Refund Policy

Refund Policy

Aussie Animals Education

Effective date: 15 May 2026
Last reviewed: 15 May 2026
Version: 1.0

This Refund Policy explains how refunds, replacements and support requests are handled for products purchased from edu.aussieanimals.com.

This policy applies to digital products, printable resources, worksheets, teacher guides, activity packs, classroom display materials, curriculum-aligned packs, licences, subscriptions and any other resources supplied by About Time Too Pty Ltd trading as Aussie Animals.

In this Refund Policy:

  • “Aussie Animals”, “we”, “us” and “our” means About Time Too Pty Ltd trading as Aussie Animals.
  • “You” and “your” means the purchaser, teacher, school, parent, homeschool educator or organisation purchasing or using a resource.
  • “Resource” means a digital or printable educational product supplied by Aussie Animals.
  • “Licence” means the permitted use rights attached to the resource purchased.

This Refund Policy should be read together with our:

1. Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law or any other law that cannot be excluded.

You may be entitled to a refund, replacement, repair or other remedy if a product or service does not meet a consumer guarantee.

This may include where a product:

  • is not of acceptable quality;
  • is not reasonably fit for the purpose made known to us;
  • does not match the description;
  • is not supplied within a reasonable time, where applicable;
  • has a major problem;
  • has a defect that cannot be fixed within a reasonable time; or
  • otherwise fails to meet a consumer guarantee.

2. Digital products and change of mind

Most Aussie Animals Education products are digital downloads.

Because digital resources can usually be accessed, downloaded, copied, printed or stored immediately after purchase, we generally do not offer refunds for change of mind once a product has been accessed or downloaded, unless required by law.

Examples of change of mind include:

  • you no longer need the resource;
  • you found a similar resource elsewhere;
  • you purchased the wrong topic;
  • you purchased the wrong year level;
  • you changed your teaching program;
  • you forgot you had already purchased a similar resource;
  • you decided the resource does not suit your personal preference;
  • you did not read the product description before purchasing;
  • your school later chose not to use the resource;
  • you wanted a different licence type but selected the wrong option.

We encourage you to read the product description, preview images, licence option and included items carefully before purchasing.

3. When we may provide a refund, replacement or support

We will consider a refund, replacement file, licence correction, store credit or other appropriate remedy where:

  • the wrong file was supplied;
  • the download link does not work and we cannot reasonably fix it;
  • the file is corrupted and a replacement cannot be provided;
  • the product description was materially inaccurate;
  • the product is substantially different from what was advertised;
  • you were charged more than once for the same product by mistake;
  • you purchased the same product twice by accident;
  • a technical issue on our website caused an incorrect purchase;
  • the product has a major defect that prevents reasonable use;
  • we are unable to provide access to a purchased product;
  • a refund or other remedy is required by Australian Consumer Law.

We may first attempt to resolve the issue by:

  • resending the download link;
  • providing a replacement file;
  • correcting account access;
  • helping troubleshoot the download;
  • providing an updated version;
  • correcting the licence record;
  • issuing store credit; or
  • offering another reasonable solution.

4. Duplicate purchases

If you accidentally purchase the same resource more than once, contact us as soon as possible.

We may provide a refund or store credit for the duplicate purchase where:

  • the duplicate purchase can be verified;
  • the purchases were made by the same person, school or organisation;
  • the duplicate purchase was accidental; and
  • the duplicate licence has not been used, shared or downloaded by additional users.

If the second purchase was for a different licence type, we may treat it as a licence upgrade rather than a duplicate purchase.

5. Wrong licence selected

If you purchased the wrong licence type, contact us.

For example, you may have purchased a Single Teacher Licence but need a Small Team Licence or Whole School Licence.

Where appropriate, we may allow you to upgrade your licence by paying the difference between the licence purchased and the licence required.

We generally do not provide refunds for licence downgrades after purchase unless required by law.

Examples:

  • Single Teacher Licence to Small Team Licence: upgrade may be available.
  • Single Teacher Licence to Whole School Licence: upgrade may be available.
  • Small Team Licence to Whole School Licence: upgrade may be available.
  • Whole School Licence to Single Teacher Licence: refund not usually available after access or download.

6. Download or access problems

If you cannot access or download a purchased resource, contact us for support.

Please include:

  • your name;
  • order number, if available;
  • purchase email address;
  • product name;
  • details of the issue;
  • screenshot of any error message, if available;
  • device and browser, if relevant.

We will take reasonable steps to help resolve the issue.

