Products Solutions Company Customer Stories Support Contact LAUNCH This Refunds Policy forms part of the customer terms for the services offered by 1-Stop. This Refunds Policy prevails over anything in those terms and is subject to the Australian Consumer Law set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth) 1. Definitions “1-Stop” means 1-Stop Connections Pty Ltd ABN 58 102 573 544; “cancellation notice” has the meaning given to it in section 6.1; “debit” means a particular transaction where a debit is made; “financial institution” is the financial institution where you hold the nominated account ; “nominated account” means the account held at your financial institution from which 1-Stop is authorised to arrange for funds to be debited; and “you” or “your” means yourself individually. 2. Notification and enquiries All notifications, cancellations, and refund enquiries must be made in writing by email to helpdesk@1-stop.biz 3. Claims for non-receipt of services 1-Stop is not liable for any claims of non-receipt of services where that was a result of an incorrect email address and/or mobile phone number provided by the customer to 1-Stop. You are responsible for providing the correct/working email address and/or mobile phone numbers. 4. Disputed charges If you believe that there has been an error in debiting your nominated account or Credit Card, you must immediately notify 1-Stop as soon as practicable that you become aware of the error on 1300 881 055 (Australia), +61 2 9588 8900 (International) or by emailing helpdesk@1-stop.biz 5. Fraudulent credit card charges or fraudulent claims All requests to negate charges are investigated by our technical department and may be reviewed by our legal advisors. If you make a fraudulent claim for unauthorised card usage, we will report this to your card issuer and the police. 6. Available funds, authorisation to draw funds, and change of payment method 6.1 It is your responsibility to ensure that sufficient clear funds are available in the nominated account to allow a debit to be made on its due date. 6.2 It is your responsibility to ensure that the authorisation given to draw on the nominated account is identical to the account signing instruction held by the Financial Institution where the account is based. 6.3 It is your responsibility to advise 1-Stop if the account nominated by you to be drawn against is transferred or closed. 6.4 It is your responsibility to arrange with 1-Stop a suitable alternate payment method if you wish to change the account where payments are made from. 6.5 It is your responsibility to check that all billing information provided to you is correct before the associated direct debit transaction occurs. You should also check your account statement to verify that the amounts debited from your account are correct 6.6 If there are insufficient clear funds in your nominated account: (a) you may be charged a fee and/or interest by your financial institution; (b) 1-Stop, in its sole discretion, may charge you an administration fee of 10% for each debit returned unpaid; and (c) you must arrange for the debit payment to be made by another method or arrange for sufficient clear funds to be in your nominated account by an agreed time so that 1-Stop can process the debit payment. 7. Refund policy for Annual Subscriptions (1-Stop Gateway and ComTrac) 7.1 Subject to sections 6.2 and 6.3, if you elect to terminate your subscription to a 1-Stop service or cancel your account prior to the end of your then current subscription term, no refunds or credits for subscription charges or other fees or payments will be provided to you. 7.2 You may elect to cancel annual subscriptions by providing written notice of cancellation to 1-Stop via email at helpdesk@1-stop.biz at least 7 days prior to your annual subscription payment falling due on the 15th day of the calendar month (Cancellation Notice). 7.3 On receipt of a Cancellation Notice, any refund due and owing to you will be calculated and paid by 1-Stop on a pro-rata basis, excluding setup fees and administration fees (if any). 7.4 1-Stop Gateway Subscription fee: The 1-Stop Gateway subscription fee payable to 1-Stop has an initial 30-day money-back satisfaction guarantee. If you are not 100% completely satisfied with our Gateway services within the first 30 days of initial subscription, you will be given a full refund of the subscription amount excluding setup fees and administration fees (if any). This policy does not apply to any other additional chargeable services utilised during this period such as Alerts and Notifications messages. 7.5 Refund of unused users or alerts: 1-Stop will not refund the difference should you wish to decrease your subscription tier prior to the expiry date of your subscription service. 8. Refund policy for Security Cards (1-Stop Access and Maritime Security Identification Cards (MSIC)) 8.1 The fee levied by 1-Stop is for the full application process and not exclusively for the issuance of the MSIC access card. 8.2 Failure to provide the correct information in accordance with section 6 of the Terms and Conditions for the issue and use of an MSIC may result in a new application that will attract a new application fee. 8.3 If: (a) an application for an MSIC has been lodged and accepted by 1-Stop or their agent; and (b) it is determined that the application: (i) contains incorrect information that was supplied by you; or (ii) is rejected in accordance with sections 9 and 10 of the Terms and Conditions for the issue and use of an MSIC, then no refund of fees will be payable. 8.4 The MSIC will be destroyed if the card has not been collected within 12 months of the card being issued. A new application will be required attracting the full application fee. 8.5 Failure to collect the MSIC within the required timeframe as indicated on the Card Collection Notification will attract an administration fee for the costs incurred by 1-Stop of re-sending the card to the location indicated on the card collection notice. 8.6 1-Stop reserves the right to levy any additional fees associated with non-compliance of the application process or usage of the card caused by you. 8.7 No refund of fees will be payable where the card has been suspended or cancelled before the due expiry date. 8.8 1-Stop will publish the schedule of fees associated with the MSIC application on the 1-Stop Security Cards (MSIC) website. 9. 1-Stop Gateway and ComTrac Subscription 9.1 The subscription amount associated with the 1-Stop Gateway and ComTrac service is payable annually and will be drawn yearly (direct debit/credit card option) on the commencement date or month of your subscription for the annual amount stipulated on the 1-Stop website at the time the amount is to be drawn and authorised in the Direct Debit/Credit Card Request Authority Form. 9.2 Term Subscriptions are deemed to be taken up on an annual basis and will automatically renew on each anniversary. 9.3 1-Stop subscription tiered usage plans are subject to a tier pricing model summarised as follows: 1-Stop Gateway – per user basis ComTrac – per alert basis 9.4 Please refer to the 1-Stop website for an updated pricing schedule – www.1-stop.biz. 9.5 If, during the period of your subscription service you require: (a) Additional users; or (b) Additional alerts, which results in you moving to a higher tier, then the price difference in respect of the higher tier is required to be paid either via 1-Stop’s online payment system ComPay or electronic funds transfer (EFT) to 1-Stop’s nominated account prior to the higher tier being activated. OPERATIONS Vehicle Booking System (VBS) 1-Stop Modal VBS 1-Stop Hybrid 1-Stop Modal Train Consist (Rail) Rail Tagging and Release Electronic Import Delivery Order (EIDO) REPORTING Customs Reporting TRACKING 1-Stop Gateway ComTrac Booking Validation (Shipping Line) 1-Stop App SECURITY Security Cards (MSIC) PAYMENT ComPay POSTAL ADDRESS 1-Stop Connections Pty Ltd Po Box 3201, Redfern NSW, 2016 Australia SALES & SERVICE DESK 1300 881 055 (Australia) +61 2 9588 8900 (International) helpdesk@1-stop.com MEDIA ENQUIRIES Kaylee Salzke ksalzke@1-stop.com INFORMATION Home Company Careers Support Contact Disclaimer Privacy Policy Refund Policy Terms and Conditions SOCIAL Facebook Twitter LinkedIn © 2021 1-STOP CONNECTIONS PTY LTD - A.B.N. 58 102 573 544