Refund Policy
Last updated: 23 July 2026 · Effective: 23 July 2026
This Refund Policy explains how billing, cancellations, and refunds work for paid subscriptions to the Rosterly workforce management platform (“Rosterly”, the “Service”), operated by Rosterly Ltd (“we”, “us”, or “our”). It should be read together with our Terms of Service. Payments and billing are processed by our authorised reseller and Merchant of Record, Paddle.com Market Ltd (“Paddle”), and Paddle’s buyer terms may also apply to your purchase.
1. Free Trial
Where a free trial is offered, you will not be charged during the trial period. If you cancel before the trial ends, no payment is taken. If you do not cancel, your subscription automatically converts to a paid plan at the end of the trial and the applicable fee is charged to your payment method. You can cancel at any time from your billing settings.
2. Subscriptions & Renewals
- Subscriptions are billed in advance on a recurring basis — monthly or annually, depending on the plan you choose.
- Your subscription renews automatically at the start of each billing period until you cancel.
- All fees are stated in New Zealand Dollars (NZD) unless otherwise indicated, and applicable taxes (such as GST) are calculated and shown at checkout by Paddle.
3. Cancellation
You may cancel your subscription at any time from your billing settings or by contacting us. When you cancel, your plan remains active until the end of the current billing period, and you will not be charged again after that. We do not automatically pro-rate or refund the unused portion of a billing period once it has started, except where required by law or as described below.
4. Refunds
Because subscription fees are charged for access to the Service for the period in question, fees already paid are generally non-refundable. However, we will consider a refund in good faith where:
- you were charged in error or charged more than once for the same period;
- you were billed after cancelling and did not use the Service during that period;
- a technical fault on our side prevented you from using the Service for a significant part of the billing period and we were unable to resolve it; or
- a refund is required under the New Zealand Consumer Guarantees Act 1993 or other applicable law.
Approved refunds are issued to the original payment method via Paddle. This Policy does not limit any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, which cannot be excluded.
5. How to Request a Refund
To request a refund or raise a billing question, contact us at [email protected] with your account email and the transaction details. Please get in touch within 30 days of the charge you are querying. We aim to respond within 5 business days. As Merchant of Record, Paddle may also assist with billing enquiries and process any approved refund.
6. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated effective date. Continued use of the Service after changes take effect constitutes acceptance of the updated Policy.
7. Contact Us
If you have any questions about billing or refunds, please contact us: