GinoZi Refund Policy

Draft — pending review by an Australian lawyer

Document details

• Operator: GinoZi, a business name of Madhaus Pty Ltd (ACN 659 024 290)
• Entity type: Australian proprietary company
• ABN: 92 659 024 290
• ACN: 659 024 290
• Business name: GinoZi
• Effective date: 12 November 2026
• Governing law: New South Wales, Australia
• Contact: hello@ginozi.com
• Postal address: 6/59-63 Captain Cook Drive, Caringbah NSW 2229, Australia

Related documents: GinoZi Terms of Use, GinoZi Privacy Policy, GinoZi Acceptable Use Policy, and GinoZi Freelancer (Seller) Terms. Defined terms in the Terms of Use have the same meaning in this policy. Nothing in this policy limits the Australian Consumer Law (ACL).

Contents

1. About this policy
2. Who is the seller
3. Delivery payments
4. How to request a Delivery refund
5. Chargebacks and payment disputes
6. Bank transfer payments
7. Subscriptions
8. Pro trials
9. Link Extensions
10. Extra Storage
11. 12-month retention add-on
12. Platform Fees after a refund
13. Australian Consumer Law
14. Complaints

1. About this policy

This Refund Policy is issued by GinoZi, a business name of Madhaus Pty Ltd (ACN 659 024 290, ABN 92 659 024 290), an Australian proprietary company (we, us, our). It applies from 12 November 2026 and should be read with the Terms of Use.

It covers five kinds of payment, which have different sellers and different refund paths: Client payments to unlock Files, Subscriptions paid by Freelancers to GinoZi, the Link Extension paid by a Purchaser to GinoZi (currently A$5), Extra Storage paid by Freelancers to GinoZi, and the optional 12-month retention add-on paid by Free-plan Freelancers to GinoZi.

2. Who is the seller

GinoZi's only charges are the Platform Fee, paid Subscriptions, the Link Extension, Extra Storage, and the optional 12-month retention add-on on the Free plan. Paid-plan Freelancers do not pay a per-transaction Platform Fee. A Delivery payment is not a GinoZi charge. On a paid plan, Freelancers do not pay a fee merely to keep Files for 12 months after unlock. On the Free plan, keeping Files for 12 months after unlock is an extra charge.

3. Delivery payments

When a Client pays to unlock Files, the contract for those Files is between the Client and the Freelancer. The Freelancer sets the price, attaches any Usage Licence, and is responsible for the Files matching the Preview and the description.

The Freelancer is responsible for deciding whether to refund a Delivery payment, for processing that refund through their own Stripe account or otherwise, and for dealing with Stripe disputes and chargebacks on that payment. If the Freelancer's Stripe account goes into a negative balance, the Freelancer remains responsible to Stripe under Stripe's own agreements. Stripe, not GinoZi, carries unpaid negative balances on the Freelancer's connected account. GinoZi does not hold or control the Delivery funds, and is not liable for those refunds, disputes, chargebacks or negative balances, except to the extent we cannot exclude liability under the ACL or another law. We expect Freelancers to handle refund requests promptly, fairly, and in accordance with the ACL and any other law that applies to their supply.

GinoZi does not have to refund a Delivery payment from its own funds, and a complaint about the Files should be raised with the Freelancer first where you can. This does not limit any claim you may have against GinoZi under the ACL in respect of our own services or our own conduct.

A change of mind after the Files have been unlocked does not, by itself, require the Freelancer or GinoZi to give a refund. The ACL may still require a refund or other remedy if the Files or the supply fail to meet a consumer guarantee (for example, they are not of acceptable quality, or they do not match the Preview or description in a way the law treats as a failure).

4. How to request a Delivery refund

Contact the Freelancer first, using the contact details on the Delivery or any other address the Freelancer has given you. Say which Delivery you mean, what went wrong, and what you would like done.

If you cannot reach the Freelancer, or you have not had a reasonable response, you may write to hello@ginozi.com. We can pass your request to the Freelancer and, where we reasonably can, help with Platform records (for example, whether a payment was made or a download occurred). We cannot compel a particular outcome except where the law requires us to act, or where Stripe requires us to be involved.

