1. Overview
1.1 This Refund Policy sets out the circumstances in which UNICASH may refund, re-credit Points, or provide other remedies in respect of Memberships, Point Boosters, Gift Card redemptions, Draw entries, and other Platform features.
1.2 This Policy applies in addition to the UNICASH Terms and Conditions and any applicable Promotion-Specific Terms. Capitalised terms not defined in this Policy have the meaning given in the Terms and Conditions.
1.3 Nothing in this Policy excludes, restricts, or modifies any right, remedy, or guarantee available to a Member under the ACL or any other law that cannot lawfully be excluded.
2. Australian Consumer Law
2.1 As an Australian consumer, the Member has automatic consumer guarantees under the ACL, including guarantees that:
(a) services will be provided with due care and skill; (b) services will be fit for any disclosed purpose; and (c) services will be provided within a reasonable time where no time is specified.
2.2 Where UNICASH fails to meet a consumer guarantee, the Member is entitled to a remedy under the ACL. Depending on the nature of the failure, the remedy may be re-supply of the service, refund, or compensation for reasonably foreseeable loss.
2.3 Where a failure is major (for example, where the service is wholly unfit for its purpose, or there is a substantial breach that cannot be remedied in a reasonable time), the Member may choose the remedy. Where a failure is minor and capable of remedy, UNICASH may choose the remedy.
2.4 A Member who believes a consumer guarantee has been breached should contact support@unicash.com.au with relevant details for investigation.
3. Memberships (UniOne, UniPlus, UniMax)
3.1 Cancellation, not refund
3.1.1 Membership operates as a monthly recurring subscription. A Member may cancel at any time in Account settings or by emailing support@unicash.com.au.
3.1.2 Cancellation stops future billing. Cancellation takes effect at the end of the current billing cycle, and the Member retains Membership Benefits until that date.
3.1.3 Membership fees paid in respect of the current or any prior billing cycle are not refundable on cancellation, except as required by law or under clause 3.2.
3.2 Circumstances permitting Membership refund
UNICASH will consider issuing a full or partial Membership refund on request where one or more of the following applies:
(a) Duplicate charge. The Member has been charged twice for the same Membership cycle as a result of a system error; (b) Unauthorised charge. The Membership was activated or renewed without the Member's authority (for example, where another person has used the Member's payment method) and the Member has notified UNICASH promptly; (c) Initial cancellation window. The Member cancels within [7] days of their first paid subscription cycle (a goodwill cooling-off window for new Members), provided that the Member has not received material value from the Membership during that period (including by using Major Draw entries, using promotional Points, or winning a Prize); (d) ACL failure. A failure of a consumer guarantee under the ACL entitles the Member to a refund; (e) UNICASH error. A material UNICASH error results in the Member not receiving the Membership Benefits paid for, and the Benefits cannot reasonably be re-supplied; or (f) Other circumstances at UNICASH's reasonable discretion.
3.3 Circumstances in which Membership refund is not available
Membership fees are not refundable where:
(a) the Member has changed their mind after the initial cancellation window in clause 3.2(c); (b) the Member has used (or could reasonably have used) the Benefits paid for in the current cycle, including Major Draw entries, promotional Points, or Bonus Draw access; (c) the Member has entered a Draw and the Draw outcome was not in the Member's favour; (d) the Member has not cancelled before a renewal date and the renewal has processed; or (e) the Member did not log in or use the Platform during the billing cycle.
3.4 Failed renewals
Where a renewal fails, no refund is payable because no payment has been collected. UNICASH may retry the charge, notify the Member to update the payment method, suspend Benefits, or cancel access in accordance with the Terms.
4. Point Boosters
4.1 Digital goods, immediate supply
4.1.1 Point Boosters are digital products supplied immediately on successful payment by crediting Points to the Member's Account.
4.1.2 By purchasing a Point Booster, the Member expressly consents to immediate supply and acknowledges that, to the extent permitted by law, statutory cooling-off rights for distance or online sales do not apply to immediate-supply digital products.
4.1.3 Point Boosters are non-refundable once Points have been credited, except in the circumstances set out in clause 4.2.
4.2 Circumstances permitting Point Booster refund
UNICASH will consider issuing a full or partial refund on request where one or more of the following applies:
(a) Duplicate purchase. The Member has been charged twice for the same Point Booster as a result of a system error and the duplicate Points have not been spent; (b) Unauthorised purchase. The purchase was made without the Member's authority and the Member has notified UNICASH promptly; (c) Points not credited. Payment was successfully processed but the Points were not credited to the Member's Account, and the Points cannot reasonably be credited retrospectively; (d) Material listing error. The Point Booster listing contained a material pricing or quantity error which the Member could not reasonably have understood to be a genuine offer; (e) ACL failure. A failure of a consumer guarantee under the ACL entitles the Member to a refund; or (f) Other circumstances at UNICASH's reasonable discretion.
