Refund & Cancellation Policy

Last updated 2026-05-18 · Version 1.0

Short versionPro plans are non-refundable once you've meaningfully used them. If you bought by mistake and haven't started a mock or submitted more than a couple of attempts, email us within 7 days and we'll refund in full. Indian users retain statutory rights under the Consumer Protection Act 2019.

1. What you bought

DigiSurf Academy Pro plans are digital, one-time, non-recurring access licences valid for a fixed prep window (10, 30, 60, or 90 days). Academic Pro and General Training (GT) Pro are separate products at the same price; buying one does not grant access to the other.

Access is granted instantly on successful payment. No physical goods are shipped (see Delivery Policy).

2. Cancellation

Because there is no subscription or recurring debit, there is nothing to "cancel" in the auto-renewal sense. Your Pro window simply ends on its expiry date. If you no longer want the account, delete it from Account → Delete; unused days are forfeit unless you qualify for a refund under §3.

3. Refund eligibility

We will issue a full refund to your original payment method if any of the following apply:

Technical failure on our side meant Pro access was never delivered (e.g. webhook miss, payment captured but Pro not activated within 30 minutes and our support did not resolve it within 24 hours).
You request a refund within 7 calendar days of purchase AND you have not had "meaningful use" of Pro, defined as:
- You have not started more than one full mock test, AND
- You have not submitted more than three AI-scored Writing or Speaking attempts, AND
- You have not accessed more than 10% of Pro-gated content (calculated as a fraction of total Pro test count in your selected track).
Duplicate or accidental payment — we'll refund the duplicate immediately.
Statutory rights: for Indian users, the Consumer Protection Act 2019 and Consumer Protection (E-Commerce) Rules 2020 override this clause where stricter. For Australian users, the Australian Consumer Law applies for "major failures".

4. Non-refundable scenarios

We will not refund in these cases (subject to §3 statutory rights):

You changed your mind after meaningful use as defined in §3.
You bought the wrong track (Academic instead of GT, or vice versa) but already used it — buy the right track separately; both are the same price.
You scored a band lower than you hoped. AI scoring is a study aid, not a refundable service of result.
You let access expire without using it. Plan duration starts on the payment date, regardless of usage.
Your account was suspended for breach of the Terms of Service (Acceptable Use, fraud, scraping).

5. How to request a refund

Email billing@digisurfaustralia.com.au with your account email, the transaction ID from your receipt, and a short reason.
We acknowledge within 2 business days.
If eligible, we initiate the refund within 5 business days of approval. Funds typically arrive in 5-7 business days for cards and 2-3 business days for UPI; bank/card-network timing is outside our control.
If declined, we'll explain why and direct you to escalation under §7.

6. Chargebacks & payment disputes

Please raise any billing dispute with us first at billing@digisurfaustralia.com.au within 90 days of the transaction before initiating a chargeback with your card issuer or bank. Chargebacks raised without contacting us first may result in account suspension under Terms §8.

7. Grievance escalation

If you are not satisfied with the refund outcome:

Escalate to our Grievance Officer (see Terms §19 / Privacy §10) — acknowledgement within 48 hours, resolution within 15 days.
Indian consumers may approach the National Consumer Helpline (1915) or file at the District / State / National Consumer Disputes Redressal Commission per Consumer Protection Act 2019 §34 (at your place of residence).
Australian consumers may contact the relevant State / Territory consumer affairs office or the ACCC.

8. Tax invoices

Refunds are reversed against the original tax invoice; a credit note is auto-emailed within 24 hours of refund processing for GST/Income Tax records.

9. Pricing transparency

All INR prices displayed on the site are inclusive of 18% GST (SAC 998434 — online education content). Currency conversion fees on international cards are levied by your card issuer, not by DigiSurf.

10. Contact

Billing & refunds: billing@digisurfaustralia.com.au