If a refund is agreed, the Freelancer should process it through the Platform where they can, or otherwise through their own Stripe account for a Stripe payment, or by bank transfer for a bank-transfer payment, in a reasonable time.

For a Stripe Delivery payment, we update the Client's access to the Files when the payment changes. If the payment is fully refunded, including a refund the Freelancer makes in their own Stripe Dashboard, we lock the Files again and the Client's download access ends. If only part of the payment is refunded, we record the partial refund and the Client keeps access. After a full refund, you must stop using the Files and must delete any copies you have already downloaded, unless the Freelancer agrees otherwise. Locking the Files again ends download access on the Platform. It cannot retrieve copies you have already downloaded.

5. Chargebacks and payment disputes

If you paid by card or another Stripe method, you may also be able to dispute the payment with your card issuer. Your issuer has its own time limits and rules. A chargeback is a claim against the Freelancer as merchant of record, not against GinoZi, for a Stripe Delivery payment. The Freelancer carries that dispute in their own Stripe Dashboard. Bank transfer payments have no Stripe chargeback route, as explained in section 6.

The Freelancer must respond to disputes and chargebacks on time, and must bear chargeback amounts, Stripe dispute fees, and any related reserve or recovery, as between the Freelancer and GinoZi, except to the extent a loss was caused by GinoZi's failure to provide the Platform with reasonable care and skill or by a matter the law does not allow us to pass on. If that leaves the Freelancer's Stripe account with a negative balance that is not repaid, Stripe, not GinoZi, carries that unpaid balance. The Freelancer remains responsible to Stripe under Stripe's own agreements. GinoZi is not liable for that unpaid balance. GinoZi does not hold or control the Delivery funds, and does not manage the Freelancer's Stripe account or payouts.

We may keep download, approval and IP logs for at least 3 years, only as evidence for payment disputes and chargebacks, as described in the Privacy Policy. Those logs do not bind a Delivery link to a person or an IP address. Because links can be forwarded, log evidence may not prove who used the link.

If a payment dispute is opened on a Stripe Delivery payment, we suspend the Client's access to the Files while the dispute is open. If the Freelancer wins the dispute, we restore access. If a Freelancer has a high rate of refunds, disputes or chargebacks, or does not cooperate in a dispute, we may limit features on the Platform, or suspend or close the Freelancer's GinoZi account, in line with the Terms of Use, the Freelancer (Seller) Terms, and Stripe's rules.

6. Bank transfer payments

Bank transfer is GinoZi's own payment flow. It is available only on the Pro and Teams plans, not on the Free plan or Starter. It is not a Stripe payment method. The Client pays straight into the Freelancer's bank account and uploads a receipt. An AI model provided by xAI checks the receipt, then the Freelancer confirms receipt and unlocks the Files manually. GinoZi never holds bank transfer funds, and GinoZi does not charge a Platform Fee or any other transaction fee on a bank transfer payment. If the Client paid by bank transfer, refunds are arranged between the Freelancer and the Client, usually by a return transfer to the account that paid. After a full refund, the Client must stop using the Files and must delete any copies they have already downloaded, unless the Freelancer agrees otherwise.

An automated (AI) receipt check, if used, is only an aid. It is not a guarantee of payment. Disputes about a bank transfer payment, including a refund request, a failed transfer, or a disputed receipt, are between the Client and the Freelancer. There is no Stripe chargeback route for bank transfer payments. This does not limit any right a consumer may have under the ACL in respect of GinoZi's own services. Freelancers should confirm that funds have actually arrived, and have cleared, before unlocking and before spending those funds.

7. Subscriptions

Starter, Pro and Teams Subscriptions are sold by GinoZi to the Freelancer. All GinoZi prices are in Australian dollars and include GST. Monthly and yearly billing are both available. Starter is A$9.50 a month billed yearly (A$114 a year), or A$13.50 billed monthly. Pro is A$26 a month billed yearly (A$312 a year), or A$35 billed monthly. Teams is the Pro price for the same billing period, plus 80% of that Pro price for each extra seat. For example, yearly Teams billing is A$26 a month (A$312 a year) plus A$20.80 a month (A$249.60 a year) for each extra seat, and monthly Teams billing is A$35 plus A$28 for each extra seat. Each paid plan includes 500 GB of storage. Current prices are also shown on the Platform's pricing page.

