Cancellation & Refund Policy

This policy covers what a club pays FytMate Pty Ltd (ABN 43 701 728 010) for ClubKey. It forms part of the ClubKey Terms of Service (https://fytmate.com/clubkey/terms). Members' payments to their club are covered at the end.

Free trial

A new club gets a free trial, currently 30 days. No payment details are needed and nothing is charged. If you don't choose a plan, your account is suspended 7 days after the trial ends, and nothing is owed.

Cancelling

You can cancel at any time in Settings › Payments; the account owner does this. There is no lock-in contract and no cancellation fee.

Cancelling stops your next renewal. Your account keeps working until the end of the period you have paid for and is suspended 7 days after that. You can start again at any time by choosing a plan.

If you ask within 30 days of your account closing, we will send you an export of your club's data, including your member list.

Refunds

Plan fees are charged in advance. When you cancel, we do not refund the unused part of a period, whether you pay monthly or yearly. We do refund:

• Charges made in error, such as a duplicate charge or a wrong amount, in full
• Fees for any period after the date we stop providing ClubKey, if we ever withdraw it
• Fees for the unused part of a period if you cancel because we changed the terms to your detriment or added a new service provider, as the Terms of Service allow
• Anything else the Australian Consumer Law requires, for example if the service has a major failure

To ask for a refund, email support@clubkey.com.au with your club's name and the charge. We reply within 5 business days. Approved refunds go back to the card or bank account that paid, usually within 5 to 10 business days.

Changing plans

A plan change takes effect straight away. The difference for the rest of the current period is added to, or credited against, your next invoice.

Failed payments

If a plan payment fails, we email the account owner and Stripe tries again. If it is still unpaid 14 days after it first failed, the account may be suspended. It works normally again as soon as it is paid.

Members' payments to their club

Members pay their club, not FytMate. Refunds of members' payments are between the club and its member, under the club's membership terms. Clubs issue refunds in ClubKey (owners and managers).

When a club refunds a member's payment, ClubKey's platform fee on that payment is returned to the club in proportion to the amount refunded. Stripe does not return its own processing fee on refunds. Dishonour fees and cooling-off periods are set by each club.

Members with a question about a payment should contact their club.

Contact

support@clubkey.com.au · FytMate Pty Ltd, Blacktown NSW 2148, Australia