4.3 Points already spent
Where Points from a Point Booster have already been spent (for example, used to enter a Draw, redeem a Gift Card, or otherwise applied to Platform features), a cash refund is not available. UNICASH may, in appropriate cases, offer a Point credit, partial refund, or other goodwill resolution.
5. Gift Card redemptions
5.1 Successful redemptions are final
5.1.1 Once a Gift Card has been successfully issued and delivered by the Gift Card Provider, the redemption is final. Points are not refundable.
5.1.2 The Gift Card is a digital product issued by a third-party retailer brand and the Gift Card Provider; UNICASH does not receive or hold the Gift Card code at any time (see Terms and Conditions clause 9.5.1).
5.2 Failed redemptions — automatic Points re-credit
5.2.1 Where a redemption order fails before the Gift Card is issued and delivered (for example, where the brand is out of stock, the Gift Card Provider's system returns an error, or the request is invalid), the deducted Points are automatically re-credited to the Member's Account. UNICASH notifies the Member by email or in-app.
5.2.2 This re-credit is operational and not a refund of money; no money was charged in connection with the redemption, and only Points were debited.
5.3 Delivery problems
5.3.1 Where the gift email has not been received within a reasonable period, the most common causes are delivery to spam or an incorrect Recipient email address.
5.3.2 A Member may request a resend of the gift email by contacting support@unicash.com.au within the period displayed on the Platform. Where a resend is not possible (for example, where the Gift Card Provider has confirmed delivery to the address provided by the Member), UNICASH is not obliged to re-issue the Gift Card or re-credit Points, except as required by law.
5.4 Disputes about the Gift Card itself
5.4.1 Where the Gift Card cannot be redeemed at the retailer brand, has an unexpected expiry, has a balance issue, or otherwise presents a problem after delivery, that matter is between the Member (or the Recipient) and the issuing retailer brand or the Gift Card Provider, under their own terms and conditions.
5.4.2 UNICASH is not the issuer or merchant of the Gift Card. UNICASH will, on reasonable request, facilitate contact with the Gift Card Provider; no outcome is guaranteed.
5.5 No cash refund of Gift Cards
Gift Cards are not redeemable for cash, except where required by law. UNICASH does not provide cash refunds in respect of Gift Cards that have been successfully delivered.
6. Draw entries
6.1 Entry is final
6.1.1 Once the Member confirms entry into a Draw and the relevant Points have been deducted, the entry is final. Points are not refundable on the basis that the Member has changed their mind, the Draw has closed earlier than expected, or the Draw outcome is not in the Member's favour.
6.2 Circumstances in which Points may be re-credited
UNICASH may re-credit Points where:
(a) the Draw is cancelled before entries are accepted, in which case all deducted Points are re-credited; (b) the Draw is cancelled or materially varied after entries have been accepted, in which case UNICASH will determine an equitable remedy consistent with applicable law and any trade promotion permit (which may include re-crediting Points, substituting a Prize of equal or greater value, or running a replacement Draw); (c) the entry was deducted in error through no fault of the Member; (d) the entry is disqualified by UNICASH through no fault of the Member (for example, where a system error causes a duplicate entry that must be removed); or (e) applicable law requires it.
6.3 Disqualification for breach
Where an entry is disqualified for breach of the Terms or the Promotion-Specific Terms (including fraud, bot use, ineligibility, duplicate Accounts, or manipulation), Points are not re-credited and may be forfeited.
7. Scan Receipts rewards
7.1 Approved rewards
7.1.1 Where a Receipt is approved and Points or Fuel Rewards have been credited, those rewards are subject to the Terms (including the right to reverse rewards under clauses 8.5.2 and 8.6 of the Terms where the Receipt is later found to be ineligible).
7.1.2 Scan Receipts rewards are not refunded because no money has been paid for them; they are promotional balances.
7.2 Rejected Receipts
7.2.1 Where a Receipt is rejected, no rewards are credited. The Member may request a review under clause 8.7 of the Terms within [30] days of the decision.
7.3 Reversal of previously approved rewards
7.3.1 Where UNICASH reverses a previously approved reward because the underlying Receipt is later found to be ineligible, fraudulent, duplicated, refunded, returned, or otherwise invalid, the reversal is operational and is not a refund.
