Last Updated: July 2026

This Subscription & Billing Policy applies to all products and services provided by REI Master Pty Ltd (ACN 107 267 434) trading as REI Cloud. This policy forms part of the REI Cloud Terms of Service and governs subscriptions, fees, payments, renewals, cancellations, refunds and account management.

Subscription Services

REI Master provides cloud-based software, services and related products for property management, accommodation management, trust accounting, reservations, owner management and business operations.

Access to REI Cloud is provided on a subscription basis.

An active subscription is required to access REI Cloud software, services, support, updates and associated features.

Subscription Commencement

Your subscription commences upon:

• Activation of your REI Cloud account; or
• The agreed commencement date specified in your proposal, order form or service agreement.

By activating your account and using the Services, you agree to this Subscription & Billing Policy.

Subscription Terms

• Initial Term means 12 calendar months unless otherwise specified in a proposal, order form or service agreement.
  
• Further Term means any renewal term following the Initial Term.
• Casual Term means a month-to-month subscription arrangement.

Subscription terms may include:

Annual Subscription

A fixed-term subscription commencing on the agreed start date and continuing for the contracted period.

Ongoing Renewal Terms

Unless otherwise agreed in writing, subscriptions automatically renew at the end of the applicable subscription term.

Month-to-Month Subscription

Where agreed, subscriptions may continue on a monthly basis and renew automatically each month until cancelled.

Specific subscription terms will be outlined in your proposal, order form, invoice or subscription agreement.

Subscription Fees

Subscription fees are payable for access to REI Cloud software and services.

Fees may be based on:

• Subscription level
• Number of users
• Number of properties, units or lots
• Modules activated
• Storage requirements
• Messaging usage
• Additional services

All prices are quoted in Australian Dollars (AUD) and include GST unless otherwise stated.

What’s Included

Subscription plans may include:

• Access to subscribed REI Cloud modules
• Software updates and enhancements
• System maintenance
• Standard product support
• Access to customer service channels

Features available will depend on the subscription level selected.

Additional Charges

Additional fees may apply for products or services not included within your subscription plan, including:

• SMS and MMS messaging
• Premium messaging services
• Data migration services
• Implementation and onboarding services
• Training services
• Consulting services
• Bookkeeping consulting
• Custom development
• Additional storage
• Third-party integrations

Additional charges will be invoiced separately where applicable.

Payment Methods

REI Cloud accepts payment by:

Direct Debit

Direct Debit is our preferred payment method and does not attract additional processing fees.

Credit Card

Credit card payments may incur transaction and merchant processing fees, which will be disclosed at the time of payment.

Other Approved Payment Methods

Alternative payment methods may be available by prior written agreement.

Billing Terms

Unless otherwise agreed:

Invoices are issued electronically and delivered to the nominated billing contact.

Customer Responsibility

Customers are responsible for:

• Maintaining accurate billing information.
• Ensuring payment methods remain valid.
• Reviewing invoices promptly.
• Notifying REI Cloud of billing discrepancies.

Any invoice queries should be raised within 14 days of the invoice date.

Pricing Changes

REI Cloud may update subscription pricing, product offerings and service fees from time to time.

Pricing changes, subscription feature reductions or tier inclusions will not apply during a customer’s current contracted Initial Term unless agreed in writing.

Where pricing changes affect existing customers, at least 30 days’ notice will be provided before the change takes effect.

Pricing changes will not apply retrospectively.

Failed Payments

Where a Direct Debit, Credit Card or other automated payment fails:

• The payment may be re-attempted.
• The customer may be notified.
• A $22 administration fee applies.
• Immediate payment of outstanding amounts may be required.

Repeated failed payments may result in account suspension.

Overdue Accounts

If invoices remain unpaid beyond the due date:

Stage 1 – Reminder Notice

A payment reminder may be issued.

Stage 2 – Account Restriction

REI Cloud may restrict access to selected services or features.

