Last updated: 28 April 2026
For billing disputes or questions: admin@bedrok.com.au
1. Parties, Service Nature & No-Refund Policy
1.1 Contracting Party
Services under this Policy are provided to Australian Clients by Bedrok Services Pty Ltd (ABN 19 697 470 661), a company incorporated in Australia (“Bedrok Services”, “we”, “us”, or “our”).
Bedrok Services is the client-facing contracting entity responsible for sales, onboarding, billing, customer support, and compliance within Australia.
Bedrok Services acts as a reseller and contractual intermediary for services fulfilled using proprietary systems, infrastructure, and intellectual property owned and operated by Bedrok Media LLC, a United States company (“Bedrok Media”).
Bedrok Media is not a party to this Policy and has no direct contractual relationship with Clients. All contractual obligations under this Policy are owed solely by Bedrok Services.
1.2 Backend Service Provider
All advertising, media buying, campaign execution, lead generation systems, call routing infrastructure, AI systems, and technical platform operations are performed by Bedrok Media using its proprietary technology and infrastructure.
Bedrok Services does not itself perform advertising, media buying, campaign execution, or platform operation. References in this Policy to “our service” or “the service” refer to services facilitated, administered, and resold by Bedrok Services using Bedrok Media systems.
1.3 Nature of Service
The services are performance-based digital marketing and lead-generation services involving the real-time generation and delivery of inbound phone calls (“Calls”) and, in some cases, additional inbound enquiries.
Calls and enquiries are generated through third-party advertising platforms, user interactions, and automated systems, and are delivered in real time to Clients. These are collectively referred to as “Leads” for the purposes of this Policy.
No guarantee is made as to lead volume, call volume, conversion rates, revenue, profitability, or return on investment.
1.4 Instant Delivery & Final Sale
Because Leads are delivered in real time and cannot be recalled, reversed, resold, or reused once delivered, all charges are final and non-refundable upon successful delivery, except where required under clause 1.6 (Australian Consumer Law).
1.5 Good-Faith Resolution
While monetary refunds are not offered due to the nature of the service, Bedrok Services maintains a structured dispute resolution process, including lead replacement or account credits, as outlined in this Policy.
1.6 Payment Processor Rights
Nothing in this Policy limits a Client’s rights under applicable payment processor rules, card network rules, or applicable law.
1.7 Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) (“ACL”).
Nothing in this Policy excludes, restricts, or modifies any guarantee, right, or remedy that you have under the ACL or any other law that cannot lawfully be excluded.
Where our services fail to meet a consumer guarantee under the ACL, you may be entitled to a refund, replacement, or compensation for reasonably foreseeable loss or damage, in addition to the remedies set out in this Policy.
2. Definitions
Billable Call: An inbound phone call that meets the qualification criteria defined in the Client Services Agreement (“CSA”), including but not limited to a minimum call duration (e.g., 90 seconds or more).
Qualified Lead: A Billable Call that meets the agreed technical, routing, and qualification requirements at the time of delivery.
Non-Billable Call: A call that fails to meet qualification thresholds due to verifiable technical errors, disconnected numbers, or confirmed automated spam.
Instant Delivery: The moment a Call is successfully connected to the Client’s designated phone number or, where applicable, the moment an inbound enquiry is successfully delivered to the Client’s system or CRM.
3. Dispute Submission Process
3.1 Dispute Window
All billing disputes must be submitted within seventy-two (72) hours of Lead delivery. Disputes submitted after this period will not be considered, except where a longer period is required under the ACL or other applicable law.
3.2 Submission Method
Disputes must be submitted in writing to admin@bedrok.com.au and must include:
- Date and time of the call
- Reason for the dispute
- Any relevant supporting details
3.3 Valid Dispute Criteria
Disputes are eligible for review only if the call involves:
- Disconnected or unreachable numbers
- Verified automated or robocall spam
- A material technical failure preventing call completion
3.4 Invalid Dispute Reasons
The following do not constitute valid grounds for dispute:
- Caller intent, seriousness, or purchasing readiness
- Failure of a call to convert into a sale
- General dissatisfaction with lead quality beyond CSA criteria
- Calls missed, unanswered, or mishandled by the Client
- Calls delivered according to agreed routing and configuration settings
3.5 Evidentiary Standard
Call recordings, routing logs, and AI-generated transcripts, retained for up to twelve (12) months, constitute the authoritative record for dispute resolution.
3.6 Call Recording & Consent
By using the service, Clients acknowledge and consent to call recording and automated transcription by Bedrok Services and Bedrok Media LLC for quality assurance, qualification verification, and dispute resolution purposes.
Australian listening device and surveillance laws vary by state and territory, and in several jurisdictions the consent of all parties to a private conversation is required before recording. The Client is responsible for ensuring that any recording occurring on the Client’s own receiving line (including via the Client’s IVR, telephony provider, or CRM) complies with all applicable Commonwealth, state, and territory laws, including obtaining any required notices or consents from callers. Bedrok Services warrants that recording performed on the originating leg of the Call by our platform complies with applicable law at the point of capture.
4. Resolution Methods (No Cash Refunds)
4.1 Lead Replacement
Approved disputes will be resolved through replacement with a comparable qualified lead at no additional cost, where reasonably available.
4.2 Account Credits
If a replacement lead cannot be provided promptly, a service credit (“Call Credit”) will be applied to the Client’s account for future use.
4.3 No Monetary Refunds
Except where required under the ACL or other applicable law, cash, card, or bank refunds are not issued for services that have been delivered.
5. Cancellation & Termination
5.1 Client Cancellation
Clients may cancel services at any time by providing written notice to admin@bedrok.com.au.
5.2 Final Charges
All Billable Calls delivered prior to the effective time of cancellation remain payable and non-refundable, subject to clause 1.6.
5.3 Termination for Abuse
Bedrok Services reserves the right to suspend or terminate accounts that exhibit excessive disputes, abuse of the dispute process, or disproportionate chargeback activity.
6. Chargeback Policy
6.1 Internal Resolution First
Clients agree to contact Bedrok Services directly to attempt resolution of any billing concerns before initiating a chargeback with their card issuer or payment processor. This clause does not limit any right you have under the ACL, the ePayments Code, or the rules of your card issuer or payment processor.
6.2 Chargeback Consequences
Initiating a chargeback without first contacting Bedrok Services for resolution may result in account suspension, termination, or loss of access to services.
6.3 Payment Processing
Payments are processed through third-party payment processors (including Stripe). Clients acknowledge that excessive chargebacks may result in processor-imposed restrictions or account termination.
7. Governing Law & Jurisdiction
This Refund, Credit & Dispute Policy is governed by the laws of the State of Queensland, Australia, and the Commonwealth of Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland and the courts competent to hear appeals from them.
8. Contact
Bedrok Services, ABN: 19 697 470 661, Registered office: Level 10, 387 George Street, Sydney, NSW, 2000, Australia, Email: admin (@) bedrok.com.au