Effective date: 1 May 2026
1. Overview
This Refund Policy explains how Elite Scholars handles refunds, credits and cancellations for subscriptions, online educational services, mock exams and related products.
2. Change of mind
We do not generally provide refunds for:
- change of mind
- choosing the wrong plan
- deciding not to continue after purchase
- not using the service during an active billing period
- finding an alternative provider after purchase
However, we may choose to offer a credit, transfer, partial refund or goodwill solution at our discretion in appropriate circumstances.
3. Subscriptions
Unless otherwise stated at checkout:
- subscriptions are billed in advance
- you may cancel at any time before your next renewal
- cancellation stops future renewals only
- cancellation does not usually entitle you to a refund for the current paid period
- access will generally continue until the end of the billing period already paid for
If you believe there has been a billing error, please contact us promptly so we can investigate.
4. Live mock exams
Where live mock exams are included as part of a subscription plan:
- access to live mock exams is provided as part of the relevant subscription tier
- separate refunds, partial refunds or credits are not available if a student chooses not to attend or use the live mock exam feature during an active billing period
- if you no longer wish to have access to live mock exams, you may downgrade to a lower subscription tier before your next billing date
- any downgrade will take effect from the next billing cycle unless otherwise stated at the time of change
- no refund or partial refund will be provided for the unused portion of a current billing period solely because a student does not attend or use a live mock exam included in their subscription
If Elite Scholars cancels or cannot deliver a live mock exam feature for reasons within our control on an ongoing basis, we may offer a reasonable remedy in accordance with Australian Consumer Law.
5. Writing feedback services
Where writing feedback is included as part of a subscription plan:
- access to writing feedback is provided as part of the relevant subscription tier
- separate refunds, partial refunds or credits are not available if a student chooses not to submit a writing task or use the writing feedback feature during an active billing period
- if you no longer wish to have access to writing feedback, you may downgrade to a lower subscription tier before your next billing date
- any downgrade will take effect from the next billing cycle unless otherwise stated at the time of change
- no refund or partial refund will be provided for the unused portion of a current billing period solely because a student does not use the writing feedback feature included in their subscription
If Elite Scholars is unable to provide the writing feedback feature included in a subscription for reasons within our control on an ongoing basis, we may offer a reasonable remedy in accordance with Australian Consumer Law.
6. Downloadable and digital materials
For downloadable resources, digital papers, answer keys or other digital content:
- refunds are generally not available after the product has been accessed, downloaded or made available in your account, except where required by law
7. Technical issues
If you experience a genuine technical problem that prevents reasonable access to a paid service, please contact us as soon as possible.
Where appropriate, we may offer:
- troubleshooting assistance
- extended access
- a replacement session
- a credit
- a refund, where required by law or where no reasonable solution can be provided
We are not responsible for issues caused by your own device, internet connection, incompatible software, or failure to follow access instructions, although we will try to assist where possible.
8. Consumer guarantees
Our services come with consumer guarantees under the Australian Consumer Law.
If a service has a major problem, you may be entitled to:
- cancel the service contract, and
- receive a refund for the unused portion of the service
A major problem with a service may include where:
- the service has a problem that would have stopped someone from buying it if they had known about it
- the service is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time
- the service does not achieve a purpose you told us about and cannot easily be fixed within a reasonable time
If a service problem is not major, we are generally entitled to a reasonable opportunity to fix it first. If it cannot be fixed within a reasonable time, you may be entitled to a further remedy.
9. How to request a refund
To request a refund, credit or billing review, please contact us with:
- your full name
- the email address used for purchase
- the service or product purchased
- the date of purchase
- the reason for the request
- any relevant screenshots or supporting information
Contact email: info@elitescholars.com.au
We aim to review requests within a reasonable time.
10. Approved refunds
If a refund is approved:
- it will usually be returned to the original payment method
- processing times may vary depending on your payment provider or bank
- any non-recoverable third-party processing fees may be deducted only where permitted by law and clearly disclosed
11. Contact us
For refund requests or billing questions, contact:
Elite Scholars
Email: info@elitescholars.com.au