Billing, Payments & Refunds Policy

VexOp+ is billed per company on the plan you choose (see the Pricing page for current amounts). All prices are in Australian Dollars (AUD). Every receipt we issue carries a receipt number. VexOp+ is operated by Vexop Holdings Pty Ltd (ABN 41 699 299 815).

Self-serve signups include a 7-day free trial. A valid card is required to start it, and $0.00 is charged on day one. The exact amount and date of your first payment are shown on the signup page before you enter your card, and that first payment is taken on day 8 unless you cancel first. You can cancel any time during the trial from Settings, Billing, and nothing will be charged. One trial per business.

By subscribing you give us a recurring payment authority: your nominated card is charged the plan amount at the start of each billing period (monthly or annual) until you cancel.

Card payments are processed by Square. Your card number is captured and stored by Square and never touches VexOp servers; we hold only a reference token plus the card brand, last four digits and expiry so you can recognise your card in the app. You can replace or remove the stored card at any time in Settings, Billing.

Your billing date anchors to the day your paid subscription started (for trials, day 8). Monthly plans renew each month on that day, annual plans each year; where a month is shorter than your anchor day the charge falls on the last day of that month. Each renewal charges the then-current price of your plan and emails you a receipt. Your next payment amount and date are always visible in Settings, Billing.

Subscriptions VexOp sets up for you

Where VexOp arranges your plan with you (for example an Enterprise plan), the plan, the exact amount, the start date and the date to add a card by are shown in Settings, Billing before you enter a card. Nothing is charged until you add a card, agree to these terms and press Start subscription. If the subscription starts that day, the first payment is taken then; otherwise it is taken on the start date. Your billing date anchors to that first payment.

Upgrades

Upgrades take effect immediately. You are charged only the difference for the remainder of the current billing period, and the exact prorated amount is shown before you confirm; that figure is what is charged. Your renewal date does not change.

Downgrades

Downgrades are scheduled: you keep everything you paid for until the end of the current period, and the lower plan (and lower price) starts from your next renewal. Nothing is charged or refunded when you schedule a downgrade, and you can cancel the scheduled downgrade any time before it takes effect.

During a trial

Switching plans during a trial is free; your day-8 payment is simply at the new plan's price.

If a payment is declined we email you and try the card again the next day. Your features stay on while that retry is pending, and your account is marked past due.

If the retry is also declined, paid features pause and we email you the overdue invoice. We keep trying the card with three further attempts, 3, 7 and 14 days after paid features pause. If none of them succeeds the retries stop and paid features stay paused until the payment is made.

Paying restores everything immediately. Saving a working card in Settings, Billing charges the outstanding amount straight away and switches your paid features back on in the same step, and a successful retry does the same.

Cancel any time in Settings, Billing. Cancellation takes effect at the end of the period you have paid for; you keep full access until then. If you change your mind before the period ends, reactivating is free and your plan continues as if nothing happened. After a subscription ends you can start a new plan at any time. Data retention and export after cancellation are governed by the Terms of Service.

Subscription fees are non-refundable, for monthly and annual plans alike, except as set out here or required by law. Cancelling does not generate a pro-rata refund; instead you keep access until the end of the paid period.

Billing errors are always made right. If you are charged in error (for example a duplicate charge, or a charge after a confirmed cancellation), contact support@vexop.com.au and we will investigate within five business days and refund verified errors promptly to the original card.

Nothing in this policy limits your rights under the Australian Consumer Law, including remedies for major failures of the service.

If we change plan pricing or usage rates we will email you at least 30 days before it affects you, and the new price only applies from a renewal after that notice. The email states your current and new amounts and the date of your first payment at the new price, and we remind you again 30 days and 7 days before that payment. Where we keep an existing subscriber’s current price for longer, the email says for how long. If you do not wish to continue at the new price you can change your plan or cancel before that renewal and pay nothing further.

Two kinds of usage are charged on top of your plan fee. They are charged in arrears: the usage in a billing period is added to the payment at the start of the next one, and each kind appears as its own line on that receipt. You can see the usage so far in the current billing period at any time in Settings, Billing.

Text messages

Each text message your account sends is charged at A$0.10 per message segment. A standard text of up to 160 characters is one segment; longer texts, and texts with characters such as emoji, use more. The opt-out link we add to customer texts counts towards the length. Texts that fail to send are not charged.

AI above your plan’s allowance

Plans with AI features include a monthly AI allowance (Pro includes US$25 and Enterprise US$250 a month, measured as what the AI provider charges us in US dollars). AI use above the allowance in a billing period is charged at our cost plus 20%, converted to Australian dollars at a fixed rate of A$1.55 per US$1. On a yearly plan the allowance for the year is twelve times the monthly allowance. So that a bill can never run away, AI pauses for the rest of a calendar month once that month’s use reaches four times the monthly allowance, and it starts again on the 1st.

When usage is not charged

Usage during a free trial is not charged. On the Free plan, and on accounts we invoice rather than charge by card, AI stops at the allowance instead of being charged, and any other usage arrangement is agreed with you. Usage charges apply to billing periods that begin on or after 1 November 2026. Any other additional service is agreed with you before it is charged.

Additional services (for example migrations, custom work or Enterprise arrangements) are invoiced separately with an itemised invoice (amounts in AUD) and a secure online payment link. One-off invoice payments are single charges; they never store a card and never create a recurring authority.

If a charge looks wrong, please contact us first; almost every issue is resolved faster with us than through a bank dispute. We respond to all billing queries within five business days and honour the refund commitments in Section 8.

Billing questions: support@vexop.com.au.