Billing & Refund Policy

ServiceSmartOS is an AI-powered contractor operating system designed for asbestos, demolition, remediation, civil, construction and trade service businesses operating in Australia and New Zealand. This Billing and Refund Policy governs all subscriptions and transactions on the ServiceSmartOS platform.

All new ServiceSmartOS accounts receive a free trial period of three (3) calendar days from the date of account creation.

A valid credit or debit card is required to activate your free trial. No charges are applied during the trial period. Your subscription will automatically commence at the end of the trial period unless cancelled before trial expiry.

Trial periods are available once per company domain. Additional accounts created using the same business email domain will not receive a new trial period.

ServiceSmartOS may refuse, limit, suspend or terminate trial access where multiple trial accounts are created for the same individual, company, business group, email domain or related entity.

Trial accounts may be subject to feature, usage and capacity limits.

Current trial limits are displayed within the ServiceSmartOS platform and may be updated from time to time.

Different limits may apply to different modules, AI functionality, document generation features and platform services.

At the end of the trial period, access to the Services will be suspended until a paid subscription is activated. Documents and data created during the trial are retained for 90 days.

ServiceSmartOS subscriptions are currently offered on monthly billing plans. Additional billing options may be introduced in the future. Current subscription plans, features and pricing are displayed within the ServiceSmartOS website and platform. Prices are shown in New Zealand Dollars (NZD) or Australian Dollars (AUD) depending on your location and exclude applicable taxes.

Monthly subscriptions are billed on the same day each month as the date you first subscribed (your "billing date"). If that date does not exist in a given month (e.g. the 31st), billing occurs on the last day of that month.

Subscriptions renew automatically at the end of each billing period unless you cancel before the renewal date.

All payments are processed by Stripe Inc. By subscribing, you authorise us to charge your nominated payment method for all fees due, including renewals, until you cancel your subscription.

All fees are exclusive of applicable taxes. Goods and Services Tax (GST) of 15% applies to subscriptions purchased by customers with a New Zealand billing address. GST of 10% applies to subscriptions purchased by customers with an Australian billing address where we are required to collect GST.

You are responsible for any other applicable taxes in your jurisdiction. If you are a GST-registered business, you can provide your GST/ABN number to receive a tax invoice.

If a payment is declined, we will:

1. Send you an email notification immediately advising of the failed payment
2. Automatically retry the charge after 3 days
3. Retry again after 5 days if the second attempt fails
4. Suspend your account if payment remains outstanding after the final retry

Your account will be suspended if payment is not received within 14 days of the original failed payment. During suspension, you cannot access the platform but your data is preserved. Access is restored immediately upon successful payment.

If your account remains suspended for more than 90 days, it may be terminated and your data deleted in accordance with our Data Retention Policy.

To update your payment method, log in to your account and navigate to Settings > Billing, or contact support@servicesmartos.com for assistance.

You may cancel your subscription at any time through the platform's billing settings or by contacting support@servicesmartos.com. Cancellation is effective at the end of your current billing period. Your access to the platform and all data remains available until the end of the paid period.

We recommend downloading or exporting your documents before cancellation. After the subscription period ends, your account enters a 90-day grace period during which your data is retained but the platform is inaccessible. After 90 days, data is permanently deleted.

Cancelling a subscription does not entitle you to a refund for the remaining unused portion of your current billing period unless otherwise required by applicable law.

As a general rule, all subscription payments are non-refundable. We do not provide refunds or credits for partial billing periods or for periods during which you did not use the Services.

Refund requests will be assessed in accordance with this policy and applicable consumer protection laws. Refunds may be issued in the following circumstances:

• Duplicate charges caused by a billing error on our part
• Charges made after a valid cancellation request was received by us
• Extended service outages (exceeding 72 consecutive hours) that were wholly within our control and not caused by your actions or by force majeure events

Refund requests must be submitted within 30 days of the charge to support@servicesmartos.com. Where a refund is approved, it will be processed to your original payment method within 5–10 business days, subject to your bank's processing times.

Australian customers: Nothing in this policy excludes any rights you may have under the Australian Consumer Law, including rights to refunds where services are not fit for purpose or not of acceptable quality.

New Zealand customers: Nothing in this policy excludes any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where those Acts apply.

All customer data, documents, records, SWMS, ARCPs, Toolbox Talks, Audits, Timesheets, Site Attendance records and other content created within ServiceSmartOS remain the property of the customer.

ServiceSmartOS does not claim ownership of customer-generated content. We process and store your content solely to provide the Services to you in accordance with our Privacy Policy and Terms of Service.

AI-generated content is included within reasonable platform usage limits. AI generation counts are tracked per account and may be subject to the monthly limits applicable to your subscription plan.

ServiceSmartOS may apply fair-use restrictions or usage limits to protect platform stability and service availability. Where your usage materially exceeds expected patterns for your plan, we may contact you to discuss appropriate plan options.

AI-generated content forms part of the customer's records and remains subject to customer review, verification and approval before use.

You may upgrade your subscription plan at any time. Upgrades take effect immediately. The additional cost for the remainder of the current billing period is charged on a pro-rata basis.

Downgrades to a lower plan take effect at the start of the next billing period. No refund is issued for the difference in plan pricing during the current period.

Promotional pricing or discounts offered at the time of subscription are applied to the initial billing period only unless expressly stated otherwise. Standard pricing applies to all subsequent renewals unless a promotional offer specifies otherwise.

For all billing enquiries, disputes, or refund requests, please contact: