Refund policy
Shipping & Returns Policy
THE SOCIAL AISLE
CUSTOMER POLICY DOCUMENTS
Audio Guestbook Hire | Digital Products | Bundle Packs | Subscription Plans | Add-Ons & Services
Version 2.0 | April 2026
ABN: 59 667 067 085 | Queensland, Australia
Shipping — Physical Hire Products
Where we ship
We ship Australia-wide. Every hire booking includes free express delivery and a prepaid return satchel. There are no additional shipping charges for Australian addresses.
When we ship
Equipment is dispatched via express courier to arrive at least 3 days before your Start Date. Dispatch timing varies by location, but we aim for a comfortable buffer so your phone is waiting for you well before your event.
Tracking
You will receive a tracking number via email when your Equipment is dispatched. We monitor all shipments and will proactively contact you if we detect a potential delay.
Delivery to a venue
You can choose to have your Equipment delivered directly to your venue. If you select this option, we will contact your venue coordinator in advance to confirm they are expecting the package and will store it safely until your event.
Returns — Physical Hire Products
How to return
A prepaid Australia Post express satchel is included in your hire box. Place the Guestbook Phone in the satchel, seal it, and drop it at any Australia Post outlet or red express post box. That is all you need to do.
When to return
Please return the Equipment within 3 calendar days after your End Date.
What if I return it late?
If the Equipment is not returned within 7 days after the End Date, we will send a gentle reminder. Late hire fees of $25 per day may apply from day 8 onwards. If the Equipment is not returned within 21 days, we reserve the right to charge a replacement fee of up to $280 to the payment method on file, as outlined in our Hire Terms & Conditions.
Do I need to repack it in the original box?
No. The prepaid return satchel is all you need.
Refunds — Hire Products
Cancellations
- 31+ days before your Start Date: Full refund.
- 11–30 days before your Start Date: 50% refund.
- 10 days or fewer before your Start Date: No refund (Equipment will have been dispatched). We will work with you to reschedule.
Defective or non-working Equipment
If your Equipment arrives damaged or non-functional and we cannot provide a replacement in time for your event, you will receive a full refund. No questions asked.
Lost Content
If voice recordings are lost or corrupted due to an error on our part, you will receive a full refund of the total booking amount immediately.
Event postponement
If your event is postponed, contact us and we will move your booking to a new date free of charge, subject to Equipment availability.
Digital Products — One-Off Purchases
Digital products (The Virtual Aisle digital guestbook, Anniversary Replay, AI Transcription, Highlight Reel, extended Gallery hosting, and any other single-purchase digital services) are non-refundable once the service has been activated or the digital asset delivered.
If a digital product has not yet been activated or delivered, a full refund is available on request.
If you experience a technical issue that prevents you from using a digital product as described, contact us within 30 days of purchase and we will either resolve the issue or issue a full refund.
Bundle Packs — Corporate Guestbook Credits
Bundle Packs are pre-purchased banks of guestbook credits (5, 10, 20, or 50 credits) for use across multiple occasions. The following conditions apply:
Validity
All Bundle Pack credits are valid for 12 months from the date of purchase. Unused credits expire after this period and are not refundable.
Refunds on unused credits
If you have not redeemed any credits from your Bundle Pack, a full refund is available within 30 days of purchase. Contact us at with your order number.
Partial refunds
If you have partially used your Bundle Pack, we will issue a pro-rata refund for any unredeemed credits, provided the request is made within 30 days of purchase. Credits redeemed and guestbooks already activated are non-refundable.
After 30 days
No refund is available on Bundle Packs more than 30 days after purchase, regardless of how many credits remain. Unused credits continue to be valid until the 12-month expiry date.
Technical issues
If a redeemed credit results in a guestbook that is non-functional due to a fault on our part, that credit will be restored to your account or refunded at our discretion.
Subscription Plans — Monthly Corporate Plans
Monthly Subscription Plans (Corporate Starter, Team, Growth, and Enterprise) are billed automatically on a recurring monthly basis. The following conditions apply:
Cancellation
You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing period — you will not be charged again after that date, and you retain access to your plan and any unused credits until the billing period ends.
To cancel, email us at or manage your subscription via your account portal.
Refunds on the current billing period
Monthly subscription fees are non-refundable for the current billing period once charged. We do not provide partial-month refunds.
Refunds on unused monthly credits
Monthly credits are issued at the start of each billing period and do not roll over. Unused credits at the end of a billing period expire and are not refundable or transferable.
Refunds on the first charge
If you are unhappy with your subscription within the first 7 days of your initial charge and have not yet redeemed any credits, contact us and we will issue a full refund and cancel your subscription immediately.
Billing errors
If you have been charged incorrectly (wrong amount, duplicate charge, or charge after cancellation), contact us within 14 days and we will investigate and refund any erroneous charge immediately.
Plan changes
You may upgrade or downgrade your plan at any time. Changes take effect from your next billing cycle. No refund is issued for the difference when downgrading mid-cycle.
Australian Consumer Law
Nothing in this Shipping & Returns Policy excludes, restricts, or modifies your rights under the Australian Consumer Law. Our goods and services come with consumer guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Contact Us
Email:
Website: thesocialaisle.com.au