Refund Policy
Last updated 30 July 2026
Reports are digital goods delivered instantly, so this policy explains exactly when credits or money come back to you.
Failed reports — automatic
If a report fails, times out, or never completes, the credits charged for it are returned to your balance automatically and a reversing entry appears in your transaction history. Anything stuck in progress for more than five minutes is refunded by an automated sweep.
Partial reports — automatic pro-rata
If some sections of a report can't be sourced, the report is marked partial, the missing sections are listed on the report itself, and the charge is pro-rated. You are only charged for what was delivered.
Unused credits
Unused credits purchased in the last 30 days can be refunded to the original payment method on request. Credits already spent on completed reports are non-refundable, because the report has been delivered.
Duplicate or incorrect charges
Duplicate charges, incorrect amounts, or charges you don't recognise are refunded in full. Email us with the transaction date and amount and we will investigate.
Data quality concerns
Demographic data is modelled, and estimates differ between providers. If you believe a report is materially wrong — not merely different from another source — send us the report reference and we will review it and refund the credits if the report is defective.
How to request a refund
Email billing@demographicsonline.com.au with your account email, the report or transaction reference, and what went wrong. Refunds to a card are issued through Stripe and typically appear within 5–10 business days.
Your consumer rights
Nothing in this policy limits your rights under the Australian Consumer Law or equivalent consumer protection law in your country.