Refund Policy

Last updated: July 10, 2026

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

By purchasing 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. One-Time Purchases

OPENWAY is offered through one-time purchases. Each purchase (a "pack") adds a usage allowance of credits to your account, as described on our Pricing page and at checkout. OPENWAY is not a subscription: purchases do not renew automatically and you are not charged on a recurring basis.

The price and the included usage allowance for each pack are disclosed at checkout before you pay. Charges for a pack, and usage credits that have already been consumed, are non-refundable except where required by applicable law or as set out in this Refund Policy.

2. No Recurring Charges

Because OPENWAY is sold as one-time purchases, there is no subscription to cancel and no recurring charge. Stopping or deleting your deployments and workloads simply stops further credits from being consumed. Buying a new pack is always a separate, one-time purchase that you choose to make.

Unless required by applicable law, fees for usage credits that have already been consumed are non-refundable, including where you stop using the service partway through or do not use the full allowance of a pack.

3. Refunds for Charges

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

  • Usage credits that have already been consumed.
  • Compute, GPU, storage, bandwidth, or platform resources consumed while running workloads.
  • 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 purchase if all of the following are met:

  • The refund request is submitted within 14 calendar days after the charge.
  • The purchased credits have not been meaningfully used.
  • 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 the purchased usage credits are not added to your account within a reasonable time, contact [email protected]. We will investigate and either add your credits or issue a refund if delivery 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.