Refund Policy

Last updated: July 10, 2026

This Refund Policy explains how refunds, cancellations, billing errors, and payment disputes are handled for OPENWAY, a cloud platform operated by OPENWAY PTY LTD ("the Company", "we", "us", or "our").

By subscribing to or using OPENWAY, you agree to this Refund Policy.

Your rights under the Australian Consumer Law. If you are a consumer under the Australian Consumer Law (ACL), our services come with guarantees that cannot be excluded under the ACL. For a major failure with a service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion. This Refund Policy applies in addition to, and does not limit, exclude, or modify, your rights under the ACL.

1. Subscription Plans

OPENWAY is offered through monthly subscription plans. Each plan provides access to OPENWAY features and a monthly usage allowance as described on our Pricing page and at checkout. Subscriptions are billed in advance on a recurring monthly basis and renew automatically until cancelled.

Where an introductory or promotional offer applies (for example, a reduced first-week price that then continues at the standard Pro plan price on a recurring monthly basis), the introductory price, when it ends, and the standard price it converts to are disclosed at checkout before you subscribe. To avoid being charged the standard price, you must cancel before the introductory period ends. Introductory charges and standard charges for billing periods that have already started are non-refundable except where required by applicable law.

2. Cancellation

You may cancel your subscription at any time from your account. Cancellation takes effect at the end of your current paid billing period: your plan remains active until then, and you are not charged for any further renewal.

Unless required by applicable law, fees for billing periods that have already started are non-refundable, including where you cancel partway through a billing period or do not use the full allowance of your plan.

3. Refunds for Charges

Fees that have been used, consumed, or applied to service usage are not refundable. This includes:

  • Subscription periods that have already started.
  • Compute, GPU, storage, bandwidth, or platform resources consumed during a billing period.
  • Deployments, builds, logs, runtime environments, or related services.
  • Customer workloads that were intentionally or unintentionally left running.

We may, at our discretion or where required by applicable law, consider a refund for a recent charge if all of the following are met:

  • The refund request is submitted within 14 calendar days after the charge.
  • The plan has not been meaningfully used during the billing period in question.
  • The payment was not fraudulent, disputed, reversed, or subject to chargeback.
  • The account is in good standing and has not violated our Terms of Service or Acceptable Use Policy.
  • The refund is permitted by applicable law and payment provider rules.

Approved refunds will normally be issued to the original payment method.

4. Billing Errors and Duplicate Payments

If you believe you were charged incorrectly or made a duplicate payment, contact us at [email protected] within 30 calendar days after the transaction date.

Please include:

  • Your OPENWAY account email.
  • Transaction date.
  • Payment amount.
  • Payment method or payment provider reference, if available.
  • Description of the issue.

If we confirm a billing error or duplicate payment, we will correct the error or issue a refund as appropriate.

5. Failed Activation

If payment is successful but your subscription plan is not activated on your account within a reasonable time, contact [email protected]. We will investigate and either activate your plan or issue a refund if activation cannot be completed.

6. Fraud, Abuse, and Policy Violations

We may refuse refunds, suspend accounts, or terminate access where we reasonably believe that:

  • The transaction is fraudulent, unauthorized, suspicious, or abusive.
  • The account has violated our Terms of Service or Acceptable Use Policy.
  • The service was used for illegal, harmful, infringing, or prohibited activities.
  • A refund request is made in bad faith.
  • A payment has been disputed, charged back, reversed, or reported as unauthorized.

7. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, please contact us at [email protected] so we can attempt to resolve the issue.

If a chargeback, payment reversal, or dispute is initiated, we may suspend the related account, disable deployments, and provide transaction records to the payment provider as part of the dispute process.

8. Refund Processing Time

Approved refunds are normally submitted to the payment provider within 7 business days. The time required for funds to appear in your account depends on your bank, card issuer, or payment provider and may take additional time.

9. Taxes, Bank Fees, and Currency Conversion

Unless required by applicable law, refunds may exclude taxes, currency conversion differences, bank fees, payment provider fees, and other third-party charges that are outside our control.

Invoices and billing records may be available in your OPENWAY account. For billing documentation questions, contact [email protected].

10. How to Request a Refund

Send refund requests to:

Email: [email protected]
Subject: Refund Request - OPENWAY

Include your account email, transaction details, payment amount, reason for refund, and any relevant screenshots or payment references.