Refund & cancellation policy

This policy explains when and how you can get a refund for Futsy, and how cancellation works. It sits alongside our Terms of Service (Section 5) and applies to league operator subscriptions — the venues, clubs and organisers who pay for Futsy.

Player accounts are free. If you're a player and your league charges you match or season fees, those fees are set and collected by your league operator, and their refund terms apply — see Section 6 below for what to do.

Your rights under the Australian Consumer Law come first. Nothing in this policy excludes, restricts or modifies the consumer guarantees in the Australian Consumer Law or any other right you have that cannot lawfully be excluded. Where this policy gives you more than the law requires, you get the more generous of the two.

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1. Your Australian Consumer Law rights

Futsy comes with guarantees under the Australian Consumer Law that we cannot exclude: our service must be provided with due care and skill, be fit for the purpose we advertise (running your futsal league — fixtures, teams, RSVPs, substitutes, results), and be supplied within a reasonable time.

Major failure → your choice of remedy. If Futsy has a major failure — for example, the platform is materially unavailable during your competition nights for an extended period, or it fundamentally doesn't do what we advertised when you subscribed — you may choose to:

• cancel your subscription and receive a refund of the unused portion of what you've paid; or
• keep the subscription and receive compensation for the drop in value of the service.

You do not have to accept a fix, a credit, or a "we'll do better" for a major failure. The choice of remedy is yours, and we will honour it without argument.

Minor problem → we fix it, free and promptly. For problems that aren't major — a bug in a feature, a short outage — we will fix the issue within a reasonable time at no cost. If we can't or don't fix it in a reasonable time, you can cancel and receive a refund of the unused portion, or have someone else fix it and recover reasonable costs from us.

You are also entitled to compensation for reasonably foreseeable consequential loss caused by a failure of our guarantees, as the ACL provides.

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2. Cancelling your subscription

• Cancel anytime, in your account settings or by emailing support@futsy.com.au. No cancellation fees, no lock-in period, no exit interviews required.
• Cancellation takes effect at the end of your current billing period. You keep full access until then, and you are not charged again.
• After cancellation, your league's data remains available for export for 60 days, as set out in the Terms of Service.

3. Change of mind

We don't generally refund billing periods that have already been delivered where the service worked as advertised and you simply changed your mind, found an alternative, or your competition wound up. That said:

• First 30 days: if you're a new subscriber and Futsy isn't right for your league, email us within 30 days of your first charge and we will refund it in full. We would rather refund you than have you locked into something that doesn't fit.
• Accidental or duplicate charges: refunded in full, no questions — just tell us.
• Forgot to cancel: if you're charged for a new period and contact us within 14 days without having materially used the service in that period, we will refund that charge.

4. Price changes and material changes to the service

If we increase prices or make a material change to Futsy that you don't accept (per the Terms of Service, Sections 5 and 12), you can cancel before the change takes effect and, where a material change affects a period you've already paid for, we will refund the unused portion of that period.

If we ever discontinue Futsy entirely, every operator receives at least 60 days' notice, a full data export, and a pro-rata refund of any pre-paid period we don't deliver.

5. How refunds are processed

• Email support@futsy.com.au with your league name and the reason for the request. You don't need to cite legislation or use magic words — plain English is fine.
• We will respond within 5 business days and, if a refund is due, process it within 10 business days of agreeing it.
• Refunds go back to the original payment method via Stripe, in Australian dollars. Your bank may take a few extra days to post it.
• We will never require you to accept account credit instead of a refund where the ACL entitles you to money back. Credit is offered only as an option, if you'd prefer it.

A note on chargebacks: if a charge is wrong, contacting us first is almost always faster than a bank dispute — genuine billing errors are refunded in days. If you initiate a chargeback on a valid charge, we may suspend the associated subscription while the dispute is resolved (Terms of Service, Section 5).

6. Player fees paid to your league

Fees you pay to play — match fees, season registration, forfeit fees — are charged by your league operator, not by Futsy, even where the operator uses software to organise the competition. Refunds of those fees (for example, for a cancelled fixture or an injury mid-season) are governed by your operator's terms and the Australian Consumer Law as it applies to them.

What we will do: if you're unsure who your operator is or how to reach them, email us and we will connect you. If a fixture is cancelled in Futsy, the record of that cancellation is available to support your refund request with the operator.

7. If we can't agree

If you believe you're entitled to a refund and we've said no:

1. Ask us to escalate — a decision-maker (not a scripted response) will review it and reply with reasons within 10 business days.
2. You can contact Consumer Affairs Victoria (consumer.vic.gov.au, 1300 558 181) for free advice and conciliation.
3. Eligible claims can be brought in the Victorian Civil and Administrative Tribunal (VCAT) or the courts. Nothing in this policy limits your right to do so.

Questions about this policy: support@futsy.com.au.