7.3.2 The Member may dispute a reversal by contacting support@unicash.com.au within [30] days of the reversal.
8. Chargebacks
8.1 Pre-chargeback dispute resolution
A Member with a billing concern must contact support@unicash.com.au before initiating a chargeback or payment reversal with their card issuer or PayPal.
8.2 Bona fide disputes
UNICASH will cooperate with bona fide chargeback investigations and will not penalise a Member for raising a legitimate dispute, including where the Member's payment method has been used without authority.
8.3 Abusive chargebacks
Where a chargeback is initiated without genuine cause (for example, in respect of a Membership cycle the Member has used, a Point Booster the Member has spent, or a Gift Card the Member has delivered to a Recipient), UNICASH may:
(a) dispute the chargeback with the relevant payment provider, including by providing evidence of authorisation and use; (b) suspend or terminate the Account under clause 4.5 of the Terms; (c) void related entries, Receipt rewards, Gift Card redemptions, or Prizes; (d) recover the disputed amount plus reasonable costs; and (e) where the chargeback is fraudulent, report the matter to law enforcement and the relevant payment provider.
8.4 Effect on Account
A chargeback may result in temporary suspension of the Member's Account while the matter is investigated. Suspension may include freezing of Points, pausing of redemptions, and holding of Draw entries.
9. Procedure for refund and remedy requests
9.1 Form of request
A refund or remedy request must be submitted to support@unicash.com.au from the email address registered to the Member's Account and must include:
(a) the Member's full name and registered email address; (b) the relevant Order ID, transaction date, and amount; (c) the remedy requested (refund, Points re-credit, resend of gift email, or other); (d) the reason for the request, including a brief description of the circumstances; and (e) any supporting evidence (for example, a screenshot of an error, a duplicate charge on a statement, or proof of unauthorised use).
9.2 UNICASH response
9.2.1 UNICASH will acknowledge each request within [two (2)] business days of receipt.
9.2.2 UNICASH will respond with a determination within [ten (10)] business days of the initial request, except where the matter is complex (including where information must be obtained from a third-party Gift Card Provider or payment processor), in which case UNICASH will keep the Member informed of progress.
9.2.3 Where UNICASH agrees to a refund, the refund is issued to the original payment method where practicable. Refunds typically appear in the Member's account within [five (5) to ten (10)] business days of being processed, depending on the Member's bank or payment provider.
9.2.4 Where UNICASH agrees to a Points re-credit rather than a cash refund, the credit will appear in the Member's Account once processed.
9.2.5 Where UNICASH declines a refund request, UNICASH will provide written reasons. The Member may escalate the matter as set out in clause 10.
9.3 Identity verification
For high-value or unusual refund requests, UNICASH may require reasonable identity verification before processing the refund.
9.4 Currency and amount
9.4.1 Refunds are made in Australian dollars (AUD).
9.4.2 Where a refund relates to a foreign-currency payment method, the amount returned to the Member's account may differ from the original charge due to foreign exchange movement and bank fees. UNICASH is not responsible for that difference.
9.5 Tax
Where a refund is issued in respect of a transaction that included GST, the refund will include the GST component on a proportionate basis, in accordance with Australian tax law.
10. Complaints and escalation
10.1 Where a Member is not satisfied with UNICASH's response to a refund request, the Member may reply to the support email and request escalation to a team leader. UNICASH will undertake a further internal review.
10.2 A Member may also lodge a complaint with:
(a) the Australian Competition and Consumer Commission (ACCC) at accc.gov.au; (b) the relevant state or territory consumer affairs body (for example, Consumer Protection WA, NSW Fair Trading, or Consumer Affairs Victoria); (c) the Member's payment provider (card issuer or PayPal) under that provider's dispute resolution process; or (d) where the matter relates to Personal Information, the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
10.3 Nothing in this Policy prevents the Member from exercising statutory rights.
11. Changes to this Policy
11.1 UNICASH may update this Policy. The current version is available at unicash.com.au/legal/refund-policy.
11.2 Material changes will be notified in accordance with clause 19 of the Terms and Conditions. Continued use of the Platform after the effective date of an update constitutes acceptance of the updated Policy.
12. Contact
Enquiries about this Policy, or refund or remedy requests, should be directed to:
[UNICASH Pty Ltd] ABN [90 693 062 538] [45 St Georges Terrace, Perth WA 6000] Email: support@unicash.com.au Web: unicash.com.au
This Refund Policy is to be read alongside the UNICASH Terms and Conditions, the UNICASH Privacy Policy, and any applicable Promotion-Specific Terms. Pre-launch versions of this document remain subject to legal review and may be updated before the public launch date.