Refund & Cancellation Policy - australianmemoirs.com

Refund & Cancellation Policy – Australian Memoirs™

Last updated: 1 July 2025

This Refund & Cancellation Policy establishes the rights, obligations, and procedures for customers who use the services of Australian Memoirs™, operated by New Quiet Empire Pty Ltd (ABN [Insert ABN]). This comprehensive policy applies to all subscription services, SaaS platform access, digital dashboard software, AI writing assistants, digital content products, premium memoir writing services, and physical products offered through our platform.

Australian Consumer Law Compliance and Your Rights

Statutory Rights Protection: Nothing in this policy limits, excludes, or modifies your rights under the Australian Consumer Law (ACL), the Competition and Consumer Act 2010 (Cth), or any other applicable consumer protection legislation. Your statutory rights include, but are not limited to:

Consumer Guarantees:

Acceptable Quality: All services must be of acceptable quality, free from defects, and suitable for their intended purpose
Fit for Purpose: Services must be reasonably fit for any disclosed purpose and match descriptions provided
Due Care and Skill: Services must be provided with due care and skill using reasonable commercial standards
Reasonable Time: Services must be completed within a reasonable time where no specific timeframe is agreed

Remedial Rights: Where we fail to meet consumer guarantees, you may be entitled to:

Refund: Full or partial refund where the failure is major or cannot be remedied
Replacement or Repair: Alternative service provision or correction of defects
Compensation: Compensation for any reasonably foreseeable loss or damage
Cancellation: Right to cancel the contract and receive a refund

International Users: Users outside Australia may be entitled to additional rights under local consumer protection laws, including GDPR withdrawal rights for EU residents and state consumer protection laws for US residents.

General Refund Framework and Principles

Fair Refund Commitment: Australian Memoirs™ is committed to providing fair, transparent, and customer-focused refund options based on:

Nature of Service: Different refund terms apply to software licenses, digital content, professional services, and physical products
Stage of Delivery: Refund eligibility varies depending on how much of the service has been delivered or consumed
Reason for Request: Different considerations apply to technical issues, service quality problems, or customer preference changes
Compliance Requirements: All refunds processed in accordance with Australian tax law and accounting standards

Refund Processing Standards:

Assessment Timeframe: All refund requests assessed within 5 business days of receipt
Processing Time: Approved refunds processed within 7-10 business days to original payment method
Communication: Clear communication provided throughout the refund process
Documentation: Written confirmation provided for all refund decisions and processing

SaaS Platform and Subscription Services

Memoir Access Subscription ($599 AUD Lifetime License):

Cooling-Off Period (14 Days): You may cancel your lifetime license subscription within 14 days of purchase and receive a full refund if:

No substantial use of the platform has occurred (defined as less than 2 hours of active writing time)
No memoir content has been created, uploaded, or saved to the platform
No AI writing assistant features have been extensively utilized (defined as fewer than 10 AI-generated suggestions used)
No professional services have been booked or commenced

Post-Cooling-Off Period: After the 14-day cooling-off period or following substantial platform use:

No Standard Refunds: Lifetime licenses are generally non-refundable due to the nature of digital service access
Exceptional Circumstances: Refunds may be considered for technical inability to deliver services, breach of consumer guarantees, or other exceptional circumstances
Service Credits: Alternative resolution may include service credits, additional features, or extended support

Monthly and Annual Recurring Subscriptions (If Applicable):

Monthly Subscriptions:

Cancellation Rights: Cancel at any time through account settings or customer support
Billing Cycle: Cancellation takes effect at the end of the current billing period
No Pro-Rata Refunds: No partial refunds for unused time within the current monthly period
Final Access: Continued access to all features until the end of the paid period

Annual Subscriptions:

14-Day Cooling-Off Period: Full refund available within 14 days if no substantial use has occurred
Pro-Rata Refunds: After substantial use, refunds calculated based on unused months remaining
Minimum Charges: Administration fee of $25 AUD may apply for pro-rata refund processing
Service Transfer: Option to transfer remaining subscription value to alternative service offerings

Free Trials and Promotional Offers:

Free Trial Terms:

Trial Duration: 7-day free trial period with full platform access (where offered)
Automatic Billing: Trial converts to paid subscription unless cancelled before trial expiration
Cancellation Window: Must cancel at least 24 hours before trial end to avoid charges
Trial Extensions: One-time trial extensions may be available upon request for technical issues

Promotional Pricing:

Promotional Rates: Special pricing offers subject to specific terms and conditions
Standard Refund Terms: Promotional purchases subject to same refund policies as regular pricing
No Double Discounts: Refunds processed at promotional rate paid, not standard pricing
Time-Limited Offers: Promotional pricing refunds must be requested within promotion period plus 14 days

