Refund & Returns

Short version: If your card arrives broken or doesn’t tap, we replace it free. If you change your mind in the first 14 days and your card is unused with intact NFC chip, we’ll refund it. Australian Consumer Law guarantees apply on top of everything below.

1. Australian Consumer Law applies

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a refund, replacement, or repair if the product:

• is faulty or has a manufacturing defect,
• is significantly different from how it was described or pictured,
• doesn’t do what we said it would do, or
• doesn’t match a sample shown to you.

2. Major fault, full refund or replacement

If your card has a major fault (chip dead on arrival, card cracked or unreadable, profile permanently inaccessible due to our fault), you can choose:

• a full refund including original shipping, or
• a free replacement card.

Email support@zapcard.com.auwith your order number and a short description (a photo helps). There is no 30-day reporting cutoff in this policy for exercising statutory rights.

3. Minor fault, we fix or replace

For minor faults (cosmetic flaw, slight print misalignment), we’ll repair or replace at our cost within a reasonable time. Contact us the same way as above.

4. One-year card warranty

Every ZapCard is covered for 12 months from the day it’s delivered. If the NFC chip stops reading, or the card delaminates, cracks or the print fails under normal everyday use, we’ll send you one free replacement card, shipping included. You don’t pay anything and you don’t need to send the old one back.

What it doesn’t cover: a card that’s been lost, deliberately damaged, cut, drilled, put through a wash cycle or a laminator. And it’s one replacement per card, if a second one fails we’ll want to talk to you about it rather than just post another, because at that point something is wrong at our end.

This warranty is in addition to your rights under the Australian Consumer Law, not instead of them. Nothing here limits those rights, and a fault serious enough to be a major failure still entitles you to a refund under section 2 above, whichever is better for you.

To claim, email support@zapcard.com.au with your order number and a photo or short description of what the card is doing.

5. Change of mind, 14 days, unused only

If you simply change your mind, we offer a 14-day return window from the date your card was delivered, on these conditions:

• The card is unused. A profile-open count alone does not prove that a physical NFC chip has been tapped.
• The card is in original condition, no scratches, bends, or sleeve damage.
• You cover the cost of return shipping back to us.

Refund is processed within 5 business days of receiving the returned card.

6. Digital profile dissatisfaction

If you’re unhappy with how your digital profile looks before your physical card has shipped, edit it for free in your dashboard at any time. If you want a different design and the card hasn’t been produced yet, email us and we’ll redesign at no charge.

7. Team orders (10-packs and custom quotes)

Bulk physical-card orders can be placed through checkout or a separate written quote and are produced as a batch. If the batch has manufacturing defects, the entire batch is replaced. Change-of-mind returns on team orders are at our discretion and may incur a restocking fee of up to 15%. These voluntary arrangements do not limit applicable statutory remedies, including the choice available for a major fault.

8. Personal and Team subscriptions

Team software subscriptions are separate from physical-card orders and personal Premium subscriptions. The workspace owner can open Manage billing to manage Team renewal. For cancellation assistance, an incorrect charge or a service problem, contact support@zapcard.com.au. Cancelling Team does not itself return physical cards or cancel personal Premium. Cancelling renewal, requesting a refund and deleting an account are separate actions.

Applicable consumer guarantees also cover services. A major service problem can entitle you to cancel and receive an appropriate refund, or keep the service at a reduced price. Remedies depend on the nature and seriousness of the problem; nothing in these arrangements limits rights that cannot be excluded.

9. Cards lost in transit

If your card hasn’t arrived within 14 business days of your dispatch email, contact us and we’ll send a free replacement.

10. How to request a refund or return

Email support@zapcard.com.au with:

• Your order number (in your original receipt).
• The reason for the return.
• A photo if there’s a visible defect.

We respond within 2 business days and confirm the next step (replacement shipping label or return address).

11. Refund timing

Approved refunds are issued to the original payment method within 5 business days. Your bank may take a further 3 to 10 business days to display the credit, depending on their processing time.

12. Disputes

If you’re unhappy with our response, you can seek help from your state or territory consumer protection body. You can also report an issue to the Australian Competition and Consumer Commission (ACCC) which does not resolve individual disputes. We always prefer to resolve directly first.

13. Contact

Konquer Media Pty Ltd (trading as ZapCard)
ABN 15 685 811 492
Cranbourne North VIC, Australia
Email: support@zapcard.com.au