This Refund Policy explains when and how Skerric Pty Ltd trading as Routerly (“Routerly”, “routerly.io”, “we”, “us”) issues refunds for paid Subscriptions to the routerly.io service. It forms part of our Terms of Service.
Nothing in this policy excludes, restricts, or modifies any consumer rights you have under the Australian Consumer Law or other applicable law that cannot lawfully be excluded, including the right to a remedy when goods or services fail to meet a consumer guarantee.
1. Free plan
The Free plan is offered at no charge for up to five (5) Devices per Team. Because no payment is taken, no refund is applicable to the Free plan.
2. 14-day money-back guarantee for first subscription
If you are subscribing a Team to a paid plan for the first time and decide it is not the right fit, you may request a full refund of your first monthly charge within fourteen (14) days of that first charge. To qualify:
- The Team must not have previously held a paid Subscription.
- The Account requesting the refund must be a Team Admin.
- The request must be received within 14 days of the first paid invoice.
Once the refund is processed, the Team’s Subscription is cancelled and any Devices in excess of the Free plan limit will be subject to the suspension rules described in the Terms of Service.
3. Cancellations after the 14-day window
You may cancel your Subscription at any time from your Team Billing page. Cancellation takes effect at the end of the current billing period — you will continue to have access to your paid plan until that period ends, after which no further charges will be made.
We do not offer pro-rata refunds for partial months. The current month is non-refundable after the 14-day money-back window.
4. Offline, idle, or suspended Devices
A Device that exists in your Team is billable for the entirety of each billing period it is in the Team, regardless of whether it is online, offline, idle, suspended, or unreachable. To stop billing for a Device, remove it from your Team before the start of the next billing period.
5. Failed payments and chargebacks
If a payment fails we will retry it in line with our payment processor’s normal schedule and contact you about updating your billing details. If we cannot collect payment after a reasonable period your Subscription may be cancelled and your Devices may be suspended in accordance with the Terms of Service.
We ask that you contact us before initiating a chargeback so we can resolve any issue directly. Disputed payments may result in immediate suspension of the affected Account or Team pending resolution.
6. Custom plans and enterprise agreements
Refund terms for custom-priced plans (including annual and enterprise agreements) are governed by the written agreement between you and routerly.io and may differ from the terms in this policy. Where there is a conflict, the written agreement prevails.
7. How refunds are processed
Approved refunds are processed by our payment processor, Paddle, to the original payment method. Bank or card processing times typically range from a few business days to two weeks depending on your provider.
8. How to request a refund
To request a refund, email support@routerly.io from the email address associated with the Team Admin Account, and include:
- The Team name and the email address on the Account.
- The invoice or transaction reference from your billing receipt.
- A brief description of the reason for the refund request.
We aim to respond within five (5) business days.
9. Changes to this Policy
We may update this Refund Policy from time to time. The “Last updated” date at the bottom of this page reflects the most recent version. Changes apply only to charges incurred after the change takes effect.
10. Contact
Skerric Pty Ltd trading as Routerly. For billing and refund questions, contact us at support@routerly.io.