Refund Policy

Who this applies to

This policy applies to every paid plan sold by Customer Experience Insight Pty Ltd (ABN 61 634 039 759), trading as WA AI Hub, on translate-easy.com: Decoder Plus, Individual Educator and School licence. It forms part of our Terms of Use. All amounts are in Australian dollars.

1. Free trials

Individual Educator and School licence plans include a 14-day free trial, once per account. You are not charged during the trial. Cancel from your account page before the trial ends and nothing is charged. We email you before the trial converts to a paid plan. Decoder Plus has no trial.

2. 14-day refund on your first payment

If you ask within 14 days of the first payment you make for a plan, we will refund it in full, including GST. You don't have to give a reason, and the refund applies even if you have used the service. A refund ends the plan: your access stops when we process it, and your account, saved terms and lesson plans stay unless you delete them.

3. Renewals

Paid plans renew automatically until you cancel. A reminder is sent before a yearly renewal. If a yearly plan renews and you didn't want it to, ask within 7 days of the charge and we will refund it in full. For monthly plans, cancel before the next renewal to avoid the next charge; we don't refund an earlier monthly renewal unless section 5 or the law applies.

4. Cancelling

You can cancel at any time from your account page. Cancelling stops future charges and you keep access until the end of the period you have paid for. Outside the windows above, we don't give a refund for the unused part of a period you chose to cancel, except where the law requires it (section 5) or where we end your plan or withdraw a paid feature (see our Terms). Deleting your account cancels any subscription straight away; a refund then depends on this policy, not on the deletion.

5. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. This policy does not limit them. In particular:

• Major failure. If the service has a major failure, for example it is substantially unfit for its common purpose, isn't what we described, or can't be fixed within a reasonable time, you can cancel and get a refund for the unused part, or keep the service and be compensated for the drop in its value.
• Other problems. If a problem isn't major, we will fix it in a reasonable time. If we don't, you can cancel and receive a refund for the unused part.
• Compensation. You may also be entitled to compensation for other reasonably foreseeable loss or damage caused by the failure.
• You don't need to give a reason to ask for a refund under sections 2 and 3, and a change of mind is not a reason we will refuse a request made within those windows.

6. Wrong, duplicate or unauthorised charges

If you were charged twice, charged the wrong amount, charged after you cancelled in time, or didn't authorise a charge, tell us. We will investigate promptly and refund the amount in error in full. Please contact us first rather than starting a card dispute, as we can usually fix it faster, but you can always dispute a charge with your card issuer.

7. School and invoice customers

Sections 2, 3 and 5 apply to a School licence however it is paid. If we issue an invoice and you cancel within 14 days of the first invoice being paid, we refund it in full. An unpaid invoice that you cancel within 14 days of issue is cancelled without charge. Where a school purchase order sets other refund terms, the order of precedence will be agreed in writing before you pay.

8. Consumers in the European Union: right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day the contract is concluded (the day you start a paid plan, or, for a plan that starts with a free trial, the day the first payment is taken). To exercise the right, tell us clearly, for example through our contact page, or by using the model form below. You can send the message any time before the period ends.

We will reimburse all payments we have received from you, without undue delay and within 14 days of being told you wish to withdraw, using the same payment method you used. Because section 2 gives a full refund within 14 days, we do not deduct anything for the days you have used the service.

Model withdrawal form (optional)

To Customer Experience Insight Pty Ltd, trading as WA AI Hub (contact through translate-easy.com/contact): I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following service: [plan name], ordered on [date], name of consumer(s), address of consumer(s) (only if sent on paper), signature of consumer(s) (only if sent on paper), date.

9. How to ask, and how refunds are paid

Ask through our contact page, giving the email on your account and the plan. We reply within 5 business days and process an approved refund within 5 business days. Refunds go back to the original payment method through our payment processor and usually appear within 5 to 10 business days, depending on your bank. GST on a refunded amount is refunded with it, and we issue an adjusted tax invoice or credit note on request. We can't refund to a different card or account.

If you aren't satisfied with our answer, see “Complaints and disputes” in our Terms.

10. Changes

We may change this policy for future purchases. A change doesn't reduce what you were promised when you bought, and it doesn't reduce your legal rights.