Subscriptions automatically renew unless you cancel before the renewal date through https://app.ginozi.com/dashboard/billing, or by writing to hello@ginozi.com in time for us to process the cancellation. Cancellation is not a mid-term downgrade. If you cancel, you keep any paid plan benefits until the end of the period you have already paid for, and the Subscription does not renew. You may sign back in and use the rest of that paid term until it ends. You will then return to the Free plan, which includes 3 GB of storage, 5 Sends in a calendar month (measured in Australia/Sydney time) without a Platform Fee, and a 2% Platform Fee on further Sends that month. Extra Storage is not available on the Free plan. There are no mid-term downgrades. You cannot change to a lower plan during the current paid term.

For a monthly Subscription, a plan change, including a downgrade, needs at least 30 days' notice before the next renewal, and takes effect at that renewal. If you do not give at least 30 days' notice, the change will not take effect at the coming renewal. For a yearly Subscription, you keep your plan for the full paid year. There are no refunds or credits for unused time on a yearly Subscription, except where the ACL or this policy requires it. We do not have to give a change-of-mind refund for unused time in a monthly billing period that has already started, except where the ACL or this policy requires it. Nothing in this policy excludes your ACL rights.

If we increase a Subscription price, we will give at least 30 days' notice. The new price applies from the next renewal. You may cancel before it takes effect. If we fail to supply the Subscription service in accordance with the ACL, you are entitled to a remedy, which may include a refund, as explained in section 13.

If we withdraw the Platform or a paid plan entirely, we will not charge a further period, and we will explain any refund of unused prepaid time in a way that is consistent with the ACL.

8. Pro trials

A 14-day Pro trial is offered on the terms shown at sign-up. Starting a trial requires a payment card. We will send a daily countdown reminder from day 7 of the trial until the trial ends.

If you cancel before the trial ends, you will not be charged for Pro. If you do not cancel in time, the trial converts to a paid Pro Subscription and you are charged the Pro price for the billing cycle you chose, currently A$26 a month billed yearly (A$312 a year) or A$35 billed monthly. A converted Subscription is then treated under section 7.

We will not charge a trial that we have clearly described as free if you cancel within the trial period in the way we reasonably ask you to. If we charge you in error, we will refund that charge.

9. Link Extensions

A Link Extension is sold by GinoZi to the Purchaser only, and is kept by GinoZi. It is currently A$5, including GST. It extends an expired Unlock Period by 7 days, and is offered only while the Files are still within the applicable storage period after unlock, as set out in the Terms of Use. It does not extend storage, and it cannot restore Files that have already been deleted. The Purchaser may buy more than one Link Extension for the same Delivery while the Files remain within that applicable storage period. The price payable is the price shown at purchase.

If we accept the payment and successfully extend the Unlock Period, we do not have to give a change-of-mind refund, because the service has been supplied. If we take payment but fail to extend the link, or the Files were already deleted or otherwise unavailable when you paid, we will refund the Link Extension charge. Your ACL rights also apply if our service fails to meet a consumer guarantee.

A Link Extension refund, where payable, is processed by GinoZi, usually back to the original payment method.

10. Extra Storage

Extra Storage is sold by GinoZi to the Freelancer, and is not available on the Free plan. The Free plan includes 3 GB of storage. Each paid plan (Starter, Pro and Teams) includes 500 GB of storage. Beyond that, Extra Storage costs A$7 a month, including GST, for each extra 500 GB. Extra Storage is extra capacity only. It does not change how long Files are kept. On a paid plan, Files are kept for 12 months after unlock at no extra charge. On the Free plan, keeping Files for 12 months after unlock is an extra charge, as set out in section 11. All GinoZi prices, including Extra Storage, include GST.

