Refund and Cancellation Policy

Payments for KoalaCue are taken by Lemon Squeezy as merchant of record. Lemon Squeezy issues your receipt and invoice, handles payment methods, calculates any tax shown at checkout, and processes any refund back to the original payment method. Your subscription, invoices, payment method and cancellation are all managed in the Lemon Squeezy customer portal reached from your purchase receipt.

Paid plans are billed monthly or annually and renew automatically at their selected cadence until cancelled. You can cancel at any time from the customer portal, or by emailing info@koalacue.com. Cancelling stops the next renewal. Paid access normally continues until the end of the period you have already paid for — the paid-through date shown in the portal — and then KoalaCue returns to the Free plan.

Paid features follow the licence status reported by the billing provider. Access can change when a renewal payment fails, when a subscription expires or is cancelled and reaches its paid-through date, when a payment is refunded or reversed, or when a licence is revoked following a chargeback or a breach of the terms. In each case KoalaCue reverts to the Free plan; your local show files, recordings and documentation are never deleted, damaged, encrypted or hidden.

Paid entitlements refresh daily when online. A licence that has been transferred to another Mac, cancelled, refunded, expired, revoked or left with a failed renewal can retain paid access on an already-offline Mac only until the signed seven-day offline window that began at its last successful check ends.

Cancelling part-way through a paid month or year does not automatically create a pro-rata refund, and we do not commit to refunding a purchase simply because you changed your mind. That is why a card-free seven-day trial of Full is offered, and why the system requirements ask you to test your exact hardware and workflow before a production.

If something is not working, or you believe a charge is wrong, ask — do not simply raise a chargeback. Use the customer portal or the link on your receipt for billing and subscription matters, and email info@koalacue.com with your order reference and a description of the problem. Requests are assessed promptly and case-by-case, taking into account what happened, whether the software worked as described, and whether the issue can be fixed. Reporting a technical problem through the fault report form often resolves matters faster than a billing dispute.

Nothing in this policy limits, excludes or modifies your rights under the Australian Consumer Law or any other law that cannot lawfully be excluded. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures you are entitled to a replacement or refund and compensation for other reasonably foreseeable loss or damage; for problems that are not major failures you are entitled to have them fixed within a reasonable time and, if that does not happen, to cancel and obtain a refund. Those rights apply regardless of anything else in this policy.

Billing and refund questions: info@koalacue.com.