REFUND & RETURNS POLICY
1. Overview
Inzer Pty Ltd (we, us, our) offers fitness technology services through the Inzer platform, including digital subscription services, mobile application access (Pro), and gym equipment integration services (Quantum). This Refund & Returns Policy sets out your rights and our obligations in relation to refunds and returns, and should be read in conjunction with our Terms and Conditions and Privacy Policy.
We are committed to providing a high-quality experience. If you are not satisfied with our services, we encourage you to contact us so we can work to resolve your concern.
2. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have services remedied if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Policy limits or excludes any rights you may have under the ACL or any other applicable consumer protection legislation.
3. Digital Subscription Services
(a) Inzer offers digital subscription plans providing access to the Inzer platform, AI fitness features, and associated services. As these are digital services delivered immediately upon purchase, we generally do not offer change-of-mind refunds once the subscription has been activated and access to the platform has commenced.
(b) We will provide a refund of the subscription fee, or a pro-rata portion thereof, in any of the following circumstances:
(i) the service is not delivered as described at the time of purchase;
(ii) the platform experiences a significant technical fault or outage that substantially prevents your use of the service for an extended period;
(iii) you were charged incorrectly or a duplicate charge was made;
(iv) Inzer Pty Ltd is unable to continue providing the service; or
(v) the refund is otherwise required under the Australian Consumer Law.
(c) Refund requests based on technical issues must be submitted within 30 days of the issue first arising.
4. Free Trial Periods
Where a free trial is offered, no charge will be made during the trial period. If you do not cancel before the trial period ends, your subscription will automatically convert to a paid plan and you will be charged the applicable fee. Refunds will not be provided for charges arising from failure to cancel prior to the end of a free trial period, except as required by the ACL.
5. Business / Gym Operator Accounts (B2B)
Refund and cancellation terms for gym operators and business customers accessing Inzer services under a commercial or enterprise arrangement are governed by the relevant commercial service agreement between Inzer Pty Ltd and the business customer. In the absence of a specific agreement, this Policy applies. Disputes regarding B2B billing should be directed to info@inzer.com.au in the first instance.
6. Hardware and Physical Products
(a) Items must be returned within 30 days of delivery if they are found to be faulty, damaged on arrival, or not as described.
(b) We do not accept change-of-mind returns on physical hardware once installed or used.
(c) Returned items must be in their original condition and packaging wherever possible. Items that have been modified, damaged through misuse, or returned without original packaging may not be eligible for a full refund.
(d) Return shipping costs for faulty or incorrectly supplied items will be covered by Inzer Pty Ltd. Return shipping costs for other approved returns are the responsibility of the customer unless otherwise agreed.
7. How to Request a Refund
To request a refund, please contact us using the details below and include:
(i) your full name and registered email address;
(ii) the date of purchase and the amount charged;
(iii) a description of the issue or reason for your refund request; and
(iv) any supporting documentation or screenshots where applicable.
We will acknowledge your request within 3 business days and aim to resolve it within 10 business days. Where a refund is approved, it will be processed to your original payment method within 5–10 business days, depending on your financial institution.
8. Cancellation of Subscription
You may cancel your subscription at any time through the Application settings or by contacting us at info@inzer.com.au. Cancellation will take effect at the end of your current billing period. You will continue to have access to the platform until the end of the period for which you have paid. No partial refunds are provided for unused days within a current billing period unless otherwise required by the ACL.
9. Chargebacks
If you initiate a chargeback through your bank or payment provider without first contacting us to attempt resolution, we reserve the right to suspend or terminate your account pending investigation. We encourage you to contact us directly in the first instance as we are committed to resolving issues promptly and fairly.
10. Changes to This Policy
We may update this Refund & Returns Policy from time to time. Updates will be posted on our website at www.inzer.com.au. Continued use of our services following any update constitutes your acceptance of the revised Policy.
13. Contact Us
For any privacy-related enquiries, please contact:
Inzer Pty Ltd
Email: info@inzer.com.au
Australia: Unit 3, 44 Ramsgate Avenue, Bondi Beach NSW 2026
Pakistan: Office No. 111, 1st Floor, Evacuee Trust Building, Agha Khan Road, F-5/1, Islamabad.