Refund policy

A clear route when a purchase has not worked as promised.

Last updated: 29 August 2026

Your statutory rights

Our products and services come with consumer guarantees that cannot be excluded where the Australian Consumer Law or another applicable law applies. This policy does not limit those rights. The available remedy depends on the problem and may include correction, replacement, cancellation or a full or partial refund.

Before access or campaign activation

If you bought the wrong learning offer or need to cancel an unused readiness campaign, contact us promptly. We will check whether course access, an All Access entitlement, readiness seats or campaign services have been used and confirm the available cancellation or refund.

Faults and non-delivery

If paid access is not delivered, is materially different from the offer, or has a material fault, tell us what happened and include the purchase email and receipt or invoice reference. We will investigate, restore the service where appropriate and provide the remedy required by law.

How to request a refund

Email support@theai.institute with the purchaser name, purchase email, product, payment date, receipt or invoice reference and reason for the request. Do not send card details. We will acknowledge the request, verify it against the payment and access records, and confirm the decision and timing in writing.

Access after a refund

A full refund normally removes the associated course, All Access or readiness entitlement. We keep the minimum transaction and decision record needed for accounting, fraud prevention, dispute handling and legal obligations.

Chargebacks

Please contact us first so we can investigate quickly. This does not prevent you from using rights available through your card provider or applicable law.