Refund Policy
Last updated: 18 July 2026. Provided in English.
The short version
- A delivery failure or error on our side is refundable.
- Change of mind after delivery generally isn’t — drafts arrive instantly and include up to 3 regenerations.
- Email support@virtualcognition.com.au within 7 days with your order number.
- Your consumer-law rights are always preserved.
Who processes payments
Payment is processed by Paddle, which is the merchant of record for your purchase. Paddle’s own checkout terms also apply to the transaction. We never see or store your card details.
When you're entitled to a refund
- A technical failure on our side prevented delivery of your drafts.
- The service was materially not as described.
- You were charged in error, or charged twice for the same order.
- Any other situation where consumer law requires a refund.
What isn't generally refundable
Change of mind, or dissatisfaction with the AI’s writing style after delivery, is not generally refundable — drafts are delivered immediately and are yours to edit. Each purchase includes up to 3 regenerations, so try a regeneration first; it often resolves style concerns.
How to request a refund
Email support@virtualcognition.com.au within 7 days of purchase and include the order number from your confirmation email. We respond within 2 business days. Approved refunds are returned by Paddle to your original payment method, typically within 5–10 business days.
Your statutory rights
Guarantees under the Australian Consumer Law cannot be excluded. If the service fails to meet a consumer guarantee, you may be entitled to a remedy. Nothing in this policy limits any mandatory consumer protections that apply in your country of residence.
Refunds and the 14-day retrieval window
A refund and the 14-day retrieval window are separate things. Requesting a refund does not extend the retrieval window, and automatic deletion timelines are unchanged by a refund request.