Effective 12 April 2026
Refund Policy
This policy explains how refunds work for evaluation credits purchased on IELTS Mate. Your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) are not limited by this policy.
1. Consumer guarantees (Australian Consumer Law)
Our evaluation credits are a digital service supplied under Australian Consumer Law. That law gives you guarantees that the service will be:
- of acceptable quality,
- fit for the purpose it is supplied for, and
- as described.
If the service has a major failure — meaning it does not meet one of those guarantees — you are entitled to a remedy. Nothing in this policy overrides those statutory rights.
2. Automatic credit refund on AI failure
If an essay evaluation fails due to an AI or system error, the credit deducted for that submission is automatically returned to your account balance. You do not need to contact us — the refund is applied immediately and will appear in your billing activity.
3. Requesting a refund
For any other refund request — including service outages, billing errors, or a product that does not meet the consumer guarantees described above — email us at [email protected] with:
- the email address on your account,
- the date of purchase, and
- a brief description of the issue.
We aim to respond within 5 business days. Approved refunds are issued to the original payment method via Stripe and typically appear within 5–10 business days.
4. What we do not refund
We do not offer refunds in the following circumstances (except where required by law):
- Credits that have already been successfully used for evaluations.
- Change of mind after purchase where the service has performed as described and met the consumer guarantees.
- Dissatisfaction with an individual AI evaluation result, where the service functioned correctly and delivered a result (AI feedback is inherently probabilistic and variable — see our Terms of use).
5. Contact
For refund requests or billing questions, contact us at [email protected].