Refund & Cancellation Policy
This policy explains how cancellations and refunds work for [Business Name]'s Pigrids subscriptions and tutoring sessions, in addition to your rights under the Australian Consumer Law.
Last updated: August 2026. This document is provided for general information and does not constitute legal advice to you.
What this means
- Cancel a subscription any time — you keep access until the end of the period you've paid for, but we don't refund the unused part for a simple change of mind.
- Billing errors and duplicate charges are refunded in full.
- Tutoring: 24+ hours' notice gets a full credit or refund; less notice or a no-show may incur up to the full fee (waived where the fault is ours, and flexibly for genuine emergencies).
- If we cancel a tutoring session, you get a full refund or a free reschedule — your choice.
- Nothing here limits your Australian Consumer Law rights.
Document version: 1.0
1. Your rights under Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to cancel your contract with us and receive a refund for the unused portion, or to compensation for its reduced value. If a failure is not major, you are entitled to have the problem fixed within a reasonable time, and if it is not, to cancel the contract and obtain a refund for the unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure. Nothing in this policy limits your rights under the Australian Consumer Law.
2. Subscription cancellations
You can cancel a Standard or Premium subscription at any time through the billing portal in your account. Cancellation takes effect at the end of your current billing period, and you keep full access until then. We do not provide a pro-rata refund for the unused portion of a billing period where you cancel simply because you have changed your mind — this is also noted on our pricing page before you subscribe. There are two exceptions: if we terminate your paid subscription without cause, we refund the unused portion of your current billing period pro-rata (see the Terms of Service), and if you switch plan or billing period mid-term, the difference is pro-rated automatically by Stripe.
3. Billing errors & duplicates
If you are charged in error — for example, a duplicate charge or a charge after you cancelled — contact us and we will refund the incorrect amount in full.
4. Subscription refunds for service failure
If you believe the Service has failed to perform as described, email [email protected] with a description of the issue. We will review your claim and respond within 5 business days.
5. Tutoring sessions
If you reschedule or cancel a confirmed tutoring session at least 24 hours before it is scheduled to start, you will receive a full credit toward a future session or a full refund, your choice. If you reschedule or cancel with less than 24 hours' notice, or do not attend, up to the full session fee may be retained, reflecting the tutor's time we have reserved on your behalf and other bookings we have turned away. We will always waive the fee where the late cancellation is caused by us or the tutor, and we may waive it in cases of illness or genuine emergency — contact us and tell us what happened. If we need to cancel a confirmed session, you will receive a full refund or a free reschedule, whichever you prefer.
6. How refunds are paid
Approved refunds are paid to your original payment method via Stripe and typically appear within 5–10 business days, depending on your bank or card provider.
7. Contact
Questions about a charge, cancellation or refund? Contact [Business Name] (ABN [ABN]) at [email protected].