Refund & Cancellation Policy

The Rider (free) plan has no cost and no billing. You may use it indefinitely with no obligation. No refund is applicable.

Monthly subscriptions (Pro Rider at $10/month, Business at $49/month) are billed at the start of each billing cycle and are non-refundable.

If you cancel a monthly subscription:

• You will retain access to your paid plan features until the end of the current billing period.
• Your account will then move to the free Rider plan automatically.
• Your horse and rug data will be retained and accessible on the free plan (subject to free tier limits).
• No partial refund will be issued for the remainder of the billing period.

We encourage you to try the free plan before upgrading to make sure Rugged Up is the right fit.

Annual subscriptions (Pro Rider at $96/year, Business at $470/year) are billed upfront for the full year.

We do not offer refunds on annual subscriptions as a standard policy. However, if you wish to change your billing arrangement:

• You may request a downgrade from annual to monthly billing at any time by contacting us at hello@ruggedup.app.
• If approved, your plan will be converted to monthly billing at the end of your current annual period. You will continue to receive the full annual plan until expiry.
• We do not issue pro-rata refunds for the unused portion of an annual subscription under normal circumstances.
• Exceptional cases (e.g. serious illness, extended hospitalisation, verified hardship) may be considered individually — please contact us.

If you believe a charge has been made to your payment method without your authorisation — including if your card or payment details were used by someone else without your consent — please contact us immediately at hello@ruggedup.app.

We will:

• Investigate the claim promptly and in good faith.
• Where fraud or unauthorised use is verified, issue a full refund for the affected charge(s).
• Suspend or terminate any account associated with fraudulent activity.
• Assist you in securing your account and payment details.

These cases are handled individually and we aim to resolve them within 5 business days of receiving your report.

If a charge was made due to a shared payment method (e.g. a family member used your card with your knowledge), this does not constitute fraud and the standard non-refund policy applies.

If you experience a significant issue with the Platform — including persistent bugs, incorrect billing, or a service that did not match our description — we want to hear about it.

Please contact us at hello@ruggedup.app with:

• Your name and account email.
• A description of the issue and when it occurred.
• Any screenshots or supporting information.

We will review your complaint and respond within 5 business days. Depending on the nature and severity of the issue, we may offer:

• A free month of subscription as a goodwill gesture.
• A technical fix or workaround.
• A direct discussion with our team to find an appropriate resolution.

We are a small team that genuinely cares about the experience we deliver. We'd always rather talk it through than leave you feeling unheard.

If a scheduled payment fails (e.g. due to an expired card), your account will enter a 7-day grace period. During this time:

• You will retain access to your paid features.
• We will send you an email notification asking you to update your payment details.

If payment is not received within 7 days, your account will automatically downgrade to the free Rider plan. Your data will be preserved. You can resubscribe at any time to regain paid access.

No charge is made during the grace period for the failed payment. The subscription simply lapses if not renewed.

You can cancel your subscription at any time by:

• Going to your Account Settings in the app and selecting "Manage Subscription".
• Emailing us at hello@ruggedup.app with your name and account email.

Cancellation takes effect at the end of your current billing period. We do not charge cancellation fees.

Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under the Australian Consumer Law (ACL), including any statutory guarantees that cannot be excluded by contract.

If you believe you are entitled to a remedy under the ACL that is not addressed in this policy, please contact us and we will consider your request in good faith.