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Legal

Refund Policy

When we give refunds and how to request one.

Effective from 2026-10-16

1. General rule

  • This Refund Policy supplements the Rental Terms.
  • Rentals are paid in advance for a set period. If you finish early or change your mind, we do not refund the unused time.
  • Payments are processed by Paddle, our Merchant of Record. You can also request a refund from Paddle at paddle.net; such requests are handled under Paddle’s Buyer Terms, which may give you additional rights.
  • This rule does not limit your rights under the Australian Consumer Law (see “Your rights under the law”).

2. Your rights under the law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your contract and to a refund for the unused portion or to compensation for its reduced value, as well as compensation for any other reasonably foreseeable loss. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

3. When we give refunds

  • Access did not open. Payment went through, but the Mac did not become available through our fault, and we did not fix this within 2 hours. We refund the full amount or, if you prefer, reschedule the Rental.
  • Extended outage on our side. The Mac was unavailable through our fault for more than 2 consecutive hours. At your choice, we extend the Rental by the lost time or refund its cost pro rata to the Rental Period.
  • The Mac is not working properly. A fault caused by us that we did not fix, or resolve by replacing the Mac, within a reasonable time. We refund the cost of the unused time.
  • Duplicate or incorrect charge. We refund the excess amount in full.
  • Auto-renewal after it was turned off. If you turned off auto-renewal before the end of the Rental Period but were still charged, we refund the charge in full.
  • Discontinuation of the Service by us. If we discontinue the Service or a Mac model, we refund the cost of the unused portion of the Rental Period.

4. When refunds are not given

  • You did not use the Mac or finished before the end of the Rental Period.
  • The problem was caused on your side: your internet connection, browser, device, your organisation’s network or a VPN.
  • The software you need is not supported by macOS or the selected Mac model, where the model’s specifications were stated on the website.
  • The Rental was terminated because of your breach of the Rental Terms or the macOS licence.

These exceptions do not apply where a refund is required under the Australian Consumer Law.

5. How to request a refund

  1. Email hello@justmac.app from your account email address.
  2. Include the date and amount of the payment and the Mac model, and describe what happened and when.
  3. We will acknowledge receipt within 2 business days and let you know our decision within 5 business days.

We recommend contacting us as soon as possible after the problem occurs: this makes it easier for us to check the logs. The time you take to contact us does not limit your rights under the law.

6. Refund timing and method

  • Refunds are made to the card used for payment. If this is not possible, we will agree another method with you.
  • We process the refund within 5 business days of making our decision. Your bank may need a further 5–10 business days for the money to reach your account.
  • Refunds are made in US dollars. Exchange rate differences and your bank’s fees are outside our control.

7. Contact us

JustMac.

Refund enquiries: hello@justmac.app.