Refund policy

This Refund Policy ("Policy") applies to the following purchases: purchases made through the RealNetwork platform at www.realnetwork.com.au, including membership subscriptions, directory listings, and any premium services or features offered to property professionals.

1. General

1. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
2. Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
3. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

1. Under the Australian Consumer Law:
   1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled:
      1. to cancel the purchase; and
      2. to a refund for the price of the goods; and
      3. compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.
   2. If the failure with the service does not amount to a major failure, you are entitled to a re-supply of the goods within a reasonable time, or to cancel the purchase and be provided with a refund of any price paid.
2. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
3. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
4. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
5. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
6. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
7. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

3. Subscription Refunds and Cancellation

1. Subscriptions are billed in advance. Subscription fees are non-refundable once a billing period has commenced, except:
   1. where required under the Australian Consumer Law; or
   2. where expressly set out in this Policy.
2. Change of Mind (Monthly Subscriptions Only). This clause applies to monthly subscriptions only and is separate from the annual subscription cancellation entitlement set out in clause 3(c). In the event that you have purchased a monthly subscription but simply change your mind, we may, at our discretion, offer you a refund, provided that:
   1. You notify us within 14 days of the commencement of your subscription or renewal;
   2. The membership benefits have not been substantially accessed or used;
   3. Your directory listing has not been activated or made publicly visible on the platform; and
   4. The following conditions are satisfied: you must submit a refund request within 14 days of the date of purchase or renewal; provide proof of purchase (receipt or transaction confirmation); not have substantially used or accessed the service or membership benefits; ensure that any digital access or directory listings have not been activated or published; contact us at support@realnetwork.com.au with your account details and reason for refund; and acknowledge that any promotional or discounted rates may affect the refund amount calculated on a pro-rata basis.
3. Annual Subscriptions. Where you have purchased an annual subscription and cancel at any time, you are entitled to a pro-rata refund of the unused portion of the annual subscription fee, calculated from the effective date of cancellation. For the avoidance of doubt, no pro-rata refund will be payable where the cancellation or termination of your subscription arises from your breach of the Website Terms and Conditions or Provider Code of Conduct.

4. Platform Service Failure

1. In the event that the RealNetwork platform is unavailable or your listing is incorrectly removed or suppressed due to an error on our part:
   1. Please contact us at support@realnetwork.com.au as soon as possible; and
   2. Provide details of the outage or error, including dates and times where known.
2. We will investigate and aim to restore access or correct the error within 2 business days of receiving your report. Where a verified platform error has caused a material disruption to your listing for a period exceeding 5 consecutive business days, we may, at our discretion, provide a pro-rata credit to your account for the affected period. This credit is your sole remedy for platform service failures, to the extent permitted by law.

5. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

1. You misused the said product or service in a way which caused the problem.
2. You knew or were made aware of the problem(s) with the product or service before you purchased it.
3. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
4. Your account was suspended or terminated due to a breach of the Terms and Conditions or Provider Code of Conduct.
5. Any other exceptions that apply under the Australian Consumer Law.

6. Response Time

We aim to process any requests for refunds or credits within 5 business days of receipt.

7. How to Request a Refund

1. You can contact us at support@realnetwork.com.au to request a refund, providing your account details and the reason for the request.
2. Unless otherwise determined at our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
3. To be eligible for a refund, you must provide proof of purchase.
4. You may be required to provide government-issued identification to qualify for a refund.

8. Contact Us

If you wish to speak to us about this Policy or about any refund, please contact us at: support@realnetwork.com.au