SYDNEY EXPRESS – REFUND & CANCELLATION POLICY
Finance Systems Australia Pty Ltd | ABN: 39 654 030 332 | ACN: 654 030 332 | Effective Date: 14/11/2026 | Version 1.0
This Refund & Cancellation Policy explains how cancellations and refunds work for paid plans and advertising on Sydney Express. It applies to all paid listings and advertising on sydneyexpress.com.au and should be read together with our Subscription Terms.
1. About Us
The Sydney Express directory is operated by Finance Systems Australia Pty Ltd (ABN 39 654 030 332, ACN 654 030 332), trading from Drummoyne NSW 2047 (“Sydney Express”, “we”, “us”, “our”).
Contact: support@sydneyexpress.com.au or our Customer Help Centre at sydneyexpress.com.au/customer-help-centre
2. YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Our services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a refund, replacement, or other remedy if our services:
(a) are not provided with due care and skill;
(b) are not fit for the purpose we advertised or that you made known to us;
(c) do not match the description we provided; or
(d) fail to meet any other consumer guarantee that applies under the Australian Consumer Law.
If there is a major failure with our services, you are entitled to cancel your subscription and obtain a refund for the unused portion, or to seek compensation for any reduction in the value of the services received.
If the failure is not major, we will remedy the issue within a reasonable time. If we fail to do so, you may cancel your subscription and obtain a refund for the unused portion.
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.
3. HOW TO CANCEL YOUR SUBSCRIPTION
We never charge you before we approve your listing or claim. If we decline it, nothing is charged.
You may cancel your subscription at any time through your account dashboard on sydneyexpress.com.au.
If you are unable to access your dashboard, you may cancel by emailing support@sydneyexpress.com.au from the email address registered to your account. We will confirm cancellation within 2 business days.
4. WHEN CANCELLATION TAKES EFFECT
Cancellation takes effect at the end of your current billing period.
(a) Your listing keeps its paid features until the end of the period you have already paid for.
(b) No further charges will be made to your payment method after you cancel.
(c) At the end of the current billing period, your listing moves to the Free plan. You remain the verified owner with the Claimed badge, and your core directory information (business name, address, contact details, category) stays visible.
(d) Premium content you uploaded (gallery images, logo, extended description) will be retained on our servers for 90 days following cancellation, in case you wish to upgrade again. After 90 days, this content may be permanently deleted.
5. OUR REFUND POLICY
Paid plans are billed in advance, monthly or yearly. We do not provide refunds for partial billing periods or unused portions of a billing period, except as set out below.
This applies to yearly plans too. If you cancel a yearly plan part-way through, it stays active until the end of the year you have paid for, and the unused months are not refunded.
We will provide a refund where:
(a) you are entitled to one under the Australian Consumer Law (see clause 2);
(b) we have charged you in error (for example, duplicate charges, or charges after a valid cancellation);
(c) we terminate the service generally or are required to suspend it permanently for reasons within our control; or
(d) we agree, at our discretion, to provide a goodwill refund in the specific circumstances of your case.
6. REFUNDS FOR ERRORS OR INCORRECT CHARGES
If you believe you have been charged in error, contact us at support@sydneyexpress.com.au within 30 days of the charge appearing on your account.
We will investigate the charge and respond within 5 business days. Where an error is confirmed, we will refund the incorrect amount to the original payment method within a further 5 business days.
7. CHARGEBACKS
If you have a concern about a charge, please contact us before initiating a chargeback with your bank or card provider. We aim to resolve billing concerns quickly and directly.
If a chargeback is raised without first contacting us, we may pause your paid features while we look into it. This does not limit any right you have with your bank or card provider.
8. REFUND METHOD AND TIMING
All approved refunds are processed to the original payment method used for the payment.
(a) Refunds are typically processed within 5 business days of approval.
(b) Depending on your card issuer or bank, the refund may take a further 3 to 10 business days to appear on your statement.
(c) We are not responsible for delays caused by your card issuer or bank.
9. PROMOTIONAL OFFERS AND DISCOUNTS
Subscriptions taken up under a promotional offer or discount are subject to these standard terms unless the promotion specifies otherwise. Refunds for promotional subscriptions are calculated based on the amount actually paid, not the standard price.
10. BUSINESS GROWTH SERVICES
The Premium Plan includes access to Business Growth Services provided by our related businesses (SynergyOne, Webhost Media and meDigital). These services are provided under their own terms and conditions, and refunds for them are handled under those terms.
Your right to a refund of your Sydney Express subscription fee is not affected by any refund or dispute relating to a Business Growth Service.
11. ADVERTISING CAMPAIGNS
Spotlight, Top of Search and Sidebar advertising placements are paid upfront for the number of days you choose. If you end a campaign early, unused days are not refunded, except where you are entitled to a refund under the Australian Consumer Law (clause 2), where we charged you in error (clause 5(b)), or where we remove your ad for a reason other than a breach of our advertising standards.
Finance Systems Australia Pty Ltd | Sydney Express Business Directory | sydneyexpress.com.au