Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy applies to all BuildBase subscriptions and is part of our Terms of Service. We want you to be happy with the Service, and we've designed our policies to be fair and transparent.

2. Free Trial Cancellation

Cancel during the trial = no charge. You have 14 days to try BuildBase with full access to all features. If you cancel at any point during the trial period, your payment method will not be charged.

If you do not cancel before the end of the 14-day trial period, your subscription will automatically convert to a paid monthly subscription and your payment method will be charged AUD $20 for the first month.

How to cancel during trial:

Go to Account Settings

Log in to BuildBase and navigate to your Account page.

Click "Manage Subscription"

This opens the Stripe customer portal where you manage your billing.

Select "Cancel Subscription"

Follow the prompts to confirm cancellation. Your access will continue until the trial period ends, then your account will revert to an inactive state.

3. Paid Subscription Cancellation

You may cancel your paid subscription at any time. Here's what happens:

Immediate effect: Auto-renewal is turned off. No future charges will be made.
Access continues: You retain full access to BuildBase until the end of your current paid billing period.
After expiry: When your billing period ends, your account becomes inactive. You will no longer be able to access or modify your projects.
Data retention: Your data is retained for 30 days after your subscription ends, during which time you can resubscribe and regain full access, or contact us to export your data. After 30 days, your data may be permanently deleted.

Cancellation follows the same steps as trial cancellation (via Account Settings → Manage Subscription → Stripe customer portal).

4. Refund Policy

4.1 General Policy

Because BuildBase offers a 14-day free trial that provides full access to all features, we do not generally provide refunds for paid subscription periods. The trial is designed to give you ample time to evaluate the Service before committing to payment.

4.2 When We Will Provide Refunds

We will provide a refund in the following circumstances:

Duplicate charges: If you were accidentally charged more than once for the same billing period.
Billing errors: If a charge was made after a valid cancellation was submitted, or if the amount charged was incorrect.
Service failure: If the Service was substantially unavailable or unusable for a significant portion of a billing period due to an issue on our end (not due to third-party outages, your equipment, or internet connection).
Australian Consumer Law guarantee failure: If the Service fails to meet a consumer guarantee under the Australian Consumer Law (see Section 7 below).

4.3 Common Scenarios

Cancel during 14-day trial

You sign up, try the service, and decide it's not for you within 14 days.

Result: No charge. $0 owed.

Cancel after trial converts to paid

Your trial ended and you were charged AUD $20. You now want to cancel.

Result: Access continues until end of paid period. No prorated refund for remaining days.

Forgot to cancel trial

You meant to cancel but forgot, and your trial just converted to a paid subscription.

Result: Contact us within 48 hours of the charge. We'll review and likely issue a refund as a courtesy if you haven't used the service since the trial ended.

Charged twice / billing error

You were charged twice for the same month due to a system error.

Result: Full refund of the duplicate charge.

Service was down for extended period

BuildBase was inaccessible for several days during your billing period due to a server-side issue.

Result: Prorated refund or account credit for the affected period.

5. How to Request a Refund

To request a refund, please contact us with the following information:

The email address associated with your BuildBase account.
The date of the charge you are requesting a refund for.
The reason for your refund request.
Any relevant supporting details (e.g., screenshot of a duplicate charge).

Send refund requests to: [email protected]
Response time: We aim to respond to all refund requests within 3 business days.

If a refund is approved, it will be processed through Stripe to the original payment method. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank.

6. Price Changes

If we increase the subscription price, we will give you at least 30 days' written notice before the new price takes effect. The increased price will apply from your next billing cycle after the notice period. If you do not agree to the price increase, you may cancel your subscription before the new price takes effect.

If you cancel due to a price increase, your access will continue at the original price until the end of your current billing period.

7. Australian Consumer Law

This section applies to users who qualify as consumers under the Australian Consumer Law ("ACL") in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Our services come with guarantees that cannot be excluded under the ACL. For major failures with the service, you are entitled to cancel your subscription and receive a refund for the unused portion, or to receive compensation for the drop in value of the service supplied. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. For minor failures, you are entitled to have the problems corrected in a reasonable time, and if this is not done, to cancel your subscription and obtain a refund for the unused portion.

Nothing in this Refund & Cancellation Policy is intended to exclude, restrict, or modify any consumer guarantee or right or remedy that applies under the ACL and that cannot be excluded, restricted, or modified by agreement.

If you believe the Service has failed to meet a consumer guarantee, please contact us at [email protected] and we will work with you to resolve the issue.

8. Account Deletion & Data Export

Cancelling your subscription does not delete your account or data. If you wish to permanently delete your account and all associated data, you can do so through the Account settings page (the "Delete Account" option).

Before deleting your account, we strongly recommend exporting your project data (available in PDF and CSV formats) while your subscription is active. Once your account is deleted, your data cannot be recovered.

If your subscription has lapsed and you need to export data during the 30-day retention window, contact us at [email protected] and we will assist you.

9. Contact

If you have any questions about this policy, need help cancelling, or want to request a refund, please contact us:

BuildBase Support
Email: [email protected]
Postal: PO Box 38, Ormeau, QLD 4208, Australia