Legal Disclosure

Customer Dispute Resolution Policy

Last updated: May 2026 · Designed to meet ASIC Regulatory Guide 271 (RG 271) internal dispute resolution requirements for financial services providers.

1. Purpose & Scope

This Customer Dispute Resolution (CDR) Policy applies to complaints made by retail clients and small businesses about Fundly's routing platform, account features, billing, data handling, or the conduct of our representatives.

Fundly is committed to resolving disputes fairly, efficiently, and transparently. This policy does not limit your rights under Australian Consumer Law or your right to seek external dispute resolution.

2. What Is a Complaint?

A complaint is an expression of dissatisfaction about our products, services, staff, or processes where a response or resolution is explicitly or implicitly expected. Examples include:

  • incorrect or delayed fund-routing outcomes;
  • errors in bucket configuration, presets, or transaction logs;
  • billing disputes relating to Stripe-processed payments;
  • open-banking consent or Fiskil connectivity issues;
  • privacy, access, or deletion requests not resolved to your satisfaction.

Class Booking Cancellations

Clients may request a refund for a group class booking within 24 hours of purchase, provided the class has not yet occurred. To request a cancellation or reschedule, contact your trainer directly or email support@getfundly.com.au with your booking confirmation email and class details.

Approved refunds are processed back to the original payment method via Stripe. If you believe a refund was not applied correctly, lodge a formal complaint using the channels in Section 3 below.

3. How to Lodge a Complaint

You may lodge a complaint using any of the following channels:

  • Dispute lodgement email: disputes@getfundly.com.au
  • General platform support: support@getfundly.com.au (non-dispute enquiries)
  • In-app support via your Fundly dashboard (subject to availability during beta)
  • Written correspondence to our registered business address on request

Please include your full name, account email, a clear description of the issue, relevant dates and transaction references, and the outcome you are seeking. This helps us investigate promptly.

4. 24-Hour Acknowledgment Commitment

We will acknowledge every complaint within 24 hours of receipt.

Acknowledgment confirms we have logged your complaint, assigned a reference number, and commenced our internal review. If your complaint is received on a weekend or Australian public holiday, acknowledgment will occur by the end of the next business day at the latest.

5. 30-Day Binding Written Resolution Window

We will provide a final written response within 30 calendar days of receiving your complaint.

Our written resolution will set out our findings, the reasons for our decision, any remedial action offered (including refunds or configuration corrections where appropriate), and your rights if you remain dissatisfied. Where complex matters require additional investigation, we will notify you in writing before day 30 and agree an extension—never exceeding 45 calendar days without your consent.

Decisions issued within this window are binding on Fundly to the extent of the remedies we expressly offer in writing. Acceptance of a monetary remedy may require your written confirmation of full and final settlement.

6. Our Internal Resolution Process

  1. Receipt & logging: complaint registered in our secure case-management system.
  2. Investigation: relevant transaction logs, routing records, and partner data (Stripe, Fiskil, Supabase) reviewed under least-privilege access.
  3. Interim updates: provided where investigation exceeds 10 business days.
  4. Final determination: issued in writing within the 30-day window (Section 5).

7. External Escalation — Australian Financial Complaints Authority (AFCA)

If you are not satisfied with our final written response—or if 30 calendar days have passed without a response—you may refer your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme approved by ASIC.

Website: afca.org.au

Phone: 1800 931 678 (free call within Australia)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

AFCA membership and eligibility rules apply. Time limits for referral may apply under AFCA's Terms of Reference—generally within two years of becoming aware of the issue. We will cooperate fully with any AFCA investigation and implement binding determinations as required.

8. Vulnerable & Priority Customers

If you are experiencing financial hardship, family violence, or other vulnerability, please inform us when lodging your complaint. We will prioritise your matter, offer additional support, and ensure communications are clear and respectful.

9. Record Keeping

We retain complaint records, correspondence, and resolution outcomes for at least seven years, or longer where required by law. Records are stored on AES-256 encrypted volumes and handled in accordance with our Privacy Policy.

10. Contact

Complaints Officer · Fundly Pty Ltd
Dispute lodgement: disputes@getfundly.com.au