Veracue Refund Policy

1. Your rights under the Australian Consumer Law

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, the Services must:

• be provided with due care and skill;
• be reasonably fit for the purpose we describe; and
• match the description we give of them.

If we fail to meet a consumer guarantee, you are entitled to a remedy — which, depending on whether the failure is major or minor, may include a refund, a re-supply of the Services, or compensation for reasonably foreseeable loss.

• For a major failure (for example, the Services are substantially unfit for their described purpose and can't easily be fixed), you may choose to cancel and seek a refund, or keep the Services and seek compensation for any drop in value.
• For a minor failure that we can fix, we may choose to resupply or fix the Services within a reasonable time rather than provide a refund.

These rights apply regardless of anything else in this policy, and nothing below limits them in any way.

2. Change-of-mind purchases

Beyond your rights under the Australian Consumer Law, we do not provide refunds for change of mind. This applies to:

• Subscriptions (Pro and Premium) — including your first payment and all renewals. You can cancel at any time to stop future charges (you keep full access until the end of the period you have already paid for), so no billing period ever renews that you could not have cancelled.
• Interview Sprint (one-time purchase) — including where you have not used the practice questions. The Interview Sprint plan grants immediate access to its full block of practice questions for its full period from the moment of purchase.
• Unused practice questions or access on any plan. Choosing not to use what you purchased does not give rise to a refund.

The one exception is the Sprint guarantee in section 5 of the Terms, which refunds an Interview Sprint when its conditions are met.

The Free plan is provided at no cost, so no refund applies.

Prices are shown and charged in your local currency where we offer one (currently AUD and USD); otherwise in USD. The amount you are charged is the amount shown to you at checkout.

Please choose your plan carefully. The Free plan exists so you can try the Services before paying, and you can see exactly what each plan includes on our pricing page before you purchase.

3. What this policy does not affect

To be clear, Section 2 applies only to change-of-mind requests. It does not apply to — and nothing in this policy limits — a refund or other remedy you are entitled to because:

• the Services failed to meet a consumer guarantee under the Australian Consumer Law (see Section 1);
• you were charged in error, charged twice, or charged the wrong amount; or
• the law otherwise requires it.

If any of these applies to you, contact us and we will put it right.

4. Failed analyses and service problems

If an analysis fails because of a problem on our side (for example, an analysis error), it doesn't use a practice question. If one was used for a failure that was our fault, contact us and we will restore it. If the Services are repeatedly or seriously not working as they should, this may amount to a consumer guarantee failure, and Section 1 applies.

5. How to contact us about a refund or billing problem

Email support@veracue.com from your account email, with a description of the problem (and, for billing errors, the approximate date and amount of the charge).

We aim to respond within 7 business days. Where a refund is payable, it is returned to your original payment method via Stripe; the time for the funds to appear depends on your card issuer or bank.

6. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date reflects the most recent version. Changes do not affect requests already submitted, and never reduce your rights under the Australian Consumer Law.

7. Contact us

Email: support@veracue.com