Refunds & Disputes Policy

This Refunds & Disputes Policy explains how Leasily handles subscription issues, payment reversals, chargebacks, direct-debit returns, and support requests connected with payment-enabled workflows.

It should be read together with the Terms & Conditions and the Payments & Fees Policy.

Nothing in this policy limits rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

If a Leasily subscription does not meet a consumer guarantee that applies to it, you may have rights to a remedy, including repair, replacement, refund, or cancellation depending on the circumstances.

Subscription charges are paid to Leasily for access to the platform. If you have a billing issue, were charged incorrectly, or believe the subscription did not match what was offered, contact us at info@leasily.com.au.

We assess subscription refund requests case by case, taking into account the plan purchased, the time elapsed, the issue raised, any mandatory consumer rights, and whether a payment processor has already applied non-refundable processing costs.

Rent and bill payments made through payment-enabled workflows are not the same as a Leasily subscription charge. Leasily does not decide whether a landlord or tenant is substantively right in a tenancy dispute.

Where a refund is possible for a payment-enabled workflow, it may be initiated through Stripe tooling, provider tooling, or with support assistance. Some refund paths are not yet fully self-serve in product.

If a payment has already settled to a landlord's connected account, the refund path can depend on the payment method, the provider's rules, the account status, and the cooperation of the parties involved.

Card chargebacks and direct-debit returns are handled under the relevant payment-network or bank rules and Stripe's processes. Leasily may expose status, supporting records, or notifications, but does not control the final decision made by a card scheme, bank, or payment provider.

If a dispute or reversal is raised, Leasily may help surface the available transactional evidence that exists in the product, such as bill records, timestamps, setup status, mandate references, and related audit history.

If your issue relates to a Leasily subscription, contact info@leasily.com.au. If it relates to a rent or bill payment, contact the relevant counterparty first where practical, then contact us if you need help understanding the workflow or status shown in Leasily.

We may need information to verify identity, confirm the transaction, or understand which workflow is involved. If we cannot resolve a complaint, you may also have rights to escalate it to a regulator, tribunal, payment provider, or complaint body that has jurisdiction over the issue.