer is entitled to a downtime credit equal to 10% of the monthly fee for the affected module. Where uptime falls below 95%, the credit is 25%. Where uptime falls below 90%, the credit is 50%. Credits are applied automatically to the next invoice and are visible in the Client Area under «Billing history».
Downtime attributable to (i) scheduled maintenance announced at least seven days in advance; (ii) the RMS Cloud API being itself unavailable; (iii) the Customer’s own network or RMS Cloud Account; or (iv) force majeure as defined in the Terms, is excluded from the calculation.
9. How to request a refund
Send a written request to support@cloudrms.org containing:
- the Order reference (visible in the Client Area and on every invoice);
- the module or line item concerned;
- a brief description of the reason for the request;
- your preferred means of contact for follow-up.
An acknowledgment is issued within one (1) business day. A decision is communicated within ten (10) business days. Where the request is granted, the refund is initiated within fourteen (14) business days.
10. Dispute resolution
Where the Customer disagrees with a refund decision, the parties commit to a good-faith negotiation window of thirty (30) calendar days before any judicial action is initiated. Customers may also raise the dispute with the Australian Competition and Consumer Commission (ACCC) or their state or territory consumer affairs office. Any residual dispute falls within the non-exclusive jurisdiction of the Supreme Court of New South Wales, Sydney, without prejudice to any mandatory rule of the consumer’s country of residence.
11. Chargebacks
Where the Customer initiates a chargeback with its card issuer without first attempting to resolve the dispute with Cloudrms, the affected Subscription may be suspended pending the outcome of the chargeback procedure. Chargebacks found in favour of Cloudrms give rise to the recovery of any bank processing fee incurred.
12. Effect of a refund
A refund granted under this Policy terminates, in respect of the module concerned, all licences, rights of use and access to the Client Area for that module. The Customer’s obligation to pay any remaining accrued fee for a period prior to the refund is not extinguished by the grant of a refund on subsequent periods.
13. Amendments
This Refund Policy may be amended from time to time. The version applicable to an Order is the version in force on the date of that Order. Material changes are notified by email to the address on file at least thirty (30) days before they take effect.
14. Contact
Cloudrms Pty Ltd
42 Pitt Street, Level 8, Sydney NSW 2000, Australia
Director: James Whitmore
Telephone: +61 2 8756 3421
Email: support@cloudrms.org · billing@cloudrms.org
ABN: 47 856 234 891 — ACN: 654 789 123
Bank: Westpac Banking Corporation, BSB 032-123, Account 456789012
Regulator for personal information: Office of the Australian Information Commissioner (OAIC).
Effective from 10 August 2026. Next scheduled review: 10 February 2027.