Refund and Cancellation Policy

This policy is part of our Terms of Service. It applies to payments made to Customer Experience Insight Pty Ltd (ABN 61 634 039 759) trading as WA AI Hub. In short:

• You can cancel your membership at any time, and you will not be charged for a further term.
• If we fail to meet a consumer guarantee, you can claim the remedies the Australian Consumer Law gives you. Nothing in this policy limits them.
• In addition, we offer a refund of your first membership fee if you ask within 14 days of paying it (section 3), and a refund of an automatic renewal if you ask within 7 days of being charged (section 4).
• Outside those cases, fees for a term that has begun are not refundable for a change of mind.
• If you live in the EU or EEA you have a 14-day right of withdrawal (section 7).

Examples of a failure we will remedy: a membership benefit we advertised and did not provide; a paid event or workshop we cancel or materially change; a double charge or a charge for an amount you did not authorise; or a significant reduction in your core membership benefits during a paid term.

You do not need to use the voluntary processes in sections 3 and 4 to claim these remedies, and they apply even if the 14-day or 7-day windows have passed. When a remedy is a refund, we calculate it on the unused portion of the term, from the date of the failure, and we do not deduct fees or charges for the refund itself.

This refund is in addition to your statutory rights. If you are a new member, you may ask for a full refund of your first membership fee within 14 days after the date of that payment, if you have not:

• attended a members-only event or workshop; or
• voted at a General Meeting of the Association.

If we refund your first fee, your membership ends on the date we process the refund. If you rejoin later, the fee then published for your class applies. Founding Member pricing is not preserved after a refund, because it was available only to those who registered by the published cut-off date.

If your membership renewed automatically and you did not want it to, ask for a refund within 7 days after the renewal payment. We will refund the renewal fee in full if you have not attended a members-only event or voted at a General Meeting since the renewal date.

If we did not send the renewal reminder described in section 5 of the Terms, or the reminder did not state the correct amount, we will refund the renewal fee in full whenever you ask, within a reasonable time after the charge, and treat that as a failure on our part.

Subject to sections 2, 3, 4 and 7, and to anything else the law requires, we do not refund:

• the fee for a membership term that has started, because you changed your mind, no longer need the membership, or did not use the benefits;
• the unused part of a term after you cancel, because cancellation takes effect at the end of the paid term;
• the fee paid by a member who is suspended or expelled by the Management Committee after the process in clauses 9A to 9D of the Rules, as provided in clause 9C(4) of the Rules, except where the Australian Consumer Law or another law requires otherwise or the decision is set aside on appeal, in which case we will refund or credit the period of the suspension or expulsion; and
• bank, card or currency conversion charges applied by your own financial institution.

• If we cancel an event or workshop, or change its date, content or format so materially that it no longer meets your reasonable needs, you can choose a full refund or a transfer to a later event.
• If you cannot attend, you may transfer your ticket to another person up to 48 hours before the event by telling us or the ticketing platform. We offer a refund for change of mind only where the event listing says so.
• Tickets sold through third-party platforms (for example Eventbrite or Humanitix) are processed by that platform. Its refund tools and terms apply in addition to this policy, and we will honour the refund rights described in this policy and in the event listing.
• For advisory, training or consulting services supplied under a separate written agreement, the refund and cancellation terms of that agreement apply, together with sections 2 and 7 of this policy.

This section applies if you are a consumer (you are buying wholly or mainly for personal, non-business use) who lives in a member state of the European Union or European Economic Area, and we have directed our services to you. Business customers are not covered.

• You may withdraw from your purchase without giving any reason within 14 days after the day the contract is made.
• To withdraw, tell us clearly by email or through our contact form (you may use the model withdrawal form below or any clear statement) before the 14 days end.
• We will refund all payments, using the same payment method, without undue delay and within 14 days after we receive your notice, and we do not charge you for refunding.
• If you asked us to begin the service during the 14 days (for example by activating your membership immediately), you must pay a proportionate amount for what has been provided until you told us you were withdrawing. If the service is fully performed within the 14 days at your express request and with your acknowledgement that you lose the right of withdrawal, the right ends once it is completed.

This section applies in addition to sections 2 to 6 and gives you the more favourable outcome where it differs. You may also contact your national consumer authority.

1. Contact us through the contact form or by email to privacy@wahub.ai, with your name, the email on your membership or ticket, the date and amount of the payment, and which section of this policy you rely on.
2. We will acknowledge your request within 5 business days and decide it within 10 business days, and we will give you reasons if we decline.
3. We pay approved refunds to the original payment method through Stripe, in Australian dollars, in full (we do not deduct payment processing fees). The refund is usually shown by your bank within 5 to 10 business days after we process it.
4. Where the payment included GST, we issue an adjustment note or credit note for the refund.

Please contact us before disputing a payment with your bank, so we can fix a genuine problem quickly. This does not affect your right to dispute an unauthorised or incorrect charge with your card issuer.

Cancel at any time by contacting us as described in section 8, or by written notice to the Association’s Secretary. We will confirm in writing within 5 business days. You keep your benefits until the end of the paid term and will not be charged again. Cancel before the renewal date in your reminder email to avoid the next charge. If you cancel after being charged, sections 2 to 4 and 7 may apply.

Questions or complaints about a refund: contact us or write to PO Box 8400, South Perth WA 6151. If you are not satisfied with our response, see section 17 of our Terms of Service for dispute resolution and regulator contacts. Nothing in this policy limits your rights under the Australian Consumer Law or the law of the country where you live.