Refund Policy

At IVOAI (IVOAI Technologies Pty Ltd, ACN 698 504 184, ABN 50 856 845 860), we want you to be completely satisfied with our services. This Refund Policy outlines your refund rights and how we handle cancellations. It forms part of our Terms of Service.

1. Cooling-off period

All new subscribers receive a 14-day cooling-off period from the date of your first subscription payment.

• During this period, you may cancel your subscription for any reason and receive a full refund of your subscription fee
• Simply contact us via email at hello@ivoai.com.au or through the BoB app
• Refunds are processed within 5–10 business days back to your original payment method

2. Cancellation after cooling-off period

If you cancel after the 14-day cooling-off period:

• You will receive a pro-rata refund for any unused days remaining in your current billing period
• For example, if you cancel halfway through a monthly billing cycle, you'll receive a refund for the remaining half
• Cancellation takes effect immediately — your services continue until the end of the refunded period

3. Provisioning fee

The one-time provisioning fee ($199 AUD) covers the set-up and configuration of your devices and services. This fee is:

• Fully refundable if you cancel during the cooling-off period before any provisioning work has commenced
• Non-refundable once provisioning work has commenced — this includes device enrolment, security hardening, backup configuration and software deployment

We'll always confirm with you before commencing provisioning work.

4. Three Year Warranty

Refunds for the Three Year Warranty product ($220 AUD, or $100 for early-bird customers):

• Full refund if no claims have been made and you request a refund within 30 days of purchase
• Pro-rata refund after 30 days, based on the remaining warranty period, provided no claims have been made
• No refund if a warranty claim has been approved and fulfilled

5. Phone and device repairs

For one-time repair services:

• Refunds are available if we are unable to complete the repair as quoted
• If a repair is attempted but unsuccessful, you will be refunded in full less any parts costs already incurred (disclosed upfront)
• Repair service refund requests must be made within 14 days of service completion

6. How to request a refund

1. Contact us at hello@ivoai.com.au or through the BoB app
2. Include your account email and the service you'd like refunded
3. We'll confirm your refund amount and timeline within 2 business days
4. Refunds are processed via Stripe back to your original payment method within 5–10 business days

7. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010).

Under Australian Consumer Law, you are entitled to a remedy (repair, replacement or refund) if our services:

• Have a major failure
• Are not provided with due care and skill
• Are not fit for a particular purpose that you made known to us
• Do not match the description we provided

8. Disputes

If you disagree with a refund decision:

1. Contact us to discuss — we'll review your case promptly
2. If we can't resolve it, you may refer the matter to mediation via the Resolution Institute (Australia)
3. You may also contact the ACCC or your state/territory consumer affairs office

9. Governing law

This Refund Policy is governed by the laws of South Australia and the Commonwealth of Australia.

10. Contact

For refund requests or questions about this policy:

• Email: hello@ivoai.com.au
• Through the BoB app (if you're a client)