Refunds and support

Refunds are generally available before meaningful use, not after successful use.

This policy explains how MessageProof handles Extract token refunds, guided support, urgent support, and technical support requests.

Request support Read the policy

Summary

Fair remedies if something goes wrong. No automatic refunds after successful use.

MessageProof Extract tokens are intended for use on a specific matter for a 90-day period. If a token has not been activated, refund requests are usually straightforward. Once a token has been activated, an Evidence Pack has been created, or a solicitor has successfully verified that pack, refund requests are assessed differently.

Usually refundable

Before meaningful use

  • Extract token has not been activated
  • Refund requested within 7 days of purchase
  • No Evidence Pack has been created
  • No support session or urgent support work has started

Generally not refundable

After successful use

  • Extract token has been used to create an Evidence Pack
  • An Evidence Pack has been successfully verified
  • The software worked but the user chose the wrong scope
  • The purchaser changed their mind after use

Australian Consumer Law

This policy does not limit your rights under Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law or any other law that cannot be excluded, restricted, or modified.

1

If MessageProof works as intended

A refund is generally not available after successful use merely because the purchaser changes their mind or no longer needs the result.

Change of mind
2

If there is a technical issue

MessageProof may offer troubleshooting, a replacement token, guided support, a refund, or another remedy depending on what happened.

Technical issue
3

If the law requires a remedy

MessageProof will provide any remedy required by Australian Consumer Law or other applicable law.

Legal rights

Extract tokens

Refund treatment depends on token use.

Not activated

Refund usually available

7 days

If the Extract token has not been activated, you may request a refund within 7 days of purchase.

Token not activated
No Evidence Pack created
No successful verification result

Activated

Case-by-case review

Review

Once an Extract token has been activated, refunds are assessed case by case.

MessageProof may first offer troubleshooting
A replacement token may be offered where appropriate
A refund may be offered if reasonable use was materially prevented

Evidence Pack created

Generally not refundable

Used

Once an Evidence Pack has been created, the Extract token will generally not be refunded.

Except where required by law
Or where MessageProof confirms a technical fault materially prevented reasonable use
Successful verification is strong evidence of successful use

Successful verification

If the Evidence Pack has been successfully verified, the token has generally served its intended purpose.

If an Evidence Pack created using the token has been successfully verified in MessageProof Verify, the Extract token will generally not be refunded, except where required by Australian Consumer Law or where MessageProof confirms a material technical fault.

Successful use usually means

The product delivered the intended output

  • The token was activated
  • The client created an Evidence Pack ZIP
  • The solicitor verified the Evidence Pack ZIP
  • The pack passed integrity checks in MessageProof Verify

Still protected

Legal rights and confirmed faults

  • Australian Consumer Law rights still apply
  • Confirmed technical faults will be reviewed fairly
  • Support history may be considered
  • Non-content token and verification records may be considered where available

Support services

Guided and urgent support are service bookings.

Guided support and urgent matter support are provided to help users operate MessageProof. They do not include legal advice and do not guarantee that supported source data exists, that the selected scope is legally relevant, or that any evidence will be admitted.

Before support starts

Refund or reschedule may be available

  • If the support session has not started
  • If urgent work has not begun
  • If MessageProof cannot provide the booked support
  • If a reschedule is agreed in advance

After support starts

Generally not refundable

  • Once the guided support session has started
  • Once urgent support work has begun
  • If the user does not have the required device, access, or source data
  • If the user changes their mind after support time has been reserved or provided

How refund requests are assessed

MessageProof may consider available non-content records, token status, Evidence Pack creation status, verification result, support history, and information provided by the purchaser, client, or solicitor. MessageProof does not upload message content for this purpose.

Request review

How to request a refund review

Send the details needed to assess the request.

1

Email MessageProof

Email hello@messageproof.com with the subject line "MessageProof refund request".

Contact
2

Include non-content details

Include the purchaser email, token or receipt reference, app used, platform, and a short description of what happened.

Details
3

Do not send message content

Do not send raw message databases, phone backups, Evidence Pack contents, or screenshots showing private messages unless MessageProof specifically asks.

Privacy

FAQ

Refund questions.

Usually, yes, if the refund is requested within 7 days of purchase and the token has not been activated.
After activation, refund requests are assessed case by case. MessageProof may first offer troubleshooting, a replacement token, guided support, a refund, or another remedy depending on what happened.
Generally, no. Once an Evidence Pack has been created, the Extract token has usually been meaningfully used. Refunds may still be available where required by Australian Consumer Law or where MessageProof confirms a technical fault materially prevented reasonable use.
Generally, no. Successful verification is strong evidence that MessageProof was used for its intended purpose. Australian Consumer Law rights still apply.
Generally, no, if the software worked as intended. The Preview PDF is provided so the user can check the selected material before creating the final Evidence Pack ZIP. Clients should ask their solicitor what contact, channel, and date range are needed.
Guided support and urgent support are generally not refundable once the support session has started or urgent work has begun, except where required by law.