Refund and Cancellation Policy

Enkisonics Pty Ltd (ABN 48 688 943 106)

Trading as GunGov - Australia's Premier Firearms Range Booking Platform

At Enkisonics Pty Ltd, we are committed to ensuring customer satisfaction with our GunGov platform. This comprehensive policy outlines the conditions, procedures, and timeframes under which refunds and cancellations may be processed for our services and products. Please read this policy carefully before making a purchase or booking.

1. General Refund Policy

1.1 Change of Mind

Please choose carefully when making purchases or bookings through the GunGov platform. We do not normally provide refunds, exchanges, or credits if you simply change your mind, make a wrong decision, or no longer require the service. It is your responsibility to ensure that any booking, subscription, or purchase meets your needs before completing the transaction.

1.2 Eligible Refund Circumstances

You are entitled to request a refund, exchange, or credit under the following circumstances:

• The service or product is faulty, defective, or does not function as intended
• The service or product has been materially misrepresented or wrongly described on our platform
• The service or product is substantially different from what was displayed, described, or advertised on the website
• The service or product does not perform in accordance with the advertised specifications or representations
• Technical issues on our platform prevent you from accessing a service you have paid for, and we are unable to resolve the issue within a reasonable timeframe
• A service is cancelled by the club, range, or service provider (not by you)
• Circumstances beyond your reasonable control prevent you from accessing a booked service (medical emergency, government restrictions, natural disaster, etc.)

1.3 Australian Consumer Law

Nothing in this policy limits or excludes any rights or remedies you may have under the Australian Consumer Law (ACL). Our goods and services come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For services, if we fail to provide services with due care and skill, or the services are not fit for purpose, you may be entitled to compensation or a refund.

2. Range Bookings and Event Registrations

2.1 Cancellation Windows and Refund Eligibility

Refund eligibility for range bookings and event registrations depends on when the cancellation is made relative to the scheduled event time:

More than 48 Hours Before Event:

• Eligible for a full refund (100%) of the booking fee
• Cancellation can be processed instantly through your account dashboard
• Refund will be initiated immediately upon cancellation
• No cancellation fee applies

24-48 Hours Before Event:

• Eligible for a partial refund (50%) of the booking fee
• The retained portion (50%) covers administrative costs and lost opportunity for the club/range
• Cancellation must be requested through your account dashboard or by contacting support
• Refund will be processed within 5-7 business days

Less than 24 Hours Before Event:

• Generally not eligible for a refund
• This protects clubs and ranges from last-minute cancellations that prevent them from filling the booking
• Exceptions may be made for documented medical emergencies, family emergencies, or other extenuating circumstances (see section 2.3)
• You may request to transfer your booking to another available date/time, subject to availability and club approval

2.2 No-Show Policy

If you fail to attend a booked session without prior cancellation (a "no-show"), you will not be eligible for any refund. The booking fee is forfeited in its entirety. Repeated no-shows may result in restrictions on your ability to make future bookings or suspension of your account. We encourage all users to cancel bookings they cannot attend as early as possible to allow other members to access those time slots.

2.3 Extenuating Circumstances

We understand that genuine emergencies and unforeseen circumstances can arise. Refund requests based on extenuating circumstances will be considered on a case-by-case basis at our discretion. Examples of circumstances that may qualify for exception include:

• Documented medical emergency (hospital admission, serious injury or illness)
• Death or serious illness of an immediate family member
• Severe weather event, natural disaster, or emergency declared by authorities
• Government-imposed lockdowns, restrictions, or travel bans
• Sudden and unexpected military deployment or emergency services call-out
• Vehicle accident or breakdown on the way to the range (with police or tow truck documentation)

Documentation Required: To request a refund based on extenuating circumstances, you must provide supporting documentation (medical certificate, police report, government notice, etc.) within 7 days of the missed booking. Requests without adequate documentation cannot be processed. Contact our support team at support@gungov.com.au with your booking reference and documentation.

2.4 Club or Range Initiated Cancellations

If a club or range cancels an event, session, or booking for any reason (weather, equipment failure, staff shortage, etc.), you will automatically receive a full refund (100%) of your booking fee. The refund will be processed automatically within 3-5 business days. You will be notified by email and in-app notification when a club cancels your booking. In some cases, the club may offer to reschedule your booking to an alternative date/time at no additional cost.