Digital Content and Downloadable Products

Instant Digital Downloads:

Templates and Writing Prompts:

Pre-Download: Full refund available before download or access if product doesn’t match description
Post-Download: Refunds generally not available once content is accessed due to digital nature
Defective Content: Full refund for content that is corrupted, incomplete, or significantly different from description
Format Issues: Alternative format provision or refund for content that cannot be accessed due to technical limitations

Educational Content and Courses:

7-Day Satisfaction Guarantee: Full refund within 7 days if content doesn’t meet description or quality expectations
Substantial Use Threshold: Refund not available after completing more than 25% of course content
Technical Issues: Full refund or alternative access provision for technical delivery problems
Content Updates: Free updates provided for content improvements and corrections

AI-Generated Content:

Custom AI Outputs: No refunds for AI-generated content specifically created for your memoir project
AI Tool Access: Refunds for AI tool subscription included in platform subscription terms
Quality Issues: Alternative generation or service credits for AI outputs that are significantly below quality standards
Technical Failures: Refund or re-generation for AI services that fail due to technical issues

Premium Professional Memoir Writing Services

Comprehensive Professional Service Terms:

Initial Consultation and Booking:

Booking Deposit: 50% non-refundable deposit required to secure professional writing services
Deposit Purpose: Covers initial consultation time, scheduling, research, and service preparation
Consultation Completion: Deposit becomes non-refundable once initial consultation is completed
Pre-Consultation Cancellation: Partial deposit refund available (deposit minus $150 AUD administration fee) if cancelled before consultation

Service Commencement and Delivery Phases:

Phase 1 – Research and Planning (0-20% completion):

Cancellation Option: 75% refund of remaining balance (after deposit) if cancelled during research phase
Work Product Retention: Access to all research materials and planning documents created
Timeline: Research phase typically 1-2 weeks from consultation completion

Phase 2 – Writing and Development (20-60% completion):

Cancellation Option: 50% refund of remaining balance if cancelled during writing phase
Content Ownership: Full ownership of all memoir content created up to cancellation point
Editing Level: Content provided in current editing state without final polish

Phase 3 – Editing and Finalization (60-100% completion):

No Refunds: No refunds available once editing phase commences due to substantial work completion
Content Delivery: All completed content delivered regardless of cancellation timing
Final Production: Option to complete final production at additional cost if desired

Client Responsibilities and Communication:

Response Requirements:

Communication Timeline: Clients must respond to service communications within 14 days
Material Provision: Required materials and information must be provided within agreed timeframes
Interview Scheduling: Interview sessions must be scheduled and completed within 60 days of service commencement

Service Dormancy Policy:

Dormancy Definition: Service considered dormant after 60 days of client non-response or non-participation
Dormancy Notice: 14-day notice provided before service closure for dormancy
Dormancy Refunds: No refunds for services closed due to client dormancy
Reactivation Option: Service reactivation available within 6 months at 25% additional cost

Quality Assurance and Satisfaction:

Quality Standards: All professional services delivered according to industry professional standards
Revision Rights: Up to 3 rounds of revisions included in professional service packages
Style Concerns: Alternative approaches provided for memoir style or tone concerns
Final Approval: Client approval required before final delivery and service completion

Physical Products and Printing Services

Memoir Book Printing and Publishing:

Pre-Production Phase:

Proof Approval: Final proof must be approved by client before printing commences
Design Revisions: Unlimited design revisions available before final proof approval
Specification Changes: Changes to book specifications available before production with potential cost adjustments
Cancellation Rights: Full refund available before final proof approval and production commencement

Production and Delivery Phase:

No Refunds Post-Production: Once final files are approved and sent to print, refunds cannot be issued
Production Timeline: Standard production time 2-3 weeks after final approval
Shipping Insurance: All shipments insured against loss or damage during transit
International Shipping: Additional terms apply for international delivery and customs

Quality Assurance and Defect Resolution:

Quality Inspection: All books inspected before shipping for printing defects and quality issues
Defect Reporting: Defects must be reported within 14 days of delivery with photographic evidence
Defect Resolution: Damaged or defective books reprinted or replaced at no additional cost
Quality Standards: Books must meet professional printing industry standards for quality and finish

Additional Physical Products:

Photo Books and Albums: Same terms as memoir book printing with 14-day defect reporting period
Custom Binding Services: Final approval required before binding; no refunds after completion
Shipping and Handling: Shipping costs non-refundable except for company shipping errors
Rush Orders: Rush production services non-refundable due to priority processing costs

