This Refund Policy applies to purchases made through www.aicuitymedia.com (herewith referred to as the "Service"), operated by AICUITY MEDIA PTY LTD ACN 699 329 621 (herewith referred to as "we," "us," "our"). It should be read together with our Terms and Conditions, Privacy Policy and other supporting documents available on our website.
1. Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our Service comes with guarantees that cannot be excluded, including that it will be provided with due care and skill and be fit for the purpose for which it was sold. If the Service fails to meet a consumer guarantee, you may be entitled to a refund, re-supply, or other remedy, regardless of what this policy states.
This policy sets out our approach for refund requests that fall outside those statutory guarantees.
2. Subscription Fees and Cancellation
Subscriptions are billed in advance on a monthly, quarterly or annual basis and renew automatically unless cancelled before the next renewal date. Cancelling your subscription stops future billing but does not automatically entitle you to a refund for the current billing period. You will retain access to the Service until the end of the period you have already paid for.
We do not generally provide a pro-rata refund for unused time in a paid period. This does not affect any remedy required by law, including a remedy for a failure to meet a consumer guarantee.
3. Change of Mind
We do not offer refunds for change of mind as the Service generates content on demand using your Inputs, and Output is typically delivered to you promptly, we are generally unable to "return" what has already been provided.
4. Billing Errors and Service Faults
We will investigate requests involving a duplicate charge, incorrect charge, unauthorised charge, a technical fault on our side that prevented access to the paid Service, or a feature that materially did not work as described. Depending on the circumstances, an appropriate outcome may include correction, re-supply, account credit, cancellation, refund or another remedy required by law.
We will not substitute account credit for a refund or other remedy that the law requires unless you agree. Any refund, credit or re-supply will be assessed on the facts of the request and does not prevent either party from exercising rights available under law.
You may be entitled to a refund or credit where:
- You were charged for a subscription or feature that did not work as described due to an error on our part
- A technical fault on our end prevented you from accessing the Service or receiving Output you paid for
- You were charged in error (e.g., duplicate charge, incorrect amount)
To request a refund on these grounds, contact us within 14 days of the charge with details of the issue. We will investigate and respond within a reasonable timeframe and will not impose an internal request deadline that limits the right or remedy you have under law. We will not require you to accept account credit instead of an ACL remedy where you are entitled to another remedy under the ACL.
5. How to Request a Refund
To request a refund, contact us using the details in Section 8, including:
- Your account email
- The transaction date and amount
- The reason for your request
We aim to respond to refund requests within 5-10 business days. If more time is required, we will tell you why and provide an updated timeframe.
6. Approved Refunds
Where a refund is approved, it will be processed to the original payment method used, generally within 10 business days, subject to processing times of your bank or card provider.
7. Changes to This Policy
We may update this policy. The current version will display its version number and effective date. Changes will not remove rights that already apply to a purchase made before the change took effect. A prior version may be requested by contacting us.
Contact Us
AICUITY MEDIA PTY LTD (ACN 699 329 621)
Website: www.aicuitymedia.com
Email: support@aicuitymedia.com