Refund & Cancellation Policy

Last updated 23 July 2026

Managing or cancelling your subscription

Every paid plan (Starter, Growth, Agency) can be managed yourself, any time, with no need to email us first. Go to the pricing page and use the "Manage your subscription" section. Enter the email you subscribed with and you're taken straight to Stripe's secure Customer Portal, where you can change plans or cancel. No account or password needed.

When you cancel, your subscription stays active until the end of the billing period you've already paid for, so you keep full access and any work already in progress or delivered. You won't be charged again after that. We don't prorate or partially refund the current billing period if you cancel partway through it.

Refunds

As a general rule, we do not offer refunds for the unused portion of a billing period once it has been charged: cancelling stops future charges rather than refunding the current one. However, if a billing error occurs on our side (for example, you were mistakenly charged twice, or a system error meant you were billed without the service being delivered) email us at hello@polymade.com.au and we will put it right. Our checkout system automatically monitors for accidental duplicate subscriptions so that these are identified and resolved quickly.

If a payment fails

Payments are processed by Stripe, which automatically retries a failed card over a period of approximately two weeks. During that period:

• After your first failed payment, nothing changes on your account. Routine issues such as an expired card typically resolve on Stripe's next retry.
• After a second consecutive failed payment on the same invoice, we pause new work on your account: we stop starting new episodes/packs until payment succeeds. Nothing you've already been delivered is taken back or affected.
• The moment a payment succeeds, your account automatically resumes, with no need to contact us or re-subscribe.
• If Stripe's retries are eventually exhausted with no successful payment, your subscription is cancelled automatically and your account moves to a cancelled state. You won't be charged again after that; if you want to come back, you can resubscribe from the pricing page.

Free sample pack

The free pack (one per email address) is never charged. There's no card involved, so there's nothing to cancel or refund for it.

Australian Consumer Law

Our services come with consumer guarantees under the Australian Consumer Law that cannot be excluded, including that they will be provided with due care and skill and be of acceptable quality. If you believe a delivered pack does not meet these guarantees, contact us at hello@polymade.com.au and we will work with you on a remedy, which may include regenerating the pack or another remedy appropriate to the circumstances. Nothing in this policy limits your rights under the Australian Consumer Law.

Contact

Billing or cancellation questions: hello@polymade.com.au.