Refund Request Process and Procedures

Formal Refund Request Requirements: To request a refund, you must provide the following information via email to refunds@australianmemoirs.com.au:

Required Information:

Personal Details: Full name, email address, and phone number associated with the account
Transaction Details: Purchase date, transaction ID, payment method used, and amount paid
Service Details: Specific service or product for which refund is requested
Reason for Request: Detailed explanation of reason for refund request with supporting documentation where applicable
Account Information: Username or account identifier for service access verification

Supporting Documentation: Depending on the refund reason, please include:

Technical Issues: Screenshots, error messages, or technical logs demonstrating problems
Quality Concerns: Specific examples of quality issues with professional services or products
Consumer Law Claims: Evidence supporting claims of breach of consumer guarantees
Defective Products: Photographs clearly showing defects or damage to physical products

Assessment and Processing Timeline:

Initial Assessment (1-3 Business Days):

Acknowledgment: Email acknowledgment of refund request receipt within 24 hours
Initial Review: Preliminary assessment of refund eligibility and documentation requirements
Additional Information: Request for additional information if required for assessment

Detailed Review (3-5 Business Days):

Account Analysis: Review of account usage, service delivery, and transaction history
Policy Application: Application of relevant refund policy terms to specific circumstances
Quality Assessment: Technical or quality review where applicable

Decision Communication (Within 5 Business Days):

Written Decision: Detailed written decision with explanation of outcome
Refund Authorization: Processing authorization and timeline for approved refunds
Alternative Solutions: Alternative resolution options for declined refund requests
Appeal Process: Information about appeal process for disputed decisions

Refund Processing and Payment:

Approved Refund Processing:

Processing Timeline: 7-10 business days from approval to payment method credit
Payment Method: Refunds processed to original payment method used for purchase
Foreign Exchange: International refunds subject to current exchange rates and bank fees
Processing Confirmation: Email confirmation provided when refund processing is completed

Partial Refund Calculations:

Pro-Rata Calculations: Based on unused service period or undelivered service components
Administration Fees: Standard administration fee of $25 AUD for complex refund calculations
Service Credits: Alternative to cash refunds for partial service credits or future use credits
Tax Adjustments: Refund amounts adjusted for applicable taxes and fees where required

Service Modifications or Discontinuation by Company

Company-Initiated Service Changes:

Service Discontinuation: In the event Australian Memoirs™ discontinues a product or service, affected users will be offered:

Full Refund: Refund for unused portion of service or unexpired subscription period
Service Migration: Migration to comparable alternative service of equal or greater value
Extended Access: Extended access period to allow for data export and transition planning
Grandfathered Terms: Continued service under original terms where technically feasible

Significant Service Modifications: For material changes to service features, functionality, or terms:

Advance Notice: 60-day advance notice for significant changes affecting user experience
Grandfathering Options: Option to maintain current service terms where technically possible
Migration Assistance: Support and assistance for transitioning to modified service terms
Cancellation Rights: Right to cancel with refund for unused service period within 30 days of change notice

Technical Service Issues:

Extended Outages: Service credits or refunds for extended service unavailability (>48 hours)
Data Loss: Full refund and data recovery services for company-caused data loss
Security Breaches: Additional protections and potential compensation for security incidents affecting user data
Performance Issues: Service credits or alternative resolution for persistent performance problems

Refund Exclusions and Limitations

Non-Refundable Circumstances: Refunds will not be issued in the following circumstances:

User-Related Exclusions:

Change of Mind: Simple change of mind without service quality or delivery issues
User Error: Incorrect purchases due to user error where service matches description
Compatibility Issues: Issues arising from user device or system incompatibility clearly disclosed
External Factors: Problems caused by internet connectivity, third-party services, or user technical environment

Violation-Related Exclusions:

Terms Violation: Account termination due to violation of Terms of Service or End User License Agreement
Fraudulent Activity: Fraudulent payment methods, chargebacks, or payment disputes
Abuse of Service: Inappropriate use of platform features or abuse of support services
Legal Violations: Use of services for illegal purposes or violation of applicable laws

Service-Specific Exclusions:

Consumed Digital Products: Digital content that has been downloaded, accessed, or substantially used
Professional Services Post-Commencement: Professional services where work has begun and content created
Custom Work: Personalized or custom-created content specifically for individual users
Third-Party Services: Issues with integrated third-party services beyond our direct control

Timing Limitations:

Request Timeframe: Refund requests must be made within 90 days of service delivery or issue occurrence
Account Closure: Refund requests not accepted after voluntary account closure
Service Expiration: No refunds for expired trial periods or subscription lapses due to non-payment
Legal Limitations: Claims time-barred under applicable limitation periods

