REFUND, CANCELLATION &
SESSION USAGE POLICY

Last updated: 14 March 2026

1. OVERVIEW

This Refund, Cancellation & Session Usage Policy applies to all services, subscriptions, modules, and learner access delivered by Looping EduTech (a division of Ninefiftysix Pty Ltd) under both commercial agreements and direct consumer accounts. It outlines the terms governing:

Refund eligibility (if any)
Cancellation conditions
Session usage and billing triggers
Finality of content purchases

This policy applies to both:

Looping-managed services (where hardware, access, or onboarding is provisioned by Looping), and
BYO implementations (where the client provides their own hardware and manages internal LMS access)

All pricing, entitlements, and specific inclusions for commercial clients are outlined separately in each Client's Service Order or Master Services Agreement. For consumer accounts, pricing and inclusions are as displayed at the time of purchase within the Looping app or platform.

2. GENERAL REFUND POLICY

Looping is a software-as-a-service (SaaS) platform supported by real-time, learner-triggered immersive content. Accordingly, the following rules apply:

Platform Licence Fees (Commercial Clients)

All monthly or annual platform licence fees are non-refundable, billed in advance, and payable regardless of the volume of learner activity within the billing cycle. No pro-rata refunds will be issued for unused time.

One-Off Content Purchases (Modules)

Purchases of Looping Immersive Learning Modules or custom content bundles are final and non-refundable once access is provisioned. Lifetime access is granted to each module as per your licence agreement, and no credit will be offered for change of mind, under-utilisation, or non-deployment.

Per-Learner Session Charges (Commercial Clients)

Session-based fees are charged per learner, per module, and are triggered on first login. Once a learner commences an Immersive Learning Module, the session fee becomes active and cannot be reversed, credited, or refunded, even if the learner does not complete the module.

Learners who are enrolled but have not yet commenced a session are not charged. Fees are only triggered upon the learner's first login to a module.

Consumer Account Purchases

Where individual consumers purchase access to Looping modules directly through the app or platform:

All purchases are final and non-refundable once purchased.
Refunds will not be issued for change of mind, partial use, or failure to complete a module.
In the event of a genuine technical fault on Looping's end that prevents access, a credit or refund may be considered at Looping's discretion (see Section 5 — Exceptions).

Free Trials and Demo Access

Where Looping provides free trial access, a demo environment, or a limited preview of content, no charges apply and no refund policy is triggered. Demo access does not constitute a purchase and does not create any entitlement to a refund upon expiry.

3. CANCELLATION TERMS

Client-Initiated Cancellation (Ongoing Licence)

Clients may cancel their Looping platform licence at any time with 30 days' written notice. All licence fees during the notice period remain payable in full. Looping will not provide refunds for any unused sessions, inactive learners, or unlaunched modules as part of cancellation.

Client-Initiated Cancellation (Prepaid or Fixed-Term Licence)

If the client has prepaid for a fixed-term licence (e.g. 6 months or 12 months), the contract cannot be cancelled partway through for refund purposes. Clients may choose not to renew at the end of the term, but no refund will be provided for remaining months or unused entitlements.

Consumer Account Cancellation

Consumer accounts may be cancelled at any time through the Looping app. Upon cancellation:

All previously purchased module access will remain available until the account is deleted.
No refunds will be issued for purchased modules.
Account data will be handled in accordance with our Privacy Policy.

Content or Feature Dissatisfaction

Looping does not offer refunds based on dissatisfaction with individual scenarios, content design, or pedagogical approach. Previews, demos, and support are available before purchase to ensure the platform meets your needs.

Failure to Use the Platform

Refunds will not be granted if the client or their learners fail to access, schedule, launch, or complete their licensed sessions. Looping is not responsible for internal scheduling, learner engagement, or LMS login activity.

4. HARDWARE AND THIRD-PARTY COMPONENTS

Looping-Supplied Hardware (if applicable)

Where Looping supplies hardware as part of a managed deployment or enterprise agreement, separate hardware terms will be provided as an addendum to the relevant Service Order. This section does not apply unless a hardware agreement is in place.

BYO (Bring Your Own) Devices

Where clients or consumers use their own hardware (including VR headsets, mobile devices, tablets, or computers), Looping is not responsible for any performance issues, compatibility problems, or usage interruptions caused by the user's equipment, connectivity, or user error. No refunds will be issued in these cases.

Platform Access via Third-Party LMS

If a client experiences access issues due to restrictions, outages, or permission errors on their own LMS or third-party platform, Looping will offer reasonable support to resolve integration barriers, but no refunds or credits will be issued for lost access time or sessions missed due to third-party issues.

5. EXCEPTIONS

Refunds or credits may be considered only in the following rare circumstances, subject to written approval from Looping EduTech:

Technical failure of Looping's platform that prevents session access for more than 72 consecutive business hours and is not attributable to the client's or user's environment or device.
Accidental over-billing caused by a system error (where Looping accepts responsibility and confirms incorrect charges).
Exceptional hardship or legal scenarios where a refund is required by law.
For consumer accounts: genuine inability to access purchased content due to a verified technical fault on Looping's infrastructure.

All exceptions are considered case-by-case and must be submitted in writing to:

Email: hello@looping.au

Phone: 1800 956 956 (Australia only)

6. FINAL NOTES

All pricing and entitlements for commercial clients are governed by the individual Client's signed Service Order or Licence Agreement.
This policy does not override or replace your core legal contract, but forms a standard operational condition of using Looping.
For consumer accounts, this policy forms part of the Looping Terms of Use accepted at the time of account creation.
Looping reserves the right to update this policy with reasonable written notice. Any updates will apply to new service periods and will not retroactively change terms for already-executed agreements.
This policy is governed by the laws of New South Wales, Australia.

REFUND, CANCELLATION & SESSION USAGE POLICY