Refund and Cancellation Policy
This policy forms part of our Terms of Service.
1. What you are paying for. Vantag charges a one off fee per listing, paid in advance, at the service level and listing count you choose at the time of purchase. There is no recurring subscription. Prices are in Australian dollars and GST is added where applicable.
2. Before a listing is activated. If you have paid for a listing but it has not yet been activated, you may request cancellation of that listing and we will refund the fee paid for it in full. Activation is the point at which the property page for that listing is generated and made available.
3. After a listing is activated. Once a listing has been activated, the service for that listing has begun and the fee for it is not refundable, except where you have a right to a remedy under the Australian Consumer Law or another law that cannot be excluded. This is because the Service is a digital service that is substantially delivered from the moment the listing goes live.
4. Your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any guarantee, right, or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If the Service fails to meet a consumer guarantee, you may be entitled to a remedy, and for a major failure you may be entitled to a refund or to cancel. If a failure does not amount to a major failure, we may choose between re supplying the service and refunding the fee for the affected listing.
5. How to make a request. To request a cancellation or refund, or to raise a problem with the Service, contact us through our contact page. Please include your account details and the listing concerned. We will respond within a reasonable time.
6. Duplicate or incorrect charges. If you have been charged in error, for example a duplicate charge or a charge for a listing you did not purchase, contact us and we will investigate and correct any genuine error.
7. Agency plans: what is refundable. An agency plan has a one off setup fee and a recurring monthly fee. Before your website has been made available to you, you may cancel the build and we will refund the setup fee in full, less any third party cost we have already paid on your instructions, such as a domain name bought for you. Once your website has been made available to you the setup fee is not refundable, because the work it pays for has been done. Monthly fees are charged in advance and are not refunded for part of a month, but you will not be charged again once you cancel.
8. The named buyer guarantee. Where we have offered this guarantee and you have taken it up, it works as follows. Within the first 60 days after your website goes live, share at least one of your listings with at least 50 of your contacts using the tools we provide. If not a single named buyer comes back through it in that period, we will refund your setup fee in full. To claim, contact us within 14 days after the end of that 60 day period, and we will check the activity recorded on your account. This guarantee is offered in addition to your rights under the Australian Consumer Law and does not limit them.
9. Founding agency rate. Where you are accepted as the founding agency for your neighbourhood, the founding rate described to you at the time you subscribe applies for as long as your plan stays active. The founding rate is a discount on our fees. It does not change any other part of these terms, it is not redeemable for cash, and if you cancel and later return it may no longer be available.
10. Credit for an existing contract with another provider. Where we have offered to take the months remaining on your existing website contract off your Vantag price, you must give us a copy of that contract or a recent invoice showing the provider, the amount, and the remaining term. The credit is applied against your Vantag fees, is capped at the amount you can evidence, is not redeemable for cash, and stops if you cancel your plan. We may ask for reasonable evidence before applying it.