Doc. L-004 · LegalDRAFT — NOT YET REVIEWED BY AN AUSTRALIAN LAWYER
Refunds and Cancellation
WHAT CHANGED IN THIS VERSION
- First published version for Australia (v1.0). Our 14-day refund is our own promise and survives the download; Australian law gives no change-of-mind refund for an online purchase, and the consumer guarantees apply whatever our promise says.
EVERY CLAUSE HAS A PLAIN-ENGLISH NOTE — HOVER OR FOCUS TO READ IT →
1 Our promise, and your guarantees
1.1Every purchase can be refunded within 14 days of the order — no questions, no forms, one email to help@clausebook.dk.
What this meansWe mean the ‘no questions’ part. ‘It wasn’t what I needed’ is a complete sentence.
1.2This applies even after you have downloaded the document, and it is our own promise: when you buy online and simply change your mind, Australian law gives you no automatic right to a refund. What the law does give you — the consumer guarantees — is in clause 1.3, and our promise takes nothing away from it.
What this meansBy law we could refuse a change-of-mind refund. We think that is a bad way to sell trust.
1.3Your consumer guarantees, in the words the Competition and Consumer Regulations 2010 (Cth) prescribe for services (regulation 90(3)): ‘Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract’. These rights do not end after 14 days, and no term of ours can take them away (Australian Consumer Law, sections 60–64 and 267–269).
What this meansOur promise is the easy route; the guarantees are the floor under it, and no contract can lower it.
2 How refunds and cancelling work
2.1Refunds go back to the card or wallet you paid with, within 5 business days of your request, and you never pay a fee for a refund.
What this meansYour bank may then take its usual few days to show it.
2.2When an order is refunded, its link to the document stops working, and so does the pass it opened.
What this meansFair’s fair: the refund undoes the purchase, both ways.
2.3How to ask: reply to your confirmation email, write to help@clausebook.dk, or use the contact form with the topic ‘Refund or cancellation’. Your order number helps us find the purchase faster, and we confirm that we have your message.
What this meansAll we need is to know which order. The order number just saves time.
2.4Ending the subscription is different from getting your money back. The cancellation page at clausebook.co/au/cancel, linked at the foot of every page, stops the subscription that follows the pass: enter the order number and the email on your receipt. Your pass runs to its end, nothing is charged after it, and we confirm by email straight away. To get your money back, use clause 2.3.
What this meansTwo kinds of ‘cancel’: one stops what comes next, the other undoes what you paid for.
3 The one limit
3.1The refund promise in clause 1.1 is voluntary, and it may be withdrawn from someone who repeatedly buys, downloads and asks for a refund. The consumer guarantees in clause 1.3 are never affected.
What this meansThe clause that keeps the generous promise possible for everyone else.
QUESTIONS? HELP@CLAUSEBOOK.DK — A HUMAN ANSWERS WITHIN ONE BUSINESS DAY.
YOUR PERSONAL INFORMATION: PRIVACY@CLAUSEBOOK.DK · EARLIER VERSIONS AVAILABLE ON REQUEST.
YOUR PERSONAL INFORMATION: PRIVACY@CLAUSEBOOK.DK · EARLIER VERSIONS AVAILABLE ON REQUEST.