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Payments and Cancellation Policy

Service Options

You can find a description of our Service options on our website, and we will explain which Service options are available to you when you create a talklink account. We may also offer special promotional plans, memberships, or services, including offerings of third-party products and services in conjunction with or through the talklink Service. We are not responsible for the products and services provided by such third parties. We reserve the right to modify, terminate or otherwise amend our offered subscription plans and promotional offerings at any time in accordance with these Terms.

Trials

From time to time, we or others on our behalf may offer trials of Paid Subscriptions for a specified period without payment or at a reduced rate (a “Trial”). talklink may determine your eligibility for a Trial, and withdraw or modify a Trial at any time without prior notice and with no liability, to the extent permitted under applicable law.
For some Trials, we’ll require you to provide your payment details to start the Trial. By providing such details you agree that we may automatically begin charging you for the Paid Subscription on the first day following the end of the Trial on a recurring monthly basis or another interval that we disclose to you in advance. IF YOU DO NOT WANT THIS CHARGE, YOU MUST CANCEL THE APPLICABLE PAID SUBSCRIPTION BEFORE THE END OF THE TRIAL. IF YOU SIGNED UP FOR THE TRIAL THROUGH TALKLINK, OR IF YOU RECEIVED YOUR TRIAL THROUGH A THIRD PARTY, YOU MUST CANCEL THE APPLICABLE PAID SUBSCRIPTION THROUGH THE THIRD PARTY.

Billing

You may purchase a Paid Subscription directly from the talklink website, from one of our sales consultants over the phone or through a third party either by paying a subscription fee in advance on a monthly basis or some other recurring interval disclosed to you prior to your purchase.
talklink may change the price for the Paid Subscriptions, including recurring subscription fees, the Pre-Paid Period (for periods not yet paid), or Codes, from time to time and will communicate any price changes to you in advance and, if applicable, how to accept those changes. Price changes will take effect at the start of the next subscription period following the date of the price change. Subject to applicable law, you accept the new price by continuing to use the talklink Service after the price change takes effect. If you do not agree with a price change, you have the right to reject the change by unsubscribing from the Paid Subscription prior to the price change going into effect.
If you register for a Paid Subscription, you may change your mind for any or no reason and receive a full refund of all monies paid within fourteen (14) days starting from the day you sign-up for the relevant service (the “Cooling-off Period”) in accordance with the following:
If you sign up for a Trial, you agree that the Cooling-off Period for the Paid Subscription for which you are receiving a Trial ends fourteen (14) days after you start the Trial. If you don’t cancel the Paid Subscription before the Trial ends, you lose your right of withdrawal and authorize talklink to automatically charge you the agreed price each month until you cancel the Paid Subscription;
If you purchase a Paid Subscription with no Trial, you authorize talklink to charge you automatically each month until you cancel. You agree that the Cooling-off Period is available for fourteen (14) days after your purchase but is lost once you use the talklink Service during that period.

Renewal & Cancellation

Unless your Paid Subscription has been purchased for a Pre-Paid Period, your payment to talklink or the third party through which you purchased the Paid Subscription will automatically renew at the end of the applicable subscription period, unless you cancel your Paid Subscription before the end of the then-current subscription period. The cancellation will take effect the day after the last day of the current subscription period. If you purchased your Paid Subscription through Spotify and you cancel your payment or Paid Subscription and/or terminate any of the Agreements (1) after the Cooling-off Period is over (where applicable), or (2) before the end of the current subscription period, we will not refund any subscription fees already paid to us. If you wish to receive a full refund of all monies paid to talklink before the Cooling-off Period is over, you must contact Customer Support. When we process any refund, we will refund amounts using the method you used for payment.
If you have purchased a Paid Subscription using a Code, your subscription will automatically terminate at the end of the period stated in the Code, or when there is an insufficient pre-paid balance to pay for the Service. If you have purchased your Paid Subscription through a third party, you must cancel directly with that third party.
Customers, however, cannot get a refund in arriere for a problem that was outside the control of the provider or if they:
changed their mind;
insisted on having a service provided in a particular way, against the provider’s advice;
failed to clearly explain their needs to the provider.

Complaint Handling Policy

Goals of the policy

We value receiving specific complaints as they assist us to improve our products, services and customer service.  
This policy has been designed to assist customers. talklink is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally.

Definition of a complaint

Complaints are defined as any expression of dissatisfaction made by a customer in relation to talklink or talklink products and services.

Recording complaints

talklink staff are responsible for recording all complaints within the customer’s profile on our CRM portal. Ensure that their contact details are correct. Include details of the customer’s complaints as well as the date.
Customers’ personal details or details of their complaint will not be divulged to third parties. Privacy assured.

Informing customers of progress

We strive to resolve all complaints within 7 days.
Customers will be given an approximate timeframe at the time we receive their complaint.
Customers will be informed of any changes to our products or services as a result of their complaint.
Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

Responding to complaints

All people making a complaint will be treated with courtesy.  Where possible, complaints will be resolved at the first point of written contact. If appropriate to the complaint, we may offer discounts on future purchases, free gifts or a full refund (after guarantee expiry date) to resolve a complaint immediately. Complaints will still be recorded.
If the complaint can’t be resolved immediately, the customer will be given a timeframe and details of our complaint handling process.