Refund Policy
Last updated: 12 May 2026
The short version
If we don't deliver, you don't pay. Founder Backers are refunded 100%, automatically, if PawGuard hasn't launched a live, operational paid product by 31 December 2026. No tickets, no fine print. Standard subscriptions follow Australian Consumer Law and our 14-day satisfaction guarantee.
1. Founder Backer ($499 AUD) refund — the binding guarantee
The PawGuard Founder Backer pledge of $499 AUD is governed by this guarantee:
- If PawGuard has NOT launched a live, operational paid tier of PawGuard AI (minimum: Incident Reporter tier accepting paid subscriptions) by 31 December 2026, we will refund every Founder Backer in full — automatically, via the same Stripe charge that took the payment — within 7 business days of 1 January 2027.
- This refund clause is binding on PawGuard under Australian Consumer Law. Funds are held in trust until the launch deadline is met or refunded.
- You may also voluntarily withdraw your Founder Backer pledge at any time before 30 September 2026 — no questions, full refund. After 30 September 2026 the round is locked and refunds proceed under the launch-deadline clause above.
- If PawGuard ships on time, your $499 converts into the founder benefits described on the Founder Backer product page (three months of PawGuard AI included, setup waived, founder communications channels, lifetime founder pricing).
2. Standard subscription refunds (PawGuard AI — post launch)
Once PawGuard AI is live as a paid subscription:
- 14-day satisfaction guarantee: if you cancel within 14 days of your first paid subscription, we refund the most recent month in full. This is in addition to your rights under the Australian Consumer Law.
- Monthly subscriptions: cancellation takes effect at the end of the current billing period. We do not provide pro-rata refunds for unused time after the first month.
- Annual subscriptions: if you cancel within the first 14 days, we refund in full. After that, we refund unused full months at our discretion.
3. Sentinel hardware
Hardware kits (kennel light + buzzer relays, facility gateway) are governed by Australian Consumer Law statutory guarantees. If the hardware is faulty, not fit for purpose, or not as described, you are entitled to a repair, replacement, or refund. Contact us at hello@pawguard.com.au and we'll resolve within 30 days.
4. How refunds are processed
All refunds are processed back to the original payment method via Stripe. Typical processing time is 5–7 business days for the funds to appear on your statement. We will email you when the refund is initiated and again when it is confirmed by Stripe.
5. Disputes & chargebacks
If you believe you are entitled to a refund and we have not processed it, please contact us at hello@pawguard.com.au before initiating a chargeback. We will respond within 3 business days. If we cannot resolve a dispute, you have the right to lodge a complaint with Consumer Protection WA or the Australian Competition & Consumer Commission (ACCC).
6. Contact
Refund requests: hello@pawguard.com.au
PawGuard · Perth, Western Australia