Refund Policy

Last updated: 21 October 2026

This policy explains when you can get money back for payments made to gopozz for subscriptions and services. It is part of our Terms & Conditions. Every new business gets a free trial first, so you can try gopozz fully before you pay anything.

1. Free trial

The free trial costs nothing and needs no card, so there is nothing to refund. When the trial ends, your account is paused until you choose a plan.

2. Monthly plans

Monthly plans are paid in advance and are not refundable once the month has started, including for days you do not use. Plans do not renew automatically unless you have set up automatic payment; to stop, simply do not renew, or turn off automatic payment before the next billing date.

3. Yearly plans

• First yearly payment: if gopozz is not right for you, ask within 7 days of the payment and we will refund the full amount (including GST), and your account returns to its previous state.
• After 7 days, and for yearly renewals, the payment is not refundable, and the plan stays active until the end of its period.
• Free months included with a yearly plan are a discount, not a separate purchase, and have no cash value.

4. Upgrades and plan changes

When you buy a different plan, the days left on your current plan are carried over and added to the new one, so you never lose time you paid for. Because the time is carried over, the earlier payment is not refunded in cash.

5. Failed, duplicate or wrong payments

• If money left your account but the payment failed, or you were charged twice for the same plan, we refund the extra amount in full.
• If you were charged an amount different from the price shown, we refund the difference.
• Most failed payments are reversed automatically by your bank or the payment gateway within 5–7 working days. If not, write to us with the payment reference.

6. Setup, custom design and add-ons

• Done-for-you setup: refundable in full if you cancel before we start the work; not refundable once the setup has been delivered.
• Custom plans and custom store design: as agreed in your written quote. Work already completed at each stage is not refundable.
• Add-on packs (such as AI credits): refundable within 7 days of purchase if none of the pack has been used; not refundable once used.
• Domains bought for you: domain registration fees are paid to the registrar and cannot be refunded once the domain is registered.

7. When refunds are not given

• An account suspended or closed for breaking our Terms & Conditions or the law.
• Charges from your own payment gateway, courier, bank or domain registrar, which are paid to them, not to us.
• A request made through a chargeback before contacting us; please write to us first so we can resolve it quickly.

8. How to ask for a refund

1. Email support@gopozz.com from the email address registered on your account.
2. Include your business name, the invoice or payment reference, the date and the reason.
3. We reply within 2 working days. Approved refunds are sent to the original payment method within 5–7 working days; your bank may take a few more days to show it.

If you are not satisfied with the outcome, you can contact our Grievance Officer below.

9. Refunds for shoppers of stores built on gopozz

If you bought something from a shop that uses gopozz, that shop is the seller and handles returns and refunds under its own policy, shown on its store. Payments to shops go directly to the shop, so please contact the shop first. If you cannot reach them, write to our Grievance Officer and we will help you get in touch.