Chargeback and Payment Dispute Policy

Chargeback Management: If you initiate a chargeback or payment dispute through your financial institution:

Immediate Account Actions:

Service Suspension: Immediate suspension of account access pending dispute resolution
Content Preservation: User content preserved during dispute period for potential account restoration
Communication Restriction: Limited customer service access during active dispute period

Dispute Resolution Process:

Documentation Provision: Comprehensive documentation provided to financial institutions for dispute resolution
Direct Communication: Encouragement of direct communication to resolve issues before chargeback initiation
Fair Resolution: Commitment to fair resolution based on service delivery and policy terms
Account Restoration: Full account restoration upon successful dispute resolution in our favor

Chargeback Consequences:

Administrative Fees: Chargeback processing fees charged to customer account where chargeback is unsuccessful
Account Termination: Permanent account termination for fraudulent or abusive chargeback activity
Service Restrictions: Future service restrictions for accounts with chargeback history
Legal Action: Potential legal action for fraudulent payment disputes or significant financial impact

International Customer Considerations

Currency and Exchange Rate Policy:

Base Currency: All prices quoted in Australian Dollars (AUD) unless otherwise specified
Exchange Rate Variations: Refunds subject to exchange rate fluctuations between purchase and refund dates
Foreign Transaction Fees: Customer responsible for bank or credit card foreign transaction fees
Local Taxes: Refunds calculated based on net amount received after applicable taxes and fees

International Consumer Rights:

Local Law Compliance: International customers entitled to rights under local consumer protection laws
GDPR Rights: EU customers entitled to specific withdrawal and refund rights under GDPR
State Law Rights: US customers entitled to state-specific consumer protection rights where applicable
Conflict Resolution: Australian law governs unless local law provides superior consumer protections

Appeals and Dispute Resolution

Internal Appeals Process: If you disagree with a refund decision, you may request an appeal:

Appeal Requirements:

Written Appeal: Formal written appeal submitted within 14 days of original decision
New Information: Appeals must include new information or circumstances not considered in original decision
Senior Review: Appeals reviewed by senior management team independent of original decision maker
Final Decision: Appeal decision is final for internal company review process

External Dispute Resolution:

Consumer Affairs: State and territory consumer affairs agencies for consumer dispute mediation
Industry Ombudsman: Relevant industry ombudsman services for unresolved disputes
Small Claims Court: Small claims court proceedings for disputes under jurisdictional limits
Legal Action: Right to pursue legal action for disputes involving significant amounts or complex legal issues

Contact Information and Support

Refund and Cancellation Inquiries: Primary Contact: Email: refunds@australianmemoirs.com.au Subject Line Format: “Refund Request – [Service Type] – [Your Name]”

Alternative Contacts:

General Support: enquiries@australianmemoirs.com.au
Technical Issues: technical-support@australianmemoirs.com.au
Professional Services: professional-services@australianmemoirs.com.au

Customer Service Hours:

Email Support: Responses within 24 hours during business days
Phone Support: Available via email appointment during AEST business hours
Emergency Issues: Priority support for urgent technical or service issues

Postal Address: Australian Memoirs™ New Quiet Empire Pty Ltd PO Box 387 Morayfield, QLD 4506 Australia

Business Information:

ABN: [Insert ABN]
Business Registration: Queensland, Australia
Customer Service Standards: Commitment to fair, timely, and professional service resolution

Policy Updates and Modifications

Amendment Process: This Refund & Cancellation Policy may be updated to reflect:

Changes in service offerings or business model
Updates to applicable consumer protection laws
Improvements in customer service processes
User feedback and industry best practices

Notification of Changes:

Advance Notice: 30-day notice for material changes affecting refund rights
Website Publication: Updated policy published on website with version date
Email Notification: Direct email notification to active subscribers for significant changes
Grandfathering: Existing transactions governed by policy terms in effect at time of purchase

Version Control:

Version History: Previous policy versions available upon request
Effective Date: Policy changes effective from published date unless otherwise specified
Transition Period: Reasonable transition period for policy changes affecting existing customers

Acknowledgment and Agreement

By purchasing any product or service from Australian Memoirs™, you acknowledge that you have read, understood, and agree to be bound by this Refund & Cancellation Policy. This policy forms an integral part of your service agreement with New Quiet Empire Pty Ltd.

Consumer Rights Reminder: This policy supplements, but does not replace, your statutory rights under Australian Consumer Law and other applicable consumer protection legislation.

Fair Trading Commitment: Australian Memoirs™ is committed to fair trading practices and transparent customer service in accordance with Australian business standards and ethical practices.

Last Updated: 2 July 2025 Policy Version: 2.1 Next Review Date: December 2025