Download or access problems may be caused by:

  • incorrect email address entered at checkout;
  • school firewall or network restrictions;
  • browser settings;
  • device storage limits;
  • PDF reader issues;
  • expired login sessions;
  • spam or junk filtering;
  • user account issues;
  • payment processing delays;
  • internet connection problems.

Where the issue is outside our control, we will still try to assist, but this may not automatically entitle you to a refund.

7. Product previews and descriptions

We aim to provide clear product descriptions so you can make an informed purchase.

Product listings may include information such as:

  • product title;
  • year level;
  • subject area;
  • curriculum focus;
  • pack type;
  • included items;
  • file format;
  • estimated page count;
  • licence options;
  • suggested use;
  • preview images;
  • sample pages;
  • learning outcomes;
  • safety or sensitivity notes, where relevant.

Minor differences between a preview and the final downloadable file do not automatically entitle you to a refund, provided the resource is substantially consistent with the product description.

Examples of minor differences may include:

  • small layout changes;
  • minor wording improvements;
  • updated copyright footer;
  • small curriculum wording changes;
  • corrected spelling or punctuation;
  • improved instructions;
  • updated cover design;
  • changes to file naming.

8. Curriculum alignment

Some resources include curriculum codes, curriculum links, learning intentions, success criteria, achievement standard links or educational planning notes.

We make reasonable efforts to ensure these are accurate at the time of publication.

However, curriculum frameworks, codes, descriptors and teaching requirements may change over time.

A refund is not usually provided simply because:

  • your school interprets curriculum alignment differently;
  • your state or territory uses additional planning requirements;
  • your school changes its teaching sequence;
  • a curriculum authority later updates wording or guidance;
  • a resource does not exactly match your preferred teaching approach;
  • you expected a different cross-curricular link that was not promised in the product description.

If we identify a material curriculum error in a resource, we may provide an updated version, correction, replacement file or other appropriate remedy.

9. Compatibility and printing

Our resources are generally supplied as digital files, such as PDF documents, unless otherwise stated.

You are responsible for ensuring that you have suitable software, devices, internet access and printing capability.

We do not usually provide refunds for issues caused by:

  • printer settings;
  • printer quality;
  • paper size preferences;
  • school network restrictions;
  • outdated PDF software;
  • incompatible devices;
  • browser download settings;
  • lack of internet access;
  • local file storage issues;
  • inability to edit a non-editable PDF;
  • personal preference about layout, colour or printing style.

If a file is genuinely defective or cannot reasonably be opened using standard software, contact us and we will take reasonable steps to provide a working replacement.

10. Editable and non-editable files

Unless a product description clearly states that a file is editable, you should assume that the resource is supplied as a finished printable or digital resource.

We do not provide refunds because a customer expected an editable file where the product description did not promise one.

If editable files are included, the permitted editing rights will be described in the product listing or Licence Terms.

11. Subscriptions and memberships

If we offer subscriptions, memberships or recurring access plans, the specific billing period, inclusions, renewal terms and cancellation options will be shown at purchase.

Unless otherwise stated:

  • subscription access continues while your subscription is active;
  • cancellation stops future renewals but does not automatically refund the current billing period;
  • access may end when the subscription expires or is cancelled;
  • failure to download resources during an active subscription does not automatically entitle you to a refund;
  • changes to future subscription inclusions do not automatically entitle you to a refund for previous billing periods.

We may provide a refund where required by law or where there has been a billing error, duplicate charge or major service failure.

12. School purchase orders and invoice payments

Where we allow school purchase orders, invoice payments or manual payment arrangements, the order may not be fulfilled until payment or required approval is received, unless we agree otherwise.

Refunds for school purchases will generally be returned to the original payment method or school account, unless another arrangement is agreed.

If a school purchase was made by an unauthorised staff member, the school should contact us promptly. We may assess the situation on a case-by-case basis.

13. Promotions, bundles and discounted products

Refunds for discounted products, bundles, launch offers or promotional purchases will be assessed based on the amount actually paid.

If a bundle is refunded in part, we may calculate the refund based on:

  • the discounted bundle price;
  • the value of the individual product affected;
  • whether other products in the bundle have been downloaded or used;
  • whether the bundle discount would still apply.

Promotional discounts cannot usually be applied retrospectively after purchase.

14. Free resources

Free resources are supplied at no cost and are not eligible for refunds.

If a free resource contains an error or technical issue, we may correct it, replace it, withdraw it or update it at our discretion.

