Refund Policy
Last updated: 2 October 2026. This page is in English only.
This policy applies to paid AIEdu plans sold by Customer Experience Insight Pty Ltd trading as WA AI Hub (ABN 61 634 039 759). It forms part of our Terms and Conditions. All prices are in Australian dollars.
1. Your statutory rights are never reduced
Nothing in this policy limits your rights under the Australian Consumer Law (ACL) or any other law that cannot be excluded. Under the ACL you are entitled to a refund if the Service has a major failure (for example, it is substantially unfit for its purpose, cannot be fixed, or a reasonable consumer would not have bought it had they known), and to compensation for other reasonably foreseeable loss. For a minor, fixable failure we may fix it first. These rights apply regardless of the periods below. EU consumers keep any mandatory rights of their country, which this policy is designed to meet or exceed (section 2).
2. 14-day money-back guarantee (first-time subscribers)
- If you change your mind, you may cancel your first Pro or Team subscription within 14 days of your first payment and receive a full refund, for monthly, yearly and Team plans, with no questions asked and no need to give a reason.
- This gives EU consumers at least the 14-day right of withdrawal under the Consumer Rights Directive (2011/83/EU); we do not ask you to waive that right or to acknowledge any loss of it.
- It applies once per customer (and per organisation for Team), so it cannot be used repeatedly to obtain free access. It does not apply to resubscriptions after a prior refund.
3. Renewals
- We email you before each yearly renewal (and before any monthly renewal that follows a price change) so you can cancel in time.
- If you were charged for a renewal and you tell us within 7 days of that charge that you did not mean to renew, we will refund it in full unless you have since used paid features in the new period.
- If you cancel, access continues to the end of the paid period; we do not otherwise refund the unused part of a period, except in the cases in sections 1, 4 and 5.
4. Other situations
| Situation | What we will do |
|---|---|
| Duplicate, incorrect or unauthorised charge | Full refund of the incorrect amount once confirmed. |
| Service unavailable or a paid feature broken for a significant time, or a major failure under the ACL | Refund of the affected period (or the unused part of the paid period if you cancel), or a remedy under the ACL. |
| We end your paid plan other than for your serious breach, or remove a paid feature in a way that materially reduces what you paid for | Pro-rata refund of the unused part of the paid period. |
| We change terms or prices adversely and you do not accept them | You can cancel before the change applies and receive a pro-rata refund of any unused paid period. |
| Team plan: extra seats added mid-period | Seats removed within 14 days of being added are refunded for those seats; otherwise the seat count reduces at renewal. |
| We end your access for your serious or repeated breach of the Terms | No refund of the unused period, except as the ACL requires. |
5. How to ask for a refund
- Email privacy@wahub.ai from your account address (or use “Manage billing”), with the date and amount of the charge.
- We will acknowledge within 2 business days and tell you the outcome within 5 business days.
- Approved refunds are issued by Stripe to the original payment method in the original currency, normally within 5–10 business days (your bank may take longer). We do not charge a refund fee and do not ask you to accept store credit instead.
- GST is refunded with the price. A refund does not delete your account or data; you can delete your account yourself under Account → Your data (see the Privacy Policy).
- Deleting your account cancels your subscription immediately and does not itself trigger a refund. If you are within the 14-day guarantee or otherwise entitled to a refund, ask us first (or at the same time) and we will refund as above.
6. Chargebacks and disputes
Please contact us before disputing a charge with your bank; we are fast and fair, and a refund is usually quicker. You may of course use your card scheme’s dispute rights. If a refund is already issued for the same charge we will tell the bank so you are not paid twice.
7. If you are unhappy with our decision
Ask for a second person to review it by replying to our email. You can also contact Consumer Protection (WA) or the ACCC, your national consumer authority if you are in the EU, or use any right to go to a court or tribunal. See also section 14 of the Terms.
