ALBY – REFUNDS AND DISPUTES POLICY

Last updated: 5 November 2025

 

At Aspire Live Pty Ltd (ABN 99 662 218 135), trading as Alby (“Alby“, “we“, “our“, or “us”), we are committed to supporting a fair and transparent marketplace that protects both our buyers and sellers. This policy outlines how refunds, returns, and disputes are handled when purchasing through the Alby platform (myalby.com).

1. Australian Consumer Law (ACL) Commitments

All purchases made via Alby are subject to the Australian Consumer Law (ACL). Buyers are entitled to a refund or replacement if the goods or services they receive are either faulty or defective; not as described or advertised; or unsafe or unfit for their intended purpose. These statutory rights apply regardless of any individual seller policy.

2. Change of Mind Refunds

Change-of-mind refund requests may be accepted by sellers at their discretion. The buyer is responsible for return shipping unless otherwise agreed. Sellers are not obligated to provide change-of-mind refunds.

3. Refund Method and Timelines

Refunds will be processed to the original payment method (e.g.credit/debit card, digital wallet, bank account). Once a refund is approved. Refunds are typically issued within 5-10 business days, subject to payment provider processing times. Buyers will receive a confirmation email once the refund is completed.

4. Dispute Resolution and Refund Process

We encourage buyers and sellers to resolve issues directly and in good faith. However, if you are not satisfied with a transaction, please follow the following Dispute Resolution and Refund Process:

For items sold by Alby:

  1. Step 1 – Contact Alby directly at [email protected] or through your Alby account, providing:
      1. Order number and date of purchase
      2. Description of the issue (e.g., defect, non-delivery, not as described)
      3. Photos or evidence supporting your claim
      4. Whether you are claiming under ACL consumer guarantees or requesting a discretionary refund
  1. Step 2 – Alby will acknowledge your dispute within 2 business days and provide an initial response within 5 business days.
  2. Step 3 – If the dispute relates to ACL consumer guarantees, Alby will assess whether there has been a major or minor failure and advise you of available remedies. For discretionary refund requests, Alby will assess in accordance with this policy. **

For items sold by third-party sellers:

Alby reserves the right to issue a refund, partial credit, or recommend further action based on the merits of the case subject to the process below:

  1. Step 1 – Contact the seller directly via your Alby account messaging system, providing the same information listed above.
  2. Step 2 – If unresolved within 7 business days, escalate to Alby support at [[email protected]]. Include all correspondence with the seller.
  3. Step 3 – Alby will:
      1. Review the dispute and all communications
      2. Contact the seller within 2 business days to seek resolution
      3. Hold payment to the seller (where funds have not yet been released) pending resolution
      4. Facilitate mediation between you and the seller
      5. Request additional documentation from either party as needed
      6. Make a determination within 10 business days of escalation..
  4. Step 4 – If Alby determines the seller has breached ACL consumer guarantees or their own return policy, Alby may:
      1. Require the seller to provide a remedy (refund, replacement, or repair)
      2. Process a refund from held funds or initiate chargeback procedures
      3. Take action against the seller’s account, including suspension

Your rights are not affected by this process:

      1. You retain all rights under the Australian Consumer Law at all times
      2. You may pursue external dispute resolution through your state/territory consumer protection agency or small claims tribunal at any stage
      3. For payment disputes, you may also contact your financial institution regarding chargeback rights •
      4. Nothing in this dispute process limits your statutory rights or available remedies For further information about your consumer rights, visit www.accc.gov.au or contact your state/territory consumer protection agency.

Alby’s role and limitations:

      1. When Alby is the seller, we are directly liable for ACL consumer guarantees
      2. When acting as a platform for third-party sales, Alby facilitates dispute resolution but the seller remains primarily responsible for ACL compliance
      3. Alby’s dispute resolution process does not constitute binding arbitration
      4. Timeframes are best-efforts and may be extended in complex cases

5. Chargebacks and Payment Disputes

Buyers who dispute a charge through their financial institution (chargeback) should first attempt resolution via Alby. Filing a chargeback without contacting the seller or Alby may delay or impact resolution.

Where chargebacks occur, Alby may:

  1. Provide documentation to the bank/payment provider
  2. Temporarily restrict accounts involved in active disputes
  3. Investigate misuse or fraudulent claims

6. Seller Responsibilities

Sellers on myalby.com are expected to:

  1. – Clearly state their refund and return policies.
  2. – Respond to refund and dispute requests within 3 business days.
  3. – Comply with the ACL and this Refunds and Disputes Policy.

Failure to meet these obligations may result in listing removal, account suspension, or further action.

7. Contact Us

For refund or dispute inquiries, please contact:
Email:  [email protected]
Attention: Refunds and Disputes Centre

Aspire Live Pty Ltd

70 Stirling Terrace

Albany, WA 6330

Australia