Refund & Cancellation Policy

Effective Date: 15/08/2025

1. Purpose

This policy outlines the terms under which Brainbeans Pty Ltd will provide refunds or credits for tutoring services, subscription packages, and per-class bookings. It is designed to comply with the Australian Consumer Law (ACL) and to ensure fairness for both clients and the business.

2. Subscription Packages

2.1 Free Packages

Free packages are non-refundable as no payment has been made. Users may cancel their account at any time.

2.2 Paid Packages (Silver, Gold)

We offer a 30-day money-back guarantee for paid subscription packages, subject to the following conditions:

  • Refund requests must be made within 30 days of purchase
  • User must not have completed more than 50% of available tests
  • No evidence of abuse or violation of terms
  • Refunds processed to original payment method within 7-10 business days

2.3 Non-Refundable Scenarios

  • After 30 days from purchase date
  • If more than 50% of tests have been completed
  • For promotional or discounted packages (unless required by ACL)
  • If account has been terminated for policy violations

3. One-on-One Tutoring Sessions

Cancellation Policy:

  • More than 24 hours notice: Full refund or credit
  • 12-24 hours notice: 50% refund or credit
  • Less than 12 hours or no-show: No refund

Emergency Exceptions: We may waive cancellation fees for genuine emergencies (medical, family) with documentation.

4. Technical Issues

If you experience technical problems preventing access to our services, we will investigate and may provide:

  • Account credit for downtime
  • Extension of subscription period
  • Full or partial refund if issue cannot be resolved

5. How to Request a Refund

Step 1: Email us at info@brainbeans.com.au with your account details and reason for refund

Step 2: Provide order number and date of purchase

Step 3: We will respond within 2 business days

Step 4: If approved, refunds are processed within 7-10 business days

Australian Consumer Law Rights

Nothing in this policy limits your rights under the Australian Consumer Law. If our services fail to meet consumer guarantees, you may be entitled to a remedy regardless of this policy. For more information, visit www.accc.gov.au

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