Horrible Experience & Shady Refund Practices
I placed an order for $42.01 USD. At the time of purchase, the product page advertised a “within 2h starting time.” After around 3 hours the service still hadn’t started, so I asked for a refund. Support asked if I’d be willing to wait a little longer, which I agreed to. I then waited around 16 hours in total and the service still had not started. When I asked for a refund again, I was told they would only refund 70% and keep 30% under their refund policy, despite no part of the service being provided. I explained that I’m an Australian customer and that Australian Consumer Law may override a company refund policy in certain circumstances. Nicolle from their support team responded: “We aren't really affected by that as we are based on singapore” and later said, “Sorry but we are not going to wave our refund policy.” This was especially concerning because their own Terms and Conditions have an “Australian Users” section which specifically acknowledges rights under the Competition and Consumer Act 2010 (Cth). I have now disputed the transaction with my bank and lodged a complaint with the ACCC. My main issue isn’t even the small amount of money involved. It’s the fact that the service was never provided, I gave them significantly longer than the advertised starting time, and support still refused a full refund while also giving information that appears to contradict their own Terms and Conditions. I’ll update this review, cancel my dispute, and revoke my ACCC complaint if the company resolves the issue and provides a full refund.