Refund Policy

Last Updated: May 1, 2024

Introduction

At Australia Cruise Explorer, we strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines the conditions under which we offer refunds for purchases made through our website and the process for requesting a refund.

By making a purchase from Australia Cruise Explorer, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

1. Products and Services Covered

This Refund Policy applies to the following products and services purchased directly from Australia Cruise Explorer:

  • Digital products, including e-books, guides, and downloadable content
  • Online courses and webinars
  • Subscription services to premium content
  • Consultation services

Please note that for cruise bookings, tours, or other travel arrangements made through our affiliate links or partner websites, the refund policies of those specific cruise lines, tour operators, or travel providers will apply. We recommend reviewing the terms and conditions of these third-party providers before completing your booking.

2. Conditions for Refunds

2.1 Digital Products

For digital products (e-books, guides, and downloadable content):

  • Refunds are available within 14 days of purchase if you are not satisfied with the content.
  • To be eligible for a refund, you must provide feedback explaining why the product did not meet your expectations.
  • Refunds will not be provided if we have evidence that the digital product has been downloaded, printed, copied, or extensively used.

2.2 Online Courses and Webinars

For online courses and webinars:

  • Pre-recorded courses: Refunds are available within 14 days of purchase or before completing more than 25% of the course, whichever comes first.
  • Live webinars: Refunds are available up to 48 hours before the scheduled start time.
  • No refunds will be provided after a live webinar has taken place, regardless of whether you attended.
  • For multi-session courses, refunds are only available before the second session begins.

2.3 Subscription Services

For subscription services to premium content:

  • Monthly subscriptions: You can cancel at any time, and no refunds will be provided for the current billing period. Your access will continue until the end of your current billing cycle.
  • Annual subscriptions: Refunds for the unused portion may be available within the first 30 days of the annual subscription period. After 30 days, no partial refunds will be provided for cancellations.
  • Free trial conversions: If you signed up for a paid subscription following a free trial, you may request a refund within 7 days of your first payment if you are not satisfied with the service.

2.4 Consultation Services

For consultation services:

  • Cancellations made more than 48 hours before a scheduled consultation are eligible for a full refund.
  • Cancellations made between 24-48 hours before a scheduled consultation are eligible for a 50% refund or one-time rescheduling without penalty.
  • Cancellations made less than 24 hours before a scheduled consultation are not eligible for a refund.
  • No-shows for scheduled consultations are not eligible for a refund.

3. Refund Processing Timeframes

We aim to process all valid refund requests promptly:

  • Refund requests are typically reviewed within 3-5 business days of receipt.
  • Once approved, refunds will be processed within 5-10 business days.
  • The time it takes for the refund to appear in your account depends on your payment method and financial institution:
    • Credit card refunds typically take 5-10 business days to appear on your statement.
    • PayPal refunds typically take 3-5 business days to process.
    • Bank transfers may take 5-15 business days depending on your financial institution.

4. How to Request a Refund

To request a refund, please follow these steps:

  1. Email us at [email protected] with the subject line "Refund Request"
  2. Include the following information in your request:
    • Your full name
    • Order number or transaction ID
    • Date of purchase
    • Product or service purchased
    • Reason for requesting a refund
    • Any relevant supporting information
  3. Alternatively, you can complete the refund request form on our Contact page, selecting "Refund Request" from the dropdown menu.

We will acknowledge receipt of your refund request within 2 business days and provide an estimated timeframe for resolution.

5. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

  • Credit card purchases will be refunded to the same credit card.
  • PayPal purchases will be refunded to your PayPal account.
  • Bank transfers will be refunded to the originating bank account.

In the event that the original payment method is no longer available or valid, we will contact you to arrange an alternative refund method.

6. Exceptions to the Refund Policy

The following situations are not eligible for refunds:

  • Requests made after the specified refund period has expired
  • Products or services clearly marked as "non-refundable" at the time of purchase
  • Limited-time or special promotional offers marked as "final sale"
  • Cases where we detect fraudulent activity or abuse of our refund policy
  • Dissatisfaction due to technical issues on your end that we cannot verify or replicate
  • Content quality disputes if the product or service delivered matches the description provided at the time of purchase

We reserve the right to refuse a refund request if we determine that it does not comply with our policy or if we suspect abuse of our refund system.

7. Special Circumstances

We recognize that exceptional circumstances may arise. In the following cases, we may consider refund requests outside our standard policy:

  • Technical Issues: If you experience persistent technical problems with our digital products or services that we cannot resolve within a reasonable timeframe, you may be eligible for a refund regardless of the standard refund period.
  • Medical Emergencies: In case of serious medical emergencies that prevent you from using a purchased service (such as a scheduled consultation or webinar), please contact us with appropriate documentation, and we will evaluate your case individually.
  • Service Unavailability: If we are unable to deliver a service as described due to circumstances on our end, we will offer a full refund or an alternative solution of equal or greater value.

These special circumstances will be evaluated on a case-by-case basis, and we may request supporting documentation.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

The policy in effect at the time of your purchase will apply to that transaction. We recommend reviewing our Refund Policy each time you make a purchase.

9. Contact Information

If you have any questions about our Refund Policy, please contact us at:

Australia Cruise Explorer
9 Carlie Cove
Johnsonport GL55 6HT
United Kingdom
Email: [email protected]
Phone: +44 8895 546218

We aim to respond to all inquiries within 2 business days.