Payment, Refund & Service Delivery Policy
This page describes how services provided by JWGecko™ Innovation Pty Ltd (trading as JWGecko™ and Gecko™) are delivered and how payments and refunds are handled.
This page is provided for transparency in accordance with merchant and payment processor requirements.
Commercial terms governing the use of Gecko™ services are defined in the Gecko™ Customer Agreement Framework, including the Master Services Agreement, Product Schedules, Commercial Schedules and Platform Policies.
Where any inconsistency arises between this page and the Gecko™ Customer Agreement Framework, the Customer Agreement Framework prevails.
1. Services Provided
JWGecko™ provides hosted software platforms and related services used by training organisations and other customers for administration, training delivery, and compliance reporting.
Services may include:
- subscription access to Gecko™ platform software
- cloud-hosted application environments
- system configuration and onboarding services
- technical support and assistance
- professional services such as consulting, training or customisation
2. Service Delivery
Gecko™ services are delivered electronically via cloud-hosted systems.
Delivery of services may include:
- activation of a customer platform instance
- provision of administrator login credentials
- configuration or onboarding assistance where applicable
- ongoing access to the hosted platform during the subscription period
No physical goods are delivered as part of standard platform services.
3. Subscription Billing
Gecko™ platform services are typically provided on a subscription basis.
Subscriptions may be billed monthly or annually depending on the applicable Commercial Schedule.
Subscriptions generally renew automatically at the end of the subscription period unless cancelled in accordance with the applicable agreement terms.
Payments may be made using approved electronic payment methods including:
- Visa
- Mastercard
- American Express
- Other payment methods supported through Stripe payment processing
Payments are processed securely through Stripe or other authorised payment service providers.
Billing descriptors may appear as JWGecko or Gecko on customer bank or card statements.
4. Refund Policy
Fees paid for subscription services generally relate to the provisioning and operation of hosted platform infrastructure and associated service capacity.
Once service access has been activated or the subscription period has commenced, fees are typically non-refundable unless otherwise specified in the applicable Commercial Schedule or required by law.
Where a customer believes services have not been delivered in accordance with agreed terms, the customer should contact JWGecko™ support so the matter can be reviewed.
This policy does not exclude, restrict or modify any rights or remedies that may apply under the Australian Consumer Law.
5. Professional Services
Professional services including consulting, training, configuration, migration or engineering services may be billed separately from subscription services.
Professional service fees may become non-refundable once work has commenced or resources have been allocated, except where otherwise required by law.
6. Chargebacks and Payment Disputes
Customers who have questions regarding charges should contact JWGecko™ directly so that the matter can be reviewed and resolved promptly.
Customers agree to make reasonable efforts to contact JWGecko™ to resolve any billing concerns before initiating a chargeback or payment dispute through their financial institution.
Where a chargeback is initiated while the customer continues to use Gecko™ platform services, JWGecko™ may suspend platform access until the matter is resolved.
Customers remain responsible for fees relating to services already delivered in accordance with the applicable agreement terms.
7. Contact Information
Questions regarding payments, billing or service delivery may be directed to:
JWGecko™ Innovation Pty Ltd
ABN 92 611 225 784
Website: https://jwgecko.com
Support: gecko@jwgecko.com
Phone: +61 2 9146 6280
Last updated: 15 March 2026