Effective: 1 October 2026 · Version: 2026-10-01.5
This is the refund policy of Customer Experience Insight Pty Ltd (ABN 61 634 039 759) trading as WA AI Hub for the Service. It forms part of our Terms of Service. Nothing in it limits any right you have under the Australian Consumer Law or any other law that cannot be excluded.
1. In short
- The Free plan costs nothing, so there is nothing to refund.
- You can cancel a paid plan at any time, online, in two clicks. You keep your plan until the end of the period you paid for.
- You can ask for a refund within 14 days of your first payment for a paid plan, for any reason. We refund what you paid, less a fair amount for the credits you used (section 3).
- If the Service has a fault or doesn't do what we said, you have rights to a repair, refund or compensation under the law, whenever the fault appears (section 4).
- If we charged you wrongly, we refund the error in full (section 5).
2. Cancelling a paid plan
2.1 Cancel from "Manage" on the pricing page or in your billing settings. You don't need to contact us or give a reason.
2.2 Cancellation stops the next renewal. Your plan and credits continue until the end of the billing period you have already paid for, then your account returns to the Free plan. We don't charge a cancellation fee.
2.3 Auto-renewal. Paid plans renew automatically each month or year at the price shown when you subscribed (or the new price, if we gave you at least 30 days' notice of a change under Terms clause 4.6). To avoid a renewal, cancel before the renewal date shown in your billing settings.
2.4 We don't refund the unused part of a period you chose to pay for just because you cancel part-way through, except as set out in this policy or where the law requires it.
2.5 Changing plans. If you upgrade, the difference for the rest of the period is calculated pro rata and charged straight away, and your credit balance is topped up by the difference in allowance. If you downgrade, the lower price applies from your next renewal, and your credit balance is capped at the new allowance when the change takes effect.
3. 14-day refund (cooling-off)
3.1 Who and when. This applies to your first payment for a paid plan (monthly or annual) on an account. Email privacy@wahub.ai within 14 days of that payment. It applies whether you are an individual or a business, and wherever you are.
3.2 What we refund. We refund the amount you paid, less a charge for the credits you used since your paid plan started:
- Charge for use = (credits you used ÷ the credits in one month's allowance for your plan) × the monthly price of your plan, capped at that monthly price.
- Credits you used before you upgraded from the Free plan don't count.
- Because the charge is capped at one month's price, an annual plan refund is the annual price less at most one month's price.
Example: you pay the Pro monthly price of A$25, use 100 of your 400 credits, and ask for a refund in week one. The charge for use is 100 ÷ 400 × A$25 = A$6.25. You receive A$18.75. If you use none, you receive A$25. If you used all 400 credits, we refund nothing under this clause.
3.3 Effect. On refund your paid plan ends and your account returns to the Free plan. Your library and documents remain available subject to the Free plan's limits.
3.4 Once only. This is a one-time courtesy for each account. It is in addition to your rights under section 4, and it doesn't limit them.
4. Faults and your rights under the Australian Consumer Law
4.1 Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). They include that services are provided with due care and skill, are fit for a purpose you told us about, and are supplied within a reasonable time.
4.2 Major failure. If the Service has a major failure, you can cancel and receive a refund for the unused portion, or keep the service and be compensated for its reduced value. A failure is major if, for example, a reasonable consumer would not have bought the service had they known about it, or the service is substantially unfit for its common purpose and can't easily be fixed.
4.3 Other failures. If a failure is not major, you can ask us to fix it within a reasonable time. If we don't, you can cancel and receive a refund for the unused portion.
4.4 You are also entitled to compensation for other reasonably foreseeable loss or damage caused by the failure.
4.5 If you are a business. If you are not buying the Service for personal, domestic or household use, our liability for a failure to meet a consumer guarantee may be limited to supplying the service again or paying the cost of having it supplied again, where the law allows (Terms clause 10.3(a)). Sections 2, 3 and 5 still apply to you.
4.6 What isn't a fault. AI output can be inaccurate, incomplete or biased. That is explained in the AI Disclaimer and is not by itself a failure of the Service. If output is harmful, unusable because of a technical problem, or the Service didn't work as described, tell us.
4.7 Change of mind. Outside section 3, we are not required to refund a purchase just because you changed your mind, and we say so plainly. We will consider reasonable requests case by case.
5. Credits, errors and billing mistakes
5.1 Credits for failed actions. If a generation, upload read or commit fails, or our automatic checks reject the result, you aren't charged, or the credits are returned to your balance (Terms clause 4.2). If you think credits were taken wrongly, email us and we'll review and correct them.
5.2 Wrong or duplicate charges. If we charge you the wrong amount, charge twice, or charge after a valid cancellation, we refund the error in full, including GST.
5.3 Unused credits. Paid-plan credits refill to your allowance every 30 days (Free credits are a one-time grant), and credits have no cash value, and aren't refunded or exchanged.
5.4 If we end or change the Service. If we stop providing the Service, or materially reduce what you paid for during a paid period, we refund the unused portion of what you prepaid (Terms clauses 3.3, 12.3 and 13.2).
5.5 Failed payments. If a payment fails, our payment processor retries it. If the subscription then ends unpaid, your account returns to the Free plan (Terms clause 4.8). You aren't charged for the failed period.
6. How to ask for a refund
6.1 Email privacy@wahub.ai from your account email address, or write to PO Box 8400, South Perth WA 6151. Tell us your account email, the date of the payment, and what you are asking for. You don't need to give a reason for a cooling-off refund.
6.2 A person will review your request. We acknowledge it within 5 business days and tell you our decision, with reasons if we refuse, within 10 business days. If we need more information we will ask once.
6.3 When you receive the money. We refund to the original payment method through our payment processor. Banks usually take 5 to 10 business days to show it. We can't speed up your bank.
6.4 Tax. Refunds include the GST you paid. We give you a tax invoice for any payment on request, and a matching adjustment note for a refund.
6.5 Chargebacks. Please contact us before disputing a payment with your bank. If a payment really is unauthorised, tell your bank and us straight away.
7. If you are outside Australia
The Service is offered to customers in Australia, in Australian dollars. If you live elsewhere and your local consumer law gives you rights that can't be excluded, for example a statutory right to withdraw from an online purchase, those rights are not affected by this policy. Email us and we will honour them.
8. Complaints
If you are unhappy with our decision, email privacy@wahub.ai and ask for it to be reviewed by a different person where we can. You can also contact the Western Australian Department of Mines, Industry Regulation and Safety (Consumer Protection), the Australian Competition and Consumer Commission, or your State or Territory consumer agency. Our dispute process is in Terms clause 14.
9. Changes
We may update this policy. A change that is materially adverse to you takes effect for you only after at least 30 days' notice, and a refund request is always decided under the policy in force when you made the payment.
10. Contact
Customer Experience Insight Pty Ltd · ABN 61 634 039 759 · trading as WA AI Hub PO Box 8400, South Perth WA 6151 privacy@wahub.ai