Refund Policy

Last Updated: 15/02/2026

Australia Natural Science Foundation Pty Ltd
ACN: 692 784 599 | ABN: 43 692 784 599

1. Overview

This Refund Policy outlines the terms and conditions for refunds related to the 国自然写作助手 service ("Service"). By purchasing credits, you agree to the terms set forth in this policy.

2. Credit-Based Service Model

The 国自然写作助手 operates on a credit-based system:

积分 are purchased in advance and used to generate draft 申请书
Each draft generation consumes one (1) credit
New users receive five (5) complimentary credits upon registration
积分 are non-transferable and cannot be exchanged for cash
积分 have no cash value and are not redeemable for money

3. Australian Consumer Law Guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a refund or replacement for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services re-supplied or to receive a refund if the services fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the ACL that cannot be excluded, restricted, or modified by agreement.

4. Circumstances Eligible for Refund

Refunds may be granted in the following circumstances:

Technical Failures: Service outages or technical issues preventing credit usage that are attributable to our systems
Duplicate Charges: Accidental multiple charges for the same transaction
Unauthorised Transactions: Charges made without your authorisation (subject to verification)
Service Not as Described: Where the Service materially fails to perform as described
Major Failure: Where the Service has a major failure as defined under Australian Consumer Law

5. Circumstances Not Eligible for Refund

Refunds will generally not be provided for:

积分 that have already been used to generate drafts
Dissatisfaction with the content of generated drafts (as these are reference materials requiring professional review)
Change of mind after purchase
Failure to use credits before account termination due to breach of terms
Free credits provided upon registration or through promotions
积分 obtained through the referral program
Inability to use the Service due to factors outside our control (e.g., your internet connection, device issues)

6. Credit Expiration

Purchased credits remain valid for twelve (12) months from the date of purchase. After this period:

Unused credits will expire automatically
Expired credits are not eligible for refund
We will send reminder notifications before credits expire (at 30 days and 7 days prior). Reminders will be sent to your registered email address.

Free credits (registration bonus and referral rewards) expire six (6) months from the date of issuance. Free and promotional credits are provided at no cost and are not eligible for any refund or compensation under any circumstances.

7. How to Request a Refund

To request a refund, please:

Email refunds@ansf.com.au within 30 days of the transaction
Include your registered email address and account name
Provide the transaction date and amount
Include your payment receipt or transaction ID
Describe the reason for your refund request in detail

For claims under Australian Consumer Law guarantees (e.g., major failure), we will consider requests beyond 30 days where reasonable.

8. Refund Processing

Upon receiving your refund request:

We will acknowledge receipt within 2 business days
We will review your request and may ask for additional information
A decision will be communicated within 10 business days
Approved refunds will be processed within 5-10 business days
Refunds will be issued to the original payment method

9. Partial Refunds

In some cases, we may offer partial refunds for unused credits when a portion of purchased credits has been consumed. Partial refunds for unused credits will be calculated pro-rata based on the number of unused credits at the time of request.

If we introduce subscription-based plans in the future, partial refunds may also be offered proportional to the service period remaining, subject to the terms applicable to such plans at that time.

10. Account Termination and 积分

If your account is terminated:

Voluntary termination: You may request a refund for unused purchased credits (excluding free and promotional credits) within 30 days of account closure
Termination for breach: All remaining credits (purchased and free) are forfeited and no refund will be provided
Termination by us without cause: Full refund of unused purchased credits will be provided

11. Disputes

If you are not satisfied with our refund decision:

You may request a review by emailing support@ansf.com.au with "Refund Dispute" in the subject line
A senior staff member will review your case within 14 business days
If still unresolved, you may contact your state or territory consumer protection agency
Australian consumers may also contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au

12. Chargebacks

If you initiate a chargeback through your bank or credit card provider without first contacting us:

Your account may be suspended pending investigation
We reserve the right to dispute the chargeback with evidence of service delivery
Fraudulent chargebacks may result in permanent account termination

We encourage you to contact us directly to resolve any payment issues before initiating a chargeback.

13. 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. Material changes will be communicated via email to registered users. Your continued use of the Service following any changes constitutes acceptance of the revised policy.

14. Contact Information

Australia Natural Science Foundation Pty Ltd
Address: 470 St Kilda Road, Melbourne VIC 3004, Australia
Email: refunds@ansf.com.au
General Support: support@ansf.com.au
Website: https://ndis.ansf.com.au