Refund Policy

This policy explains how CNC3D handles refund requests. It covers Business / Business Plus subscription payments and marketplace transactions. It does not limit any rights you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).

1. Business / Business Plus subscriptions

14-day trial. New Business / Business Plus subscriptions start with a 14-day free trial. Card on file is required at signup, but no charge is made during the trial. Cancel any time during the trial and you pay nothing. If you do not cancel, the first month is billed automatically when the trial ends.

Cancellations. You can cancel your subscription at any time from the Settings page on the web app. Cancellation takes effect at the end of the current billing period. You retain access to Business / Business Plus features through that period.

Pro-rated refunds. We do not generally refund unused portions of a billing period. However, we will refund the prorated unused portion in good-faith circumstances such as:

• You were charged after cancellation due to a billing error on our end;
• You were billed for a period during which the service was substantially unavailable due to our fault;
• You upgraded by mistake within the past 24 hours and have not used any paid-tier feature.

Email solutions@cnc3d.com.au with “Refund request” in the subject line and we will respond within 5 business days.

Annual plans. Where you have prepaid for a longer-term plan (12 months or other), refunds for the unused remaining period may be available at our discretion, less any volume discount you received and any platform fees already earned on usage. Specifics will be agreed in writing at the time of refund.

2. Marketplace transactions

Marketplace transactions are between buyer and fabricator. CNC3D is a venue, not a party to the contract. Refund rights as between buyer and fabricator depend on the agreement reached between them and on the consumer protections that apply to the underlying goods or services. We facilitate fair release of escrow funds; we are not the party that owes any refund of the awarded amount.

Before the buyer accepts a bid: no money has moved. No refund is needed. The buyer can simply not accept any bid.

After acceptance, before release: the awarded amount is held in Stripe escrow. If the buyer and fabricator agree to cancel, or if a dispute is raised and resolved in the buyer's favour, the held funds are returned to the buyer's original payment method, less any Stripe processing fees that are not refundable to us. Our 5% platform fee is not charged on a refunded transaction.

After release: once the buyer marks “received” and funds are released to the fabricator, the transaction is considered complete from a platform-fee perspective and our 5% fee is non-refundable. Any subsequent refund or warranty issue is to be resolved directly between buyer and fabricator under the terms of their contract and applicable consumer law.

3. Dispute mediation

If buyer and fabricator cannot agree on whether funds should be released, either party may raise a dispute via the platform. We will request evidence from both sides (photos, message logs, drawings, delivery confirmations) and make a binding determination for escrow release purposes within a reasonable time, typically 5 to 10 business days depending on complexity.

Our determination is final for the purposes of escrow release. Nothing in this policy prevents either party from pursuing independent legal action under applicable law.

4. Chargebacks

If a buyer initiates a chargeback through their bank rather than using the platform's dispute process, we may suspend the related account pending resolution and may pass through reasonable chargeback handling fees imposed on us by Stripe.

5. Australian Consumer Law

Nothing in this policy excludes or limits any guarantee, warranty or right you have under the Australian Consumer Law that cannot be lawfully excluded or limited. If a service we provide is faulty, you may be entitled to a refund, replacement or compensation under that law in addition to anything we offer in this policy.

6. How to request a refund

Email solutions@cnc3d.com.au with:

• The account email address on the subscription or transaction;
• The invoice number or marketplace request reference;
• A short description of why you are requesting a refund;
• Any supporting evidence (screenshots, message logs, photos).

We aim to acknowledge within 2 business days and resolve within 5 business days. Complex disputes may take longer.