Refund Policy

1. Scope

This Refund Policy applies to purchases of TrustProof packages and monitoring subscriptions made through the hosted Paddle checkout. It should be read with the TrustProof Terms and Conditions and Privacy Policy.

TrustProof Tech (ABN 42718806704) is referred to as “TrustProof”, “we”, “us” or “our” in this policy.

2. Charges covered by the product catalogue

The current catalogue combines a one-off Readiness Programme with recurring monitoring. All prices are in AUD and include GST.

• Growth: A$7,999 Readiness Programme; A$899/month monthly monitoring; A$8,600 12-month prepaid monitoring (20% off 12 monthly payments); due today A$8,898 monthly or A$16,599 prepaid.
• Corporate: A$21,999 Readiness Programme; A$2,199/month monthly monitoring; A$21,000 12-month prepaid monitoring (20% off 12 monthly payments); due today A$24,198 monthly or A$42,999 prepaid.
• Enterprise: A$47,999 Readiness Programme; A$4,999/month monthly monitoring; A$47,000 12-month prepaid monitoring (22% off 12 monthly payments); due today A$52,998 monthly or A$94,999 prepaid.

The Readiness Programme is charged once. The 12-month prepaid amount is the monitoring price for the full service term, not the total due today; due today is the Readiness Programme plus the selected monitoring amount. The Readiness Programme is not charged again on renewal.

3. Readiness Programme

The Readiness Programme (previously described as the initial readiness scan or Initial Readiness Sprint) is non-refundable because work is required to perform it. Once TrustProof has received payment and begun the scan, the work includes setting up the customer’s readiness baseline, gathering supported evidence, reviewing available findings and preparing the relevant remediation roadmap or readiness output.

The Readiness Programme remains non-refundable whether the customer later decides not to continue with monitoring, does not complete its AWS connection, or does not use the output. This does not limit any refund, replacement or other remedy that cannot lawfully be excluded.

4. Monitoring subscriptions

Monthly monitoring renews at the published monthly rate. Annual monitoring renews at the published annual rate after its 12-month service term. The Readiness Programme is not charged again on renewal.

A customer may cancel a monitoring subscription through the billing tools made available by Paddle or by contacting support@trustproof.tech. Cancellation takes effect at the end of the paid monitoring period. Unless required by applicable law, cancelling a monthly or annual monitoring subscription does not create a refund for the current paid period, unused monitoring time or the Readiness Programme.

5. Checkout and payment confirmation

Checkout is hosted by Paddle. Package access is confirmed only after the application matches the relevant payment with the approved quote and Paddle reports the required active subscription status. Paddle may apply its own payment, tax, billing and transaction processes to the checkout.

If a payment fails, is reversed or is disputed, TrustProof may pause package access while the payment status is resolved. A customer must not initiate a chargeback instead of contacting TrustProof about an ordinary refund request.

6. Required remedies and exceptions

Nothing in this policy excludes, restricts or modifies a consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified. Where the service is not supplied as required by law, TrustProof will provide the remedy required by that law, which may include re-supply, correction, replacement or a refund.

Any discretionary credit or exception must be confirmed by TrustProof in writing. An exception for one transaction does not create a standing entitlement for other transactions.

7. How to request help

Send a billing or refund question to support@trustproof.tech. Include the signed-in account email, package name, transaction or subscription reference and a short explanation of the request. Do not send AWS credentials, secret keys or payment-card details by email.

We may ask for information needed to identify the transaction, confirm account authority and assess whether a remedy is required. If a refund is approved, it is normally returned through the original payment method and may take additional time to appear under the payment provider’s processing rules.

8. Changes to this policy

We may update this policy when the product catalogue, billing flow or applicable requirements change. The version published on this page applies to future purchases and renewals. A change does not remove a non-excludable right that applied to an earlier transaction.