Refund Policy
Last updated: 14 February 2026
This Refund Policy applies to platform usage charges, API usage fees, SMS service fees, and additional services for the Camper BMS platform operated by Pillarbit Software Pty Ltd (ABN 65 692 373 505) trading as Camper BMS ("Camper BMS", "we", "us", or "our").
This Policy does not apply to:
- Guest booking payments (see Section 6)
- Third-party payment processing fees
As the Camper BMS application has not yet launched, and no SaaS agreement is currently in effect, this Policy applies to any applicable paid services once the platform becomes available. Additional service-specific terms may apply at launch.
1. General
We offer refunds in accordance with the Australian Consumer Law ("ACL") and on the terms set out in this Refund Policy.
Any rights or remedies described in this Policy are in addition to, and do not exclude, restrict or modify, any rights you may have under the Australian Consumer Law.
Before using our services, please read this Policy so that you understand your rights and what you can expect from us if you are not satisfied.
2. Nature of the Services
Camper BMS provides booking, property management, invoicing, and related software services to campground and caravan park operators.
Camper BMS:
- is not a payment processor or merchant of record;
- does not receive, hold, deduct, or control guest funds;
- does not sell bookings to guests.
All guest payments are processed directly by the campground operator's chosen third-party payment provider under that provider's own terms.
This Refund Policy applies only to Camper BMS platform usage fees, API usage fees, SMS service fees, and additional services charged to campground operators.
3. Australian Consumer Law
Under the Australian Consumer Law, services come with guarantees that cannot be excluded.
If our services suffer from a major failure as defined under the Australian Consumer Law, you may be entitled to statutory remedies required by law. These remedies may include cancellation of the affected services and a refund of amounts paid. Any compensation for loss or damage applies only to the extent mandated by the Australian Consumer Law.
If a failure does not amount to a major failure, you are entitled to have the services remedied within a reasonable time. If the failure is not remedied within a reasonable time, you may be entitled to cancel the services and receive a refund for the affected portion.
If there is any inconsistency between this Refund Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
4. Platform Fees and Services
4.1 Platform Usage Fees
Platform usage fees are calculated as a percentage of invoices successfully paid through a connected payment gateway integration and are invoiced to campground operators monthly in arrears.
Except where required by the Australian Consumer Law, platform usage fees are non-refundable once incurred, as they represent services already rendered during the billing period.
This includes access to the platform, processing of bookings, availability calculations, data storage, analytics, and other platform operations performed during the billing period.
4.2 API Usage
API access requires explicit opt-in consent. Once enabled, API usage is billed per write request at the disclosed rate and invoiced monthly in arrears.
Except where required by the Australian Consumer Law:
- API usage fees are non-refundable once incurred, as they represent services already consumed;
- API write requests are charged as they occur and cannot be refunded once executed.
4.3 SMS Services
SMS messaging requires explicit opt-in consent. SMS services include a setup fee (charged each time the service is activated or reactivated) and per-message usage charges, invoiced monthly in arrears.
Except where required by the Australian Consumer Law:
- SMS setup fees are non-refundable once the service has been activated, as they represent configuration and provisioning work already performed;
- SMS usage fees are non-refundable once incurred, as they represent messages already sent.
4.4 Custom Services
Custom services (such as manual map creation, data migration, or other one-time service requests) are opt-in and require explicit acceptance of fees before being applied.
Except where required by the Australian Consumer Law:
- custom services are non-refundable once delivered, as they represent work already performed;
- if a custom service has been paid for but not yet commenced, a refund may be provided at our discretion;
- partially completed custom services may be subject to partial refunds at our discretion based on work completed.
5. When Refunds May Be Provided
We may provide a refund, service credit, or fee waiver where we determine, acting reasonably, that:
- fees were charged due to a system fault attributable to Camper BMS;
- duplicate or incorrect charges were invoiced in error;
- platform usage fees were charged for invoices that were not successfully paid due to a platform malfunction;
- API usage fees were charged due to a platform malfunction or system error attributable to Camper BMS;
- SMS usage fees were charged due to a platform malfunction or system error attributable to Camper BMS (e.g., duplicate messages sent in error);
- custom services were not delivered as agreed or do not meet the specifications agreed upon.
Available remedies may include:
- full or partial refund to the original payment method;
- credit applied to future platform fees;
- credit for incorrectly charged API usage;
- credit for incorrectly charged SMS usage;
- reperformance of custom services;
- fee waiver for the affected period;
- a combination of the above.
The appropriate remedy will be determined based on the nature and impact of the issue.
Refunds will not be provided for:
- change of mind;
- dissatisfaction unrelated to a platform failure;
- user configuration errors;
- incorrect pricing, tax, or invoice setup by the campground operator;
- guest disputes, cancellations, no-shows, or chargebacks;
- payment processing fees charged by third-party providers;
- API usage fees incurred through normal operation of your integrations;
- SMS usage fees for messages successfully sent through normal operation;
- custom services delivered as specified.
6. Guest Booking Refunds
Camper BMS does not issue refunds to guests.
All guest refunds, credits, cancellations, disputes, or chargebacks are governed solely by:
- the campground operator's own booking and cancellation policies; and
- the terms of the campground's chosen payment provider.
Any guest refund requests must be directed to the campground operator, not Camper BMS.
7. Beta, Early Access, and Pre-Release Services
During beta, early access, or pre-release periods, services may be incomplete, modified, delayed, or withdrawn.
Except where required under the Australian Consumer Law, no refunds will be provided solely due to:
- feature changes;
- feature limitations;
- service interruptions inherent to beta or early access releases.
7A. Free Tier Services
Where services are provided at no charge (including free tiers, trials, or promotional offers):
- no refunds are applicable, as no fees are paid;
- services may be modified, limited, or discontinued;
- Australian Consumer Law guarantees still apply to the extent services are supplied.
If you upgrade from free to paid services, this Refund Policy applies to paid fees only.
8. Exceptions
We may refuse to provide a refund where:
- the issue was caused by misuse of the platform;
- you were aware of limitations or issues before incurring the charges;
- the issue resulted from instructions or configurations requested by you against our advice;
- an exception applies under the Australian Consumer Law.
9. Refund Requests and Processing
Refund requests must be submitted in writing to support@camperbms.com and include:
- your business or account name;
- relevant invoice number(s);
- a description of the issue.
We will:
- acknowledge your request within 3 business days;
- assess your request and respond within 10 business days;
- process approved refunds within 14 days of approval.
We may request additional information to assess your request.
Approved refunds will be issued using the original payment method where practicable, or as a credit against future invoices.
You may be required to provide proof of purchase or verification of account ownership.
10. Disputes and Complaints
If you are not satisfied with our response to your refund request, you may:
- escalate the matter to our support or compliance contact at support@camperbms.com; and/or
- contact your state or territory consumer protection agency or Fair Trading office, or the Australian Competition and Consumer Commission (ACCC).
Nothing in this Policy removes or restricts your rights to seek remedies through consumer protection agencies or courts.
11. Changes to This Policy
We may update this Refund Policy from time to time. The current version will be published on camperbms.com with the updated effective date.
12. Governing Law
This Refund Policy is governed by the laws of New South Wales, Australia, and any disputes will be subject to the exclusive jurisdiction of the courts of New South Wales.
13. Contact Us
If you have any questions about this Refund Policy or wish to request a refund, please contact: