Refund Policy

Summary: We offer cooling-off refunds of 7 days (AU) or 14 days (UK/EEA) from purchase, provided no AI features have been used. After that period, monthly subscribers can cancel anytime with access through the end of the paid period; multi-month packs and credit top-ups are non-refundable. We always honour refund requests for billing errors, duplicate charges, unauthorised payments, and services materially not as described. Email legal@dayoneed.com to request a refund — we will respond within 5 business days and process approved refunds within 14 days. Your statutory rights are never affected.

1. Summary

This Refund Policy applies to all Day One Education paid subscriptions and AI credit top-ups. It forms part of our Terms of Service (§8). Where you have a statutory right to a refund, nothing in this policy limits that right — our cooling-off windows and exception categories apply alongside your legal entitlements, never instead of them.

2. Who this policy applies to

This policy applies to:

• Paid subscribers — anyone who has purchased a monthly, 3-month, or 6-month DOE subscription.
• Credit purchasers — anyone who has purchased an AI credit top-up pack.

Free-tier users do not make purchases and are not covered by this policy unless they also buy a credit top-up pack (the pack purchase is covered). When a Free user starts a Pro subscription, this policy applies from the moment of that purchase.

3. Your cooling-off rights

3.1 Australian users — 7-day cooling-off

If you are located in Australia at the time of purchase, you may request a full refund within 7 days of the date your subscription began, provided that none of the following have occurred by the time you request the refund:

• AI credits have been consumed;
• AI essay grades have been generated; or
• AI tutor exchanges have been completed.

If any of those conditions are met, the cooling-off right no longer applies (you have begun receiving the digital service) and the post-cooling-off terms in §4 govern instead. Your rights under the Australian Consumer Law ("ACL") remain unaffected — see §7.

3.2 UK users — 14-day statutory cooling-off

If you are located in the United Kingdom at the time of purchase, you have a statutory right to cancel your subscription and receive a full refund within 14 days of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013").

If you use AI features before the cooling-off period ends, the statutory right to cancel may be lost once supply has begun, consistent with Regulation 37 of the CCR 2013.

3.3 EEA users — 14-day statutory cooling-off

If you are located in the European Economic Area at the time of purchase, you have a statutory right to cancel and receive a full refund within 14 days of purchase under the EU Consumer Rights Directive (2011/83/EU) as transposed into the law of your country.

If you use the service before the cooling-off period ends, your right to cancel may be lost once supply has commenced, consistent with Article 16(m) of the Directive.

3.4 Processing cooling-off refunds

Cooling-off refunds are returned to the original payment method within 14 days of approval.

4. After the cooling-off period

Once the cooling-off period has elapsed or been lost through use of the service:

4.1 Monthly subscriptions

You may cancel your monthly subscription at any time. Your access continues until the end of the current paid billing period. No partial or pro-rata refund is issued for the unused days remaining in that period.

4.2 3-month and 6-month subscription packs

Multi-month packs are non-refundable after the cooling-off period. Your access continues until the end of the full pack period. If you cancel, no partial refund is issued for the unused portion of the pack.

4.3 AI credit top-ups

Credit top-up packs are non-refundable once purchased. Credits do not expire and remain available in your account until used, regardless of subscription status.

5. Exceptions we honour on request

The following refund categories are honoured at any time, regardless of whether the cooling-off period has elapsed.

5.1 Service materially not as described

Where the Platform has materially failed to operate as described in our documentation or marketing and we are unable to remedy the failure within a reasonable time, you may request a proportional refund for the affected period.

5.2 Duplicate charges

Where you have been charged more than once for the same subscription period or credit pack, we will issue a full refund for the duplicate amount.

5.3 Demonstrable billing errors

Where a billing error — whether caused by our system, a payment processor, or a third-party integration — has resulted in an incorrect charge, we will refund the full erroneous amount.

5.4 Unauthorised payments

Where a charge was made without your authorisation (for example, because of fraud or account compromise), we will issue a full refund and conduct a security review of your account.

6. How to request a refund

To request a refund, email legal@dayoneed.com with the following information:

1. The email address registered to your DOE account;
2. Your subscription ID or transaction reference (visible in your account settings or payment receipt);
3. The reason for your refund request.

We will acknowledge your request within 5 business days. We will then review your request and notify you of the outcome. If approved, the refund will be processed to your original payment method within 14 days of approval.

If your request is declined, we will explain our reasons. Your statutory rights under §7 and escalation options under §8 are unaffected.

7. Your statutory rights

This Refund Policy does not exclude, restrict, or modify your rights under the Australian Consumer Law, the UK Consumer Rights Act 2015, the EU Consumer Rights Directive (2011/83/EU) as transposed into your national law, or any other mandatory consumer protection law in your jurisdiction. Where our Refund Policy is less favourable than those rights, the statutory rights prevail.

8. Complaints and escalation

If you are dissatisfied with the outcome of a refund request, contact us again at legal@dayoneed.com. If we cannot resolve the matter, you may escalate to the relevant consumer protection authority for your jurisdiction:

• Australia: Australian Competition and Consumer Commission (ACCC) at accc.gov.au or Consumer Affairs Victoria at consumer.vic.gov.au.
• United Kingdom: Competition and Markets Authority (CMA) at gov.uk/cma.
• EEA: Your local national consumer protection authority (for example, the Competition and Consumer Protection Commission in Ireland).

Disputes are subject to Terms of Service §18 (informal negotiation first, then the courts of Victoria, Australia). Nothing here prevents you from contacting a regulator at any time or commencing class proceedings.