Small Business Connect
Refund Policy
smallbusinessconnect.com.au
Effective Date: 1 June 2025 | Last Updated: June 2025
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At Small Business Connect, we want you to feel confident joining our community. This Refund Policy explains how we handle refund requests for membership subscriptions and marketplace transactions. We aim to be fair, transparent, and consistent in how we apply this policy.
This policy should be read alongside our Terms and Conditions. By purchasing a membership or using our platform, you agree to this policy.
Small Business Connect is operated by Small Business Connect (ABN: 99 337 711 787), a registered business name in Queensland, Australia.
1. Membership Subscriptions
1.1 General Position
Membership fees are charged at the start of each billing period (monthly or annual). As a general rule, we do not offer refunds for the current billing period once it has commenced. You are welcome to cancel your membership at any time, and your access will continue until the end of the period you have already paid for.
1.2 When We Will Issue a Refund
We will issue a full or partial refund for a membership in the following circumstances:
- A technical fault on our platform prevented you from accessing the features included in your membership, and we were unable to resolve the issue within a reasonable timeframe;
- You were charged incorrectly due to a billing error on our part;
- You are entitled to a remedy under the Australian Consumer Law (see Section 4); or
- We cancel or significantly downgrade a membership tier you have paid for, without providing a suitable alternative.
1.3 Change of Mind
We do not offer refunds for change of mind. We encourage you to review the features of each membership tier carefully before subscribing. If you have questions before purchasing, we are happy to help — just reach out to us at [hello@smallbusinessconnect.com.au].
1.4 Annual Memberships
Annual memberships are offered at a discounted rate (equivalent to two months free). If you cancel an annual membership early, we do not offer a pro-rata refund for the unused portion of the year, except where required under the Australian Consumer Law.
If you are unsure whether an annual plan is right for you, we recommend starting on a monthly plan first.
1.5 Free Trials and Promotional Periods
If a free trial or promotional period is offered, no payment is taken during that period. Once the trial ends and your first payment is processed, our standard refund policy applies.
2. Marketplace Transactions
2.1 Buyer Refunds
Small Business Connect operates as a platform that connects buyers and sellers. We are not the seller of goods or services listed in the Marketplace. Refund and return requests for Marketplace purchases are handled directly between the buyer and the vendor.
When making a purchase in the Marketplace, please review the vendor’s own refund and returns policy before completing your order. Each vendor is responsible for setting and honouring their own policies in compliance with Australian Consumer Law.
2.2 Vendor Obligations
Vendors operating on the SBC Marketplace are required to comply with Australian Consumer Law, including providing remedies (refund, repair, or replacement) where goods or services fail to meet consumer guarantees. If a vendor fails to honour a legitimate consumer guarantee claim, we encourage buyers to contact the ACCC or their state fair trading office.
2.3 Platform Commission
The 5% commission charged by SBC on Marketplace sales is non-refundable once a transaction has been completed, except in cases of a billing error on our part.
3. Events
Where SBC charges a separate fee for a specific event, the following applies:
- If SBC cancels an event, you will receive a full refund or a credit toward a future event — your choice.
- If SBC reschedules an event and you cannot attend the new date, you may request a refund within 7 days of the rescheduling notice.
- If you choose not to attend a paid event and do not notify us at least 48 hours before the event, no refund will be issued.
- Requests made more than 48 hours before the event start time will be considered on a case-by-case basis and may be eligible for a credit.
Note: Events included as part of a membership tier (such as Business Gym sessions) are covered by the membership refund policy above, not this section.
4. Your Rights Under Australian Consumer Law
Our services come with guarantees under the Australian Consumer Law that cannot be excluded. If our services are not provided with due care and skill, are not fit for the purpose we described, or are not delivered within a reasonable time, you may be entitled to a remedy.
Nothing in this Refund Policy limits or excludes any rights you have under the Australian Consumer Law. Where a statutory remedy applies, we will honour it promptly.
For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website at accc.gov.au or contact your state or territory consumer protection agency.
5. How to Request a Refund
To request a refund, please contact us with the following information:
- Your full name and email address used to register your account;
- Your membership tier or the transaction you are requesting a refund for;
- The reason for your refund request; and
- Any supporting information (e.g. screenshots of an error, billing statements).
Email: hello@smallbusinessconnect.com.au
We aim to respond to all refund requests within 3 business days. Where a refund is approved, it will be processed to your original payment method within 5-10 business days, depending on your bank or card provider.
6. Changes to This Policy
We may update this Refund Policy from time to time. Where changes are material, we will notify you by email or via a notice on the platform. Continued use of Small Business Connect after changes take effect constitutes acceptance of the updated policy.
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We are a small business ourselves, and we genuinely care about getting this right. If you have any concerns about a charge or your membership, please reach out before submitting a formal request — we would much rather find a solution that works for everyone.
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