Stage 3 – Suspension

REI Cloud may suspend access to the platform, messaging services or support services until payment is received.

Stage 4 – Account Termination

Continued non-payment may result in:

• Termination of services;
• Referral to debt recovery agencies;
• Legal recovery action.

Suspension or termination does not relieve a customer of outstanding payment obligations.

Cancellation by Customer

Customers may cancel their subscription by providing one month’s written notice and paying any outstanding amounts due under the applicable subscription term.

Cancellation requests must be submitted by email to:

admin@reimaster.com.au

• Cancellation within the initial contracted period (Cancellation within Initial Term)
  The client may, at their discretion cancel their subscription by giving one month’s written notice to REI Master and by paying out in full the balance of any contracted subscription amounts for the Initial Term and outstanding accounts.
• Cancellation within the ongoing contracted period (Cancellation during Further Term)
  The client may, at their discretion cancel their subscription by giving one month’s written notice to REI Master and by paying out in full the balance of any contracted subscription amounts for the Further Term and outstanding accounts.
• Cancellation outside of a contracted period (Cancellation within Casual Term)
  The client may, at their discretion cancel their subscription by giving one month’s written notice to REI Master and by paying out in full the balance of any contracted subscription amounts for the Casual Term and outstanding accounts.

Cancellation by REI Master

• Cancellation within the initial contracted period (Cancellation within Initial Term or Further Term)
  REI Master may, at REI Master’s discretion, cancel the client’s subscription if the client fails to comply with these Terms and Conditions by giving one month’s written notice to the client’s nominated email address, and by refunding any payments made by the client for subscription in advance.
• Cancellation outside the initial contracted period (Cancellation within Casual Term)
  REI Master may, at REI Master’s discretion cancel the client’s subscription by giving one month’s written notice to the client’s nominated email address.
• Cancellation/suspension due to an outstanding account
  REI Master may, at REI Master’s discretion cancel or suspend the client’s subscription immediately by giving written notice to the client’s nominated email address.
• Cancellation/suspension for convenience at any time
  In extreme situations, in order to protect REI Master’s business interests, client or clients, staff, contractors, third parties, intellectual property, exposure to risk or other circumstance at REI Master’s discretion, REI Master may, at REI Master’s discretion cancel or suspend the client’s subscription immediately by giving written notice to the client’s nominated email address, without refund or redress by the client.

Refund Policy

Except where required under Australian Consumer Law:

Subscription Fees

• Subscription fees are non-refundable.
• Partial months are not refunded.
• Unused features do not attract refunds.
• Services booked but not yet delivered may be refunded subject to at least 48 hours written cancellation notice.

Implementation & Onboarding Services

• Non-refundable once work has commenced.

Training & Consulting Services

• Non-refundable once delivered.

SMS & Usage Charges

• Charges are non-refundable once incurred.

Data Access Following Cancellation

Customers may continue to access their data during any active subscription period.

Following cancellation or termination:

• Access to the platform may cease.
• Customer data is retained for up to 30 days following cancellation and may thereafter be permanently deleted from REI Cloud systems.

Customers are responsible for ensuring any required records are exported prior to account closure.

Reinstatement of Services

Suspended accounts may be reinstated once:

• Outstanding balances have been paid.
• Any failed payment or administration fees have been paid.
• Updated payment details have been provided where required.

REI Cloud reserves the right to charge a reasonable reactivation fee where significant administrative work is required to restore services.

Contact Us

For subscription, billing or account enquiries:

REI Cloud
REI Master Pty Ltd

📧 admin@reimaster.com.au
📧 support@reimaster.com.au
📞 +61 7 5519 5955

Website: www.reicloud.com.au

This Subscription & Billing Policy should be read together with the REI Cloud Terms of Service and Privacy Policy. By subscribing to or using REI Cloud services, you acknowledge and agree to all applicable policies and terms.