15. Custom resources or custom licences

Custom resources, custom licence arrangements, bespoke packs, commissioned materials or specially prepared school resources may have separate refund and cancellation terms.

Unless otherwise agreed in writing, custom work may be non-refundable once work has commenced, except where required by law.

Where a custom project is cancelled, we may charge for work already completed, time spent, third-party costs, administration, planning, research, design, writing, file preparation and other reasonable costs incurred.

16. How to request a refund or remedy

To request a refund, replacement file, licence correction or other remedy, contact us

Please include:

  • your full name;
  • school or organisation name, if relevant;
  • order number;
  • purchase email address;
  • product name;
  • date of purchase;
  • licence type purchased;
  • details of the issue;
  • what outcome you are requesting;
  • screenshots or error messages, if relevant.

We may ask for additional information to assess your request.

17. Timeframe for refund requests

Please contact us as soon as possible after discovering an issue.

For technical issues, duplicate purchases or incorrect files, we recommend contacting us within 14 days of purchase.

For issues involving consumer guarantees, your rights under Australian Consumer Law continue to apply regardless of this recommended timeframe.

18. How refunds are processed

Where a refund is approved, we will generally process it using the original payment method.

Depending on your payment provider, bank or card issuer, it may take several business days for the refund to appear in your account.

If the original payment method is unavailable, we may arrange another reasonable refund method.

Refunds may exclude transaction fees only where permitted by law.

19. Access after refund

If a refund is issued, your licence to use the refunded resource ends unless we tell you otherwise.

You must:

  • stop using the resource;
  • delete downloaded digital copies where practical;
  • remove the resource from shared drives, classroom platforms and devices where practical;
  • stop printing or distributing the resource;
  • ensure staff or users under your control stop using the resource.

If a partial refund or replacement is issued, we will confirm whether your licence continues.

20. Store credit

In some cases, we may offer store credit instead of a refund.

You are not required to accept store credit where you are legally entitled to a refund under Australian Consumer Law.

Store credit may be suitable where:

  • you purchased the wrong product;
  • you want to exchange for a different year level;
  • you selected the wrong topic;
  • there is a minor issue but you still want to purchase other resources;
  • a refund is not legally required but we choose to offer a goodwill remedy.

Store credit may have expiry terms if stated when issued.

21. Abuse of refund requests

We may refuse refund requests where we reasonably believe there has been misuse, abuse or dishonest conduct.

Examples may include:

  • repeatedly purchasing and refunding digital products;
  • downloading multiple resources and then requesting refunds without valid reasons;
  • sharing resources before requesting a refund;
  • breaching licence terms;
  • making false claims about access or product issues;
  • attempting to avoid paying for the correct licence;
  • using chargebacks improperly.

This does not limit any rights you may have under Australian Consumer Law.

22. Chargebacks and payment disputes

If you lodge a chargeback or payment dispute without first contacting us, we may suspend access to the relevant resource or account while the dispute is investigated.

We may provide evidence to the payment provider, including:

  • order confirmation;
  • download records;
  • licence information;
  • account activity;
  • correspondence;
  • refund policy terms;
  • product descriptions.

If a chargeback is resolved in our favour, access may remain suspended until any outstanding amounts, fees or issues are resolved.

23. Changes to this Refund Policy

We may update this Refund Policy from time to time.

When changes are made, we will update the effective date, last reviewed date and version number.

The Refund Policy that applied at the time of purchase will generally apply to that purchase, unless a later policy provides you with better rights or the law requires otherwise.

24. Contact details

For refund questions, technical issues, duplicate purchases, licence corrections or support requests, please Contact Us.

Plain English refund summary

This summary is provided for convenience only. The full Refund Policy above applies.

Digital downloads

Most resources are digital downloads. Once downloaded or accessed, refunds are generally not provided for change of mind unless required by law.

We will help if something is wrong

Contact us if:

  • the wrong file was supplied;
  • the file will not open;
  • the download link does not work;
  • you were charged twice;
  • you accidentally bought the same product twice;
  • the product was materially different from its description.

We may provide a replacement file, technical help, licence correction, store credit or refund depending on the issue.

Your legal rights still apply

Your rights under Australian Consumer Law are not excluded. If a product has a major problem or does not meet a consumer guarantee, you may be entitled to a refund or other remedy.

Wrong licence

If you bought the wrong licence, contact us. We may allow you to upgrade by paying the difference.

How to request help

Contact Us with your order number, product name and details of the issue.