Refund Policy

1. Overview

WA AI Hub ("we", "us", or "our") is committed to ensuring customer satisfaction while complying with Australian Consumer Law. This Refund Policy explains your rights regarding refunds for the Australia AI Business Index 2026 ("AIBI Report") and related services.

This policy applies to all purchases made through aibi.fyi and should be read in conjunction with our Terms and Conditions.

2. Your Rights Under Australian Consumer Law

3. Digital Product Refund Policy

3.1 Nature of Digital Products

The AIBI Report is a digital product delivered via secure download link. Due to the instant-access nature of digital products, our standard refund policy differs from physical goods.

3.2 Before Accessing Download

If you have not yet accessed your download link, you may request a full refund within 14 days of purchase. To request a refund:

• Submit a refund request via our contact form with your order reference
• Include "Refund Request" in the subject line
• We will process your refund within 5-10 business days

3.3 After Accessing Download

Once you have accessed your download link, refunds are generally not available because you have received the full digital product. However, you remain entitled to remedies under Australian Consumer Law if the product fails to meet consumer guarantees (see Section 5 below).

4. Board Briefing Service Refunds

4.1 Before Service Delivery

If you have purchased a Board Briefing package but the briefing session has not yet occurred:

• More than 7 days before scheduled session: Full refund available, minus any non-recoverable costs already incurred
• Within 7 days of scheduled session: 50% refund available, or full credit toward rescheduling
• Within 24 hours or no-show: No refund available, but rescheduling may be arranged at our discretion

4.2 After Service Delivery

After a briefing session has been delivered, refunds are only available if the service failed to meet consumer guarantees under Australian Consumer Law.

5. When Refunds Are Available (Consumer Guarantees)

Regardless of whether you have accessed the product, you are entitled to a refund or other remedy if the product or service:

5.1 Major Failures

A failure is "major" if:

• The product is significantly different from its description
• The product is substantially unfit for its normal purpose and cannot easily be fixed
• A reasonable consumer would not have purchased the product if aware of the failure
• The product is unsafe

Your remedy: You can choose a refund or replacement.

5.2 Minor Failures

For minor failures (e.g., formatting errors, minor omissions), we will:

• Provide a corrected version of the report within a reasonable time
• Offer a partial refund proportionate to the failure
• Provide additional materials or services to remedy the issue

6. Technical Issues

If you experience technical difficulties accessing your purchase:

1. Contact support first: Use our contact form describing the issue
2. We will troubleshoot: Our team will work to resolve the issue within 2 business days
3. Alternative delivery: If the download link fails, we will provide an alternative delivery method
4. Refund if unresolved: If we cannot resolve the technical issue within 7 days, you are entitled to a full refund

7. Change of Mind

We are not legally required to provide a refund for change of mind. However, we understand circumstances change. If you have purchased but not accessed the product, we will consider refund requests on a case-by-case basis.

We recommend reviewing the free Executive Summary before purchasing the full report to ensure it meets your needs.

8. How to Request a Refund

To request a refund, please provide:

• Your order reference number
• The email address used for purchase
• Reason for the refund request
• Any supporting information (screenshots, error messages, etc.)

Submit your request via our contact form, selecting “Refund or Support” as the subject and including “Refund Request - [Order Number]” in your message.

9. Refund Processing

9.1 Processing Time

We aim to process refund requests within:

• Initial response: 2 business days
• Refund decision: 5 business days
• Refund issued: 5-10 business days after approval

9.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. For credit card payments, please allow additional time for your bank to process the refund.

10. Exclusions

Refunds are not available for:

• Products accessed and downloaded (unless there is a failure to meet consumer guarantees)
• Services already delivered (unless there is a failure to meet consumer guarantees)
• Dissatisfaction with business outcomes or decisions made based on report content
• Circumstances beyond our control (e.g., changes in your business circumstances, regulatory changes)

11. Disputes and Complaints

If you are not satisfied with our response to your refund request:

1. Request escalation: Ask for your case to be reviewed by a senior team member
2. Consumer Protection WA: You may contact Consumer Protection Western Australia for assistance: www.commerce.wa.gov.au/consumer-protection
3. Small Business Commissioner WA: For business customers, the Small Business Commissioner may assist with dispute resolution: www.smallbusiness.wa.gov.au

12. Contact Us

For refund enquiries or to submit a refund request: