Refund & Cancellation Policy

Your rights under the Australian Consumer Law come first

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If the service has a major failure, you are entitled to cancel and receive a refund for the unused portion, or to compensation for its reduced value. If the failure is not major, we are entitled to fix it within a reasonable time, and if we don't, you can cancel and get a refund for the unused portion. Nothing below limits any of that.

Cancelling a subscription

• Cancel any time from your account — no phone call, no chat queue.
• Cancellation takes effect at the end of the period you've already paid for. You keep full access until then.
• After it ends, your child's completed work — including any unlocked worked solutions — stays viewable in your account.

Free trials

• Trials require a card, but nothing is charged during the trial. A free trial lasts seven days, and there's one per family. A valid offer code issued before 28 September 2026 gives 30 days instead, if it is used by 21 December 2026.
• We email you a reminder at least three days before the trial converts, and the conversion date is always visible in your account.
• Cancel any time during the trial and you are never charged. You can keep using the trial until it ends, and papers your child finished during it keep their worked solutions.

Change of mind

• Subscriptions: we don't give refunds for change of mind or for the unused part of a billing period — when you cancel, you keep full access to the end of the period you've paid for instead. To avoid surprises, we remind you by email before a trial converts, and the renewal date is always visible in your account.
• Switching from a yearly to a monthly plan: the unused part of your yearly payment comes off your monthly bills until it's used up, rather than being refunded as cash.
• Question packs bought before 28 September 2026: they aren't refundable for change of mind. Their credits never expire, so there's nothing to lose by holding them.
• Your Consumer Law rights above are unaffected by all of this. And if you believe a charge is simply a mistake, contact us and we'll look into it.

When something is wrong on our side

If a fault on our side meaningfully affected paid use — papers failing to generate, marking errors we confirm, sustained outages — tell us. Depending on what happened, we'll fix it, extend your period, or refund, consistent with the Consumer Law guarantees above. We'd rather over-correct than argue.

How to ask

Email hello@meritly.com.au from your account email with what happened. Approved refunds go back to the original payment method within 10 business days.