Refund policy

SquareBySquare sells Squares – digital conservation units that symbolically represent protection of rainforest land. Because Squares are not physical goods, they are not subject to a typical 30-day return policy. However, we comply fully with the Australian Consumer Law (ACL), which provides important consumer guarantees.

This policy explains when you may be entitled to a refund or other remedy.

Change of Mind

We do not offer refunds if you simply change your mind, made an incorrect choice, or your circumstances change. This is permitted under the ACL for digital or donation-style products.

When Refunds or Remedies Apply

You may be entitled to a remedy if:

  • Your Square is not delivered or not accessible after purchase

  • Your Square does not match the description on our website

  • You were charged incorrectly (e.g. duplicate transaction or billing error)

  • There is a major problem with the service as defined under the ACL

In these cases, we will provide a suitable remedy which may include correction, replacement, or refund.

How to Request a Remedy

Please contact us at square@squarebysquare.org with:

  • Your name and order number

  • A description of the issue

We will acknowledge your request within 5 business days and provide an outcome within a reasonable period (typically within 14 days). If a refund is approved, it will be processed to your original payment method.

Your Rights Under Australian Law

Under the ACL, consumers are entitled to a refund or replacement for major problems, and to have minor problems fixed within a reasonable time. Nothing in this policy limits those rights.

International Customers

If you are purchasing from outside Australia, please note that local consumer protection laws may also apply in addition to the rights described here.

Contact Us

If you have any questions about this policy or need to request a remedy, you can contact us at:

square@squarebysquare.org