Extra Storage automatically renews unless you cancel before the renewal date through https://app.ginozi.com/dashboard/billing, or by writing to hello@ginozi.com in time for us to process the cancellation. If you cancel, you keep the paid capacity until the end of the period you have already paid for. We do not have to give a change-of-mind refund for unused time in a billing period that has already started, except where the ACL or this policy requires it.

We will warn you as you near your storage limit. If an upload would take an account over its allowance, we will block that upload until you upgrade or free up space. An account cannot go over its storage limit. If you cancel or stop paying for Extra Storage, or a plan change takes effect that gives you a lower allowance, and your stored Files then exceed the new allowance, we will block new uploads. Files that take the account over the new allowance can only be accessed by the Freelancer if the Freelancer upgrades, buys Extra Storage where Extra Storage is available, or pays any fee shown on the Platform. That does not, by itself, change when those Files are later deleted under the Terms of Use, it does not create an earlier deletion date, and it does not limit any remedy you have under the ACL.

If we increase an Extra Storage price, we will give at least 30 days' notice. The new price applies from the next renewal. You may cancel before it takes effect. If we fail to supply Extra Storage in accordance with the ACL, you are entitled to a remedy, which may include a refund, as explained in section 13. If we take payment but do not provide the extra capacity you paid for, we will refund that charge. If we withdraw Extra Storage entirely, we will not charge a further period, and we will explain any refund of unused prepaid time, and what will happen to stored Files, in a way that is consistent with the ACL.

11. 12-month retention add-on

The optional 12-month retention add-on is sold by GinoZi to a Freelancer on the Free plan, at [FREE 12-MONTH RETENTION PRICE], including GST. The current price is also shown on the Platform. It keeps unlocked Files for 12 months after unlock instead of the Free plan's default period, which is 30 days active, then 30 days archived, then deletion. Paid plans already include 12-month retention at no extra charge. Extra Storage is a different charge, for capacity on a paid plan, and is not available on the Free plan.

How this add-on is billed, and how you cancel it, will be shown on the Platform and at purchase. We do not have to give a change-of-mind refund once the add-on has been supplied, except where the ACL or this policy requires it. If we take payment but do not provide the 12-month retention you paid for, we will refund that charge. If we fail to supply the add-on in accordance with the ACL, you are entitled to a remedy, which may include a refund, as explained in section 13. If we increase the price, we will give at least 30 days' notice, and the price payable is the price shown at purchase, unless the add-on is billed as a recurring charge, in which case a price increase applies from the next renewal or billing date.

12. Platform Fees after a refund

On the Free plan, after the first 5 Sends in a calendar month, GinoZi charges the Freelancer a 2% Platform Fee on later Sends. A Send is counted only when the Client's payment is completed. The Platform Fee is always collected through Stripe, because bank transfer is not available on the Free plan. Paid plans do not pay this fee.

The 2% Platform Fee is not refunded or reversed if the Freelancer later refunds the Client, or if a chargeback succeeds. Stripe processing fees are paid by the Freelancer directly to Stripe. GinoZi does not pay those fees, and does not pass them on as a GinoZi charge.

13. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy under the ACL or any other law that cannot lawfully be excluded or limited.

If you are a consumer and a service we sell (a Subscription, a Link Extension, Extra Storage, the 12-month retention add-on, or the Platform itself) has a major failure, you may reject it and recover a refund, or recover compensation for any drop in value, and you may also be entitled to compensation for reasonably foreseeable loss. For a minor failure, we may remedy it, including by resupplying the service. If we cannot do so in a reasonable time, you may have a right to a refund or other remedy.

Consumer guarantees that apply to the Files themselves are, in general, the Freelancer's responsibility as the supplier of those Files. That does not limit any claim about our own services or conduct.

14. Complaints

For a Delivery payment, contact the Freelancer first, then hello@ginozi.com if you still need help. For a Subscription, trial charge, Platform Fee, Link Extension, Extra Storage, or the 12-month retention add-on, contact hello@ginozi.com. We will aim to respond within 30 days.

You may also have a right to use an external dispute service, including a state or territory tribunal or a court of competent jurisdiction, or, for a card payment, your card issuer. This policy is governed by the laws of New South Wales, without limiting a consumer's right to use a forum the ACL or another law allows.