This Refund & Cancellation Policy explains how cancellations and refunds work on the Flexi Platform operated by Deliverix Pty Ltd. This policy should be read together with our Terms of Service and Merchant Payment Policy.

Important: Flexi is a B2B fleet management SaaS platform for fleet operators. We do not directly contract with or manage renters. This policy covers Flexi's platform fees and services to fleet operators only.

Contact: info@deliverix.com.au

1.1 Flexi's Role

What Flexi Provides:

• Fleet management software for operators
• PayTo payment processing infrastructure via Zai
• Automated payment collection and reconciliation
• Transaction tracking and reporting tools
• Technical support for fleet operators

What Flexi Does NOT Do:

• We do not rent vehicles to renters
• We do not manage renter relationships or disputes
• We are not party to rental agreements between fleet operators and renters
• We do not determine rental terms, rates, or refund eligibility for rentals

2.1 Transaction Processing Fee

Non-Refundable In These Cases:

• Payment successfully processed and completed
• Service was delivered (payment collected and disbursed)
• Payment was authorized by renter
• Transaction completed more than 60 days ago

Refundable ONLY When:

• Flexi system error caused duplicate charge
• Technical failure prevented payment processing completion
• Payment processed after fleet operator cancelled rental in system
• Proven unauthorized transaction due to Flexi security breach

Processing Time: 5-7 business days to original payment method

2.2 Dishonour Fee

Applied When:

• PayTo payment fails due to insufficient funds in renter's account
• Renter's bank account closed or frozen
• Payment exceeds renter's authorized PayTo limit
• Renter cancelled PayTo mandate without alternative payment

Non-Refundable When: Genuine insufficient funds situation, renter-side payment method issues, lack of coordination between fleet operator and renter

Refundable/Waivable When:

• Flexi or Zai technical system error confirmed
• Bank error confirmed in writing by financial institution
• First offense for long-term renter (discretionary, fleet operator request)
• Approved financial hardship case (requires documentation)

2.3 Processing Refunds

Method:

• Credited to fleet operator's Platform wallet
• Applied against future platform fees
• OR disbursed to fleet operator's bank account if requested

Timeline: Approval decision: 3-5 business days, credit applied: Immediate upon approval, bank disbursement: 5-7 business days if requested

3.1 Voluntary Cancellation by Fleet Operator

Notice Required: 30 days' written notice

Process:

1. Submit cancellation request via email to info@deliverix.com.au
2. Subject: "Fleet Operator Account Cancellation - [Business Name]"
3. Include: ABN, account details, requested end date (minimum 30 days)
4. Acknowledge understanding of obligations during notice period

During 30-Day Notice Period:

• Platform access continues for rental management
• Must complete or properly transition all active rentals
• Continue processing payments for active rental agreements
• Settle all outstanding renters' payments
• Technical support remains available
• Cannot onboard new renters to Flexi system

3.2 Account Suspension by Flexi

Reasons for Suspension:

• Non-payment of platform fees
• Suspected fraudulent activity
• Repeated violations of Terms of Service
• AML/CTF compliance issues
• Failure to respond to verification requests
• High dispute rate or payment processing violations

During Suspension: Payment processing temporarily halted, existing scheduled payments may be held, portal access maintained (view-only mode), cannot initiate new rental agreements in system, must resolve underlying issue for reinstatement.

3.3 Account Termination by Flexi

Termination With Cause (Immediate): Fraud or material breach of Terms, criminal activity, repeated violations after warnings, insolvency or bankruptcy proceedings, loss of required business licenses, failure to maintain AML/CTF compliance

Termination Without Cause: 90 days' notice for business reasons, platform discontinuation, regulatory changes requiring service cessation

4.1 Flexi's Role in Rental Refunds

Important Distinction: Rental payment refunds are determined by fleet operators, not Flexi. Flexi processes refund transactions as instructed by fleet operators. Refund eligibility governed by rental agreement terms. Flexi does not mediate disputes between fleet operators and renters.

