1. Refunds we issue automatically
AUSynth credits are deducted atomically. If any query or analysis fails before the file is delivered to you, the credits used are refunded automatically — no action needed. You'll see a matching refund transaction in your history ledger.
Examples we auto-refund:
- Engine or network failure during report generation.
- Empty result because the requested geography matched no data.
- Internal errors traced to our side.
2. Refunds you can request
Email support within 30 daysof purchase if any of the following apply:
- A download was successful but contained substantially wrong data (e.g. wrong geography returned, missing variables we promised).
- A purchased credit bundle was charged but credits didn't appear in your account.
- You were charged twice for the same purchase.
Include your account email and the receipt id or transaction date. We aim to respond within 2 business days. Approved refunds go back to the original payment method.
3. What we don't refund
- Unused credits on a working account after a change-of-mind purchase. Credits don't expire, so they remain available for future queries.
- Spend on a successful query that returned exactly what was requested but didn't suit your purpose. We strongly recommend using Preview before Download; preview shows the credit cost, available rows, and a 10-row sample at no charge.
- Statistical interpretation outcomes. We deliver data and reports accurately; how they fit your project is up to you.
4. Your statutory rights
Australian Consumer Law gives you guarantees that cannot be excluded by anything in this policy. In particular, you are entitled to a replacement or refund for a major failure (something that would have stopped you buying if you'd known about it in advance) and to compensation for any other reasonably foreseeable loss or damage.
Nothing in this policy limits those rights. If you believe you have a major-failure claim, contact us first; if we can't resolve it, the ACCC or your state consumer-protection body is the next port of call.
5. How to request a refund
Email support with:
- Your account email
- The transaction date and receipt id (visible on /history)
- A short description of what went wrong