Refund policy

REFUND POLICY OF FTW PERKS PTY LTD

Effective Date: 06 November 2025

Last Updated: 09 April 2026

This Refund Policy (“Policy”) applies to all paid memberships and associated digital access through www.ftwperks.com (the “Website”), operated by FTW PERKS PTY LTD (“we,” “us,” or “our”).

General

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
This Policy applies to all FTW PERKS PTY LTD membership tiers and any limited one-off access promotions (if offered).

Nature of Membership Services

FTW PERKS PTY LTD memberships provide access to exclusive digital content, community features, partner discounts, and automatic entry eligibility into promotional giveaways (“Membership Benefits”).
Giveaway entries are complimentary components of an active membership and do not represent a separate purchase or paid entry. For the purposes of giveaway eligibility, ‘active membership’ means an uncancelled, paid membership at the time of the draw. Members who cancel their membership will continue to have access to digital membership benefits until the end of their current billing period as managed by Shopify and our subscription management platform (Appstle Memberships), but will not be eligible for any giveaways conducted after their cancellation date.
One-off promotional access or entry offers, when available, are also considered digital services under this Policy and are governed by the same terms.

Australian Consumer Law

Under the Australian Consumer Law:

Our goods and services come with guarantees that cannot be excluded. If a product or service you purchase has a major failure, you are entitled to:

cancel the purchase;
receive a full refund; and
claim compensation for any foreseeable loss or damage.

If the issue does not amount to a major failure, you may be entitled to a re-supply of the product or service within a reasonable time or a partial refund.

We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
For clarity, a 'major failure' under the Australian Consumer Law includes circumstances where: the goods are substantially unfit for their normal purpose and cannot be easily fixed within a reasonable time; the goods are significantly different from their description or sample; the goods are substantially unusable; or the goods are unsafe.

Refund Eligibility

All membership payments are final and non-refundable once processed, except where required under the Australian Consumer Law. Complimentary giveaway entries and associated benefits are not eligible for refund or exchange.
Membership fees are charged for access to digital services and benefits, not for the outcome of any giveaway. FTW PERKS PTY LTD does not guarantee any winnings or prizes.
Refunds are not available for change of mind, non-use of membership benefits, loss of giveaway eligibility following cancellation, or failure to win a giveaway, except where a refund is required under the Australian Consumer Law.
Refunds may be issued in limited circumstances, including:

accidental duplicate payments;
technical or system processing errors; or
over-purchase of additional entries beyond the stated limit (where applicable). If a member inadvertently purchases more than the maximum permitted number of bonus entries, FTW PERKS PTY LTD will refund the amount paid for the excess entries.
Refunds, when approved, will be processed via the original payment method through our payment providers.

Cancellations and Access

Members may cancel their subscription at any time through their account settings.
Upon cancellation, access to membership content and benefits will remain active until the end of the current billing period unless otherwise specified by Shopify and our subscription management platform (Appstle Memberships).
Eligibility for giveaway entries ceases immediately upon cancellation. Only active, paid members at the time of a giveaway draw will be eligible.
Cancelling a membership does not entitle a member to any refund, credit, or continued eligibility for future giveaways beyond the active billing period.

Giveaway Prizes and Partner Fulfilment

FTW PERKS PTY LTD provides access to partner discount codes as a membership benefit. All purchases made using these codes occur directly with the partner business. FTW PERKS PTY LTD is not responsible for the quality, availability, delivery, pricing or terms of any goods or services purchased from partner websites. Any issues must be directed to the partner business.
Giveaway prizes may be supplied either directly by FTW PERKS PTY LTD or by partnered brands. Where a giveaway prize is supplied by a partner brand, responsibility for product quality, defects, delivery and delays rests with that partner. FTW PERKS PTY LTD will assist in facilitating contact but does not provide warranties for partner-supplied items.
FTW PERKS PTY LTD does not accept liability for delays, damage, or delivery failures caused by a partner or shipping provider.
Giveaway items are promotional in nature and are not sold or invoiced as part of the membership purchase.
Requests for replacements or remedies relating to damaged or faulty giveaway items will be addressed on a case-by-case basis, taking into account the responsibilities of the supplier or partner.

Products Damaged During Delivery

In the event that the product you ordered has been damaged during delivery:

Contact us as soon as possible.
FTW PERKS PTY LTD will liaise with the courier or supplier to arrange an appropriate remedy, such as replacement or repair where feasible.
Damaged prizes must be reported within the 14-day period and, if requested, returned in their original condition together with any packaging and accompanying materials.
FTW PERKS PTY LTD may not be able to offer refunds or replacements where the issue is outside our control or replacements for prizes fulfilled by third-party partners or for issues arising from courier mishandling or delays beyond our control.

Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service provided if:

You have breached the FTW PERKS PTY LTD Membership Terms or attempted to misuse, manipulate or unfairly influence giveaway outcomes or entries.
You were aware of any technical limitation, access restriction, or other issue affecting the service prior to purchase.
You requested a specific change or modification to your membership benefits outside of standard inclusions.
The issue results from a partner brand, courier, or third-party provider outside of FTW PERKS PTY LTDS’ reasonable control.
Any other exception permitted under the Australian Consumer Law applies.

Response Time

We aim to process any requests for membership-related refunds or account reviews within 3 business days of receipt.
We will notify members of the status of their request within 10 business days and provide regular updates until the matter is resolved.
All refund processing timelines are subject to the timeframes and system requirements of third-party providers, including Shopify, Appstle Memberships, and Stripe (where applicable).

Refund Requests and Processing

You can contact us using the email provided at the end of this Policy to request a review or refund under the terms of this Policy.
Unless otherwise determined at our discretion, any approved refund will be processed using the same payment method as the original purchase or to the same account used at the time of payment.
To be eligible for a refund, you must provide proof of purchase for the relevant membership payment.
You may be required to provide government-issued identification to confirm ownership of the account before a refund can be processed.
Acceptable proof of purchase includes an original receipt, order confirmation email, bank statement showing the transaction, or digital invoice from our system. Each document must clearly display the purchase date, amount, and item description.