Refund & Cancellation Policy · LlamaPath Pty Ltd

Overview

LlamaPath Pty Ltd (ACN 692 917 767) (we, us or our) provides managed automation services — designing, building, and operating production-grade autonomous AI systems — for business clients. Depending on the applicable Statement of Work (SOW), an engagement may include software deliverables, hosting, monitoring, maintenance, managed operations, transition assistance, or related services. Each engagement is scoped, priced, and governed by a signed Master Service Agreement (MSA) and any applicable SOW.

This policy explains, in plain language, how we handle cancellations, refunds, and payments. It applies to amounts you pay us, including amounts paid by card through an invoice or secure payment link. This website does not collect or store full card details.

In all cases, the signed MSA between you and LlamaPath is the governing document for your engagement. Where there is any inconsistency between this summary and your MSA, the MSA prevails. This policy should also be read together with our Website Terms of Use and our Privacy Policy.

How you pay, and what this policy covers

Fees for our services are set out in your MSA, SOW, or proposal. Depending on the engagement, you may pay:

a deposit or upfront fee (for example, a one-time build, onboarding or implementation fee payable before work begins);
milestone fees payable as stages are delivered and accepted;
approved additional fees for agreed change requests, out-of-scope work, or transition assistance;
hosting, subscription or operating fees for ongoing operation of your system; and
usage-based charges for the cloud, model-inference and third-party services your system consumes, billed by usage volume.

We do not sell or ship physical goods. Our services and any deliverables are provided remotely or electronically under the applicable SOW.

Where you pay by credit or debit card, your payment is processed securely by Stripe or another third-party payment provider described in our Privacy Policy. Payment is completed through a secure invoice or payment-link page provided by the payment provider. Your full card details are collected and processed by that provider and are not stored on our servers. Prices are in Australian dollars (AUD). Where GST applies, it will be shown on your invoice.

Cancellation of services

Where your engagement is governed by an MSA, your cancellation rights — including notice periods, the grounds for ending the engagement, and how fees are treated on termination — are set out in that agreement. Individual Statements of Work may be cancelled independently of the broader agreement.

If you have paid for a service that is not governed by an MSA, you may cancel it by contacting us using the details below, and we will deal with any amount you have paid in accordance with the sections below.

Cancellation of hosting and subscription services

Where we provide ongoing hosting or subscription services for a delivered system, those services may be cancelled separately from the broader engagement. The notice period, the treatment of fees already paid, and our transition and data-return obligations are set out in your MSA. After the effective date of cancellation, no new recurring hosting, subscription or operating fees will be charged unless your MSA, SOW, invoice terms, transition plan, or applicable law provides otherwise. Fees remain payable for services provided, usage incurred, pass-through costs, approved transition assistance, and any minimum commitments up to the effective date.

Refunds and completed work

Each engagement is delivered against the scope, deliverables, milestones, services or operating obligations agreed in the applicable SOW and priced in advance. Our approach to refunds reflects this:

Fees for services performed and deliverables accepted are not refundable. On termination for any reason, you are responsible for fees properly incurred for work completed up to the termination date.
Deliverables are subject to a formal acceptance process. You review and test deliverables (User Acceptance Testing) before acceptance. Defects identified during this process that fall within the original scope of work are corrected at no additional cost.
Accepted deliverables are covered by a warranty period. If a deliverable does not materially conform to the agreed specifications during the warranty period set out in your MSA, we will remedy the issue at no additional charge.
Intellectual property in deliverables transfers to you upon full payment of fees. Work completed but not yet paid for remains our property until payment is received.

Refunds on amounts paid in advance

Where you have pre-paid for services we have not yet performed — for example, a deposit for work that has not yet started, or an upfront amount for a future milestone, subscription period or operating period — we will assess the unused amount against the applicable MSA, SOW, invoice terms, work already performed, costs reasonably incurred or committed, and any non-excludable legal rights.

If an amount is refundable, we may apply it as a credit toward other services or refund it to the original payment method, unless the MSA, SOW, invoice terms, or applicable law requires a different treatment.

Unless the MSA, SOW, invoice terms, or applicable law requires otherwise, we do not provide refunds because a client changes its mind, no longer needs the service, or does not achieve an expected commercial outcome that was not expressly guaranteed in the applicable SOW.

How to request a refund or cancellation

To cancel a service or request a refund, contact us in writing at ops@llamapath.ai. Please include:

the name of the entity or person who entered the engagement;
the relevant invoice number or payment reference; and
a short description of your request and the reason for it.

We aim to acknowledge requests promptly and to process any refund that is payable without undue delay.

Refunds are made to the original payment method used for the payment. For card payments, the refund is returned to the card used for the original transaction; we do not provide cash refunds for card payments. Once we have processed a refund, the time for the funds to appear in your account depends on your card issuer or bank.

Card payments and disputes

If you have a concern about a charge or believe a refund is due, please contact us first at ops@llamapath.ai so we can resolve it with you directly. This does not affect any right you have to raise a dispute with your card issuer, or your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Nothing in this policy or in our Master Service Agreement excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law (ACL) that cannot lawfully be excluded.

If the ACL applies and our services are not of acceptable quality, are not fit for a disclosed purpose, or otherwise fail to meet a consumer guarantee:

where the failure is major, you may be entitled to cancel the service and obtain a refund for any unused portion, or to compensation for any reduction in the value of the services; and
where the failure is not major, we may choose to remedy it within a reasonable time by re-supplying the services.

To the extent the law permits us to limit our liability for a failure to comply with a consumer guarantee in relation to services, that liability is limited, at our election, to:

re-supplying the relevant services; or
paying the cost of having the relevant services re-supplied.

Disputes

If a dispute arises in relation to fees, refunds, or cancellation, please contact us directly in the first instance so we can try to resolve it with you. If it cannot be resolved, the dispute resolution process in our Website Terms of Use applies or, where your engagement is governed by an MSA, the process set out in that agreement applies.

Changes to this policy

We may update this policy from time to time by publishing an updated version on our website. Where a change is material, we will take reasonable steps to notify you before it takes effect. Your MSA is governed by its own variation provisions and is not amended by an update to this policy.

This policy is governed by the laws of New South Wales, Australia.

Contact us

If you have any questions about this policy, or need to cancel a service or request a refund, please contact us:

LlamaPath Pty Ltd (ACN 692 917 767) Attention: The Company Secretary Level 36, 1 Macquarie Place, Sydney NSW 2000 ops@llamapath.ai