3. Membership Subscriptions

3.1 Subscription Cancellation

You may cancel your club membership subscription at any time through your account settings. When you cancel:

• Your access to membership benefits will continue until the end of the current billing period you have paid for
• You will not be charged for any subsequent billing periods
• No refunds will be provided for the current or any previous billing periods already paid
• Partial subscription periods are not refundable (pro-rata refunds are not available)
• Your account and booking history will be retained, allowing you to re-subscribe at any time

3.2 Cooling-Off Period for New Subscriptions

For new membership subscriptions, a 14-day cooling-off period applies from the date of initial purchase. If you have not accessed or used any membership services or benefits during this 14-day period, you may request a full refund. Once you have used any membership services, attended any member events, made member bookings, or accessed member-only features, the subscription becomes non-refundable. To request a refund during the cooling-off period, contact support@gungov.com.au with your membership details.

3.3 Membership Suspension vs. Cancellation

If you need to temporarily pause your membership (due to travel, injury, etc.), contact your club administrator directly to inquire about membership suspension or freeze options. Suspension policies vary by club and are not managed through the GunGov platform. Enkisonics Pty Ltd does not provide refunds for membership periods during which you choose not to use the services.

3.4 Membership Termination by Club

If a club terminates your membership for reasons not related to a breach of terms or misconduct on your part (e.g., club closure, facility closure, discontinuation of membership program), you will receive a pro-rata refund for the unused portion of your membership period. Refunds will not be provided if membership is terminated due to:

• Breach of club rules or code of conduct
• Unsafe behavior or firearms handling violations
• Harassment, intimidation, or misconduct towards staff or members
• Providing false information or invalid licensing details
• Non-payment of additional fees or charges

4. Requesting a Refund - Process and Procedures

4.1 How to Submit a Refund Request

To request a refund for any service or product purchased through GunGov, please follow these steps:

Step 1: Gather Required Information

• Your booking reference number or order number
• The date of purchase or booking
• Description of the issue or reason for refund request
• Any supporting documentation (if applicable)

Step 2: Contact Our Support Team

Email: support@gungov.com.au

Phone: 0429 308 630 (Monday-Friday, 9:00 AM - 5:00 PM AEST)

Step 3: Provide Details in Your Request

Include your booking/order reference, account email address, date of transaction, reason for refund, and any supporting documentation. The more information you provide, the faster we can process your request.

4.2 Response and Assessment Timeframe

We aim to respond to all refund requests within 5-7 business days of receipt. During peak periods (public holidays, end of financial year), response times may be slightly longer. Our support team will:

• Acknowledge receipt of your refund request
• Review your request against our refund policy and the circumstances of your case
• Request additional information or documentation if required
• Provide a decision on your refund request with a clear explanation
• Process approved refunds and provide confirmation

4.3 Refund Decision and Communication

Once your refund request has been assessed, you will receive a written response via email detailing:

• Whether your refund request has been approved or declined
• The reason for the decision
• The amount to be refunded (if approved)
• The expected timeframe for the refund to appear in your account
• Alternative options if a full refund cannot be provided (partial refund, credit, transfer, etc.)

5. Refund Processing and Payment Timeframes

5.1 Processing Time

Once a refund is approved, we will initiate the refund process immediately. The time it takes for the refund to appear in your account depends on your payment method and financial institution:

• Credit/Debit Card Refunds: 5-10 business days from the date of refund initiation. The exact timeframe depends on your card issuer's processing schedule.
• Bank Transfer/Direct Debit: 3-7 business days to appear in your account.
• Digital Wallet (PayPal, etc.): 3-5 business days.
• GunGov Platform Credit: Instant (credited to your account immediately upon approval).

5.2 Refund Method

Refunds will be processed to the original payment method used for the purchase. We cannot process refunds to a different payment method or to a third party. If the original payment method is no longer valid or available (e.g., expired card, closed account), please contact our support team to arrange an alternative refund method.

5.3 Platform Credit Option

In some cases, we may offer platform credit as an alternative to a monetary refund. Platform credit can be used for future bookings, memberships, or purchases on GunGov and never expires. If you prefer platform credit over a refund to your payment method, please indicate this preference when submitting your refund request. Platform credit is typically issued instantly upon approval.

