Refund Policy (draft)

1. About this policy

This policy puts every refund rule on Astry in one place. It is part of our Terms and Conditions.

Your consumer rights come first. Lessons and resources come with guarantees under the Australian Consumer Law that can’t be excluded. If something has a major problem, you are entitled to a refund or replacement, and to compensation for other reasonably foreseeable loss. Nothing in this policy limits those rights.

2. Today: card payments are off

Card payments are not switched on yet. Until they are, you pay tutors and sellers directly and Astry never holds your money, so a refund has to come from the tutor or seller you paid. The rules below still describe what is fair, and we will step in if someone breaks our Terms, but we can’t make a refund of money we never received.

3. Lessons: cancellations and no-shows

Once card payments are on, this is what happens to the money for a booked lesson:

“The day before” is a calendar day, so for a lesson on a Friday, free cancellation ends at the end of Wednesday. A lesson is paid out to the tutor once both sides mark it complete, so please raise a problem before you mark a lesson complete.

“Lesson price” means what the lesson was charged at, after any referral discount. Astry keeps no share of a cancellation or no-show payment: all of it goes to the tutor.

4. Resources

• Not as described, faulty or won’t open. Report it and we will refund you if we agree. When a resource is refunded, your access to it ends.
• Copies someone else’s work. If a resource is removed under our Copyright Policy, buyers who paid for it are refunded.
• Changed your mind. Because a download can’t be given back, we don’t normally refund a resource once you have opened or downloaded it just because you changed your mind. This doesn’t affect your consumer rights when something is wrong with it.

5. Astry’s fees

Whenever a lesson is cancelled or reported as a no-show, or a lesson or resource is fully refunded, the service fee and video-call fee you paid are refunded too. A partial refund for a lesson that went ahead is decided case by case.

6. How to ask for a refund

1. Talk to the tutor or seller first, in chat. Many problems are sorted out quickly that way.
2. If that doesn’t work, open a ticket from Support or email hello@astry.com.au. Say which lesson or resource it is and what went wrong, and attach anything that helps.
3. We look at both sides, may ask questions, and tell you what we decide and why.

Please tell us within 30 days of the lesson or purchase, while it can still be looked into properly. This is a request, not a time limit on your consumer rights.

Refunds go back to the card you paid with. Your bank may take a few business days to show them.

7. Chargebacks

Please ask us before asking your bank to reverse a payment. A chargeback takes much longer than a refund, and we can usually sort out a problem faster.

If you do ask your bank for a chargeback:

• we may give the bank our records of the lesson or purchase;
• we may pause the lesson booking or your access to the resource while it is looked at;
• if you get money back from both us and your bank for the same thing, you agree to repay one of them, and we may recover it from you;
• a chargeback made for something that was delivered as agreed is a breach of our Terms.

8. For tutors and sellers

When money goes back to a student or buyer after you have been paid, our Tutor and Seller Agreement explains how it is recovered. Astry bears the cost when a refund was our mistake.