4.2 How Rental Refunds Work

Fleet Operator Initiates Refund:

1. Fleet operator determines refund is warranted per rental agreement
2. Fleet operator initiates refund via Flexi portal
3. Specifies refund amount and reason
4. Flexi processes refund to renter's original payment method
5. Refund amount deducted from fleet operator's next settlement or Platform wallet
6. Confirmation sent to fleet operator
7. Renter receives refund within 5-7 business days

Processing Timeline: Refund instruction to completion: 5-7 business days

4.3 Common Rental Refund Scenarios

Typical Reasons Fleet Operators Issue Refunds:

• Vehicle not available as agreed
• Rental cancelled before commencement with proper notice
• Vehicle mechanical failure preventing use
• Overcharge or billing error
• Early termination with refundable rental period
• Service not delivered as contracted

6.1 System Errors and Technical Failures

Flexi's Responsibility:

• Duplicate charges due to system glitch
• Failed payment processing errors
• Incorrect fee calculations
• Data processing errors causing financial impact

Remedy: Full refund of erroneous charges, waiver of affected fees, compensation for documented direct losses (up to liability limits), expedited processing (24-48 hours)

6.2 Financial Hardship (Fleet Operators)

Eligibility: Genuine financial difficulty beyond control (natural disaster impact, major client loss, economic downturn, health crisis)

Available Assistance:

• Payment plan for outstanding platform fees (up to 90 days)
• Temporary waiver of dishonour fees
• Delayed payment processing for platform fees
• Extended payout schedules if needed

Note: Hardship assistance is discretionary and not guaranteed.

6.3 Regulatory or Legal Requirements

Refunds Required by Law: Court orders mandating refunds, regulator directives (ASIC, ACCC, etc.), Australian Consumer Law obligations, AFCA determinations

7.1 How to Request Refund

Via Portal:

1. Log into Fleet Operator dashboard
2. Navigate to Transactions > Dispute/Refund
3. Select transaction(s) in question
4. Choose refund reason from dropdown
5. Provide detailed explanation
6. Attach supporting evidence
7. Submit request and receive tracking reference

Via Email:

1. Email: info@deliverix.com.au
2. Subject: "Refund Request - [Account Name]"
3. Include: Transaction reference numbers, dates, amounts, explanation, documentation

7.2 Review Process

Stage 1: Initial Review (1-2 Business Days)

• Automated acknowledgment sent immediately
• Request assigned to support team member
• Initial assessment of eligibility
• May request additional information

Stage 2: Investigation (3-5 Business Days)

• Detailed review of transaction records
• System logs examined for technical issues
• Payment processor consulted if needed (Zai)
• Evidence evaluated against policy criteria

Stage 3: Decision (Within 7 Business Days Total)

• Determination made based on policy and evidence
• Decision communicated via email
• If approved: Refund processed and timeline provided
• If denied: Clear explanation of reasons and appeal rights

7.3 Appeal Process

If Request Denied:

• May appeal within 14 days of decision
• Provide additional evidence or clarification
• Email subject: "Refund Appeal - Case [Reference Number]"
• Senior team member reviews appeal
• Final decision within 14 business days
• Appeal decision is final for internal process

8.1 Types of Disputes

Platform Fee Disputes:

• Incorrect transaction fee amount charged
• Dishonour fee applied incorrectly
• Fee charged after account cancellation
• Duplicate fee charges

Payment Processing Disputes:

• Payment not received by fleet operator
• Incorrect disbursement amount
• Delayed settlement
• Missing transactions in reporting

8.2 Dispute Resolution Timeline

9.1 Time Limits for Refund Requests

Must Submit Within:

• Platform fee errors: 60 days from transaction date
• Payment processing errors: 30 days from expected settlement date
• System technical errors: 14 days from discovery
• Dishonour fee disputes: 21 days from fee applied

9.2 What We Do NOT Refund

Non-Refundable Items:

• Platform fees for legitimately completed transactions
• Fees for services properly delivered
• Convenience or preference-based requests ("I changed my mind")
• Disputes arising from fleet operator's own rental terms
• Refunds requested outside time limits (without valid exception)
• Bank fees charged by renter's or fleet operator's financial institution
• Losses due to fleet operator's own business decisions

10.1 Australian Consumer Law

This Policy Does Not Limit:

• Consumer guarantees under Competition and Consumer Act 2010
• Rights to refunds for major failures in service
• Rights to remedies for misleading conduct
• State/territory consumer protection laws
• Fair trading obligations

10.2 External Dispute Resolution

Australian Financial Complaints Authority (AFCA):

• Website: www.afca.org.au
• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Mail: GPO Box 3, Melbourne VIC 3001

Consumer Affairs Victoria:

• Website: consumer.vic.gov.au
• Phone: 1300 55 81 81
• For general consumer complaints and advice

Deliverix Pty Ltd
ABN: 72 656 095 251
Address: 19 Domain Drive, Beveridge, Victoria 3753, Australia
Email: info@deliverix.com.au
Business Hours: Monday-Friday, 9:00 AM - 5:00 PM AEST (excluding Victorian public holidays)

Payment Processor:
Zai Australia Pty Ltd
ABN: 96 637 632 645, AFSL: 527370
Website: www.hellozai.com