5.4 Refund Confirmation

Once a refund has been successfully processed, you will receive an email confirmation containing:

• Refund amount
• Refund reference number
• Payment method to which the refund was issued
• Expected timeframe for the funds to appear in your account
• Transaction ID for your records

5.5 Delayed Refunds

If a refund has not appeared in your account after the expected timeframe, please:

1. Check your bank or credit card statement carefully (refunds may appear under "Enkisonics Pty Ltd" or "GunGov")
2. Contact your bank or card issuer to confirm no delays on their end
3. If the refund is still not visible after 14 business days, contact our support team with your refund reference number

6. Non-Refundable Items and Services

The following items and services are non-refundable under all circumstances unless required by law:

• Administrative Fees: Any administrative, processing, or service fees charged are non-refundable.
• Completed Services: Services that have been delivered, completed, or attended as described are non-refundable.
• Digital Downloads: Any digital content, documents, or resources that have been downloaded or accessed are non-refundable.
• No-Show Bookings: Bookings where you failed to attend without prior cancellation are non-refundable.
• Used Membership Periods: Membership subscription periods during which you have accessed services are non-refundable.
• Third-Party Services: Services provided by third parties (clubs, ranges, instructors) may have their own refund policies which override this policy.
• Promotional or Discounted Bookings: Special promotional offers, discounted bookings, or free trials may have specific non-refundable terms disclosed at the time of purchase.
• Gift Cards or Credits: Purchased gift cards, promotional credits, or account credits are non-refundable once issued.

7. Disputes and Appeals

7.1 If Your Refund Request is Declined

If your refund request is declined and you believe the decision is incorrect or unfair, you have the right to request a review. To appeal a refund decision:

1. Reply to the decision email with additional information or evidence supporting your case
2. Clearly explain why you believe the decision should be reconsidered
3. Provide any additional documentation that was not included in the original request
4. Your appeal will be reviewed by a senior member of our support team within 7-10 business days

7.2 External Dispute Resolution

If you are not satisfied with the outcome of your appeal, you may seek external dispute resolution through:

• Queensland Civil and Administrative Tribunal (QCAT) - For disputes under $25,000
• Australian Competition and Consumer Commission (ACCC) - For consumer rights issues
• Fair Trading Queensland - For consumer complaints and mediation
• Your State or Territory Consumer Affairs Office - For local consumer protection

7.3 Chargebacks and Payment Disputes

We strongly encourage you to contact us directly before initiating a chargeback with your bank or card issuer. Chargebacks should only be used in cases of unauthorized transactions or fraud. Initiating a chargeback for a legitimate dispute that can be resolved through our refund process may result in:

• Immediate suspension of your account pending investigation
• Delays in resolving your issue
• Additional administrative fees
• Permanent account closure if the chargeback is found to be fraudulent or unjustified

8. Special Circumstances and Exceptions

8.1 System Errors and Technical Issues

If you are charged incorrectly due to a system error, technical glitch, or processing error on our part, you will receive an immediate full refund plus any applicable bank fees or charges incurred as a result of the error. Please report suspected system errors to support@gungov.com.au as soon as possible.

8.2 Duplicate Charges

If you have been charged multiple times for the same transaction due to a system error, all duplicate charges will be refunded in full immediately upon verification. Contact our support team with your transaction details and bank statement showing the duplicate charges.

8.3 Service Outages and Platform Unavailability

If the GunGov platform experiences a significant outage or unavailability that prevents you from accessing a paid service during your allocated time, you may be eligible for:

• A full refund of the affected service fee
• A free rebooking at an alternative time
• Platform credit equivalent to the value of the affected booking
• Extension of membership period to compensate for downtime (for extended outages)

8.4 COVID-19 and Health-Related Restrictions

In the event of government-mandated lockdowns, public health orders, or restrictions that prevent you from attending a booked session, you will receive a full refund or the option to transfer your booking to a future date at no additional cost. This policy applies to government restrictions only, not to personal health concerns or voluntary isolation.

9. Changes to This Policy

Enkisonics Pty Ltd reserves the right to update, modify, or change this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting to the GunGov website with an updated revision date. We will notify users of material changes via email and/or through a notice on the platform. Continued use of GunGov services after changes are made constitutes acceptance of the updated policy. We encourage you to review this policy periodically to stay informed of any updates.

Previous versions of this policy will be archived and available upon request for reference purposes.

10. Contact Information

For any questions, concerns, or requests related to this Refund and Cancellation Policy, please contact Enkisonics Pty Ltd:

Our support team is available Monday through Friday, 9:00 AM to 5:00 PM Australian Eastern Standard Time (AEST). We aim to respond to all inquiries within 24-48 hours during business days. For urgent matters, please call our support line during business hours.

This Refund and Cancellation Policy is effective as of November 11, 2025, and applies to all transactions made through the GunGov platform operated by Enkisonics Pty Ltd (ABN 48 688 943 106).

Last Updated: November 11, 2025

Version: 2.0