1. Overview
At SustainaLife, we are committed to providing high-quality educational programs and resources. We want you to feel confident in your purchase. This Refund Policy outlines the circumstances under which refunds are available, the process for requesting a refund, and your rights under Australian Consumer Law.
This policy applies to all program purchases made through our website at https://marginbear.world.
2. 14-Day Satisfaction Period
We offer a 14-day satisfaction period on all program purchases. If, within 14 calendar days of your purchase date, you are not satisfied with your program for any reason, you may request a full refund.
To be eligible for a refund under the 14-day satisfaction period:
- Your refund request must be submitted within 14 calendar days of the original purchase date;
- You must contact us using the details provided in Section 7 of this policy;
- You must provide your name, email address used for the purchase, and order confirmation number.
We do not require you to provide a reason for your refund request under the 14-day satisfaction period, although we welcome feedback to help us improve our programs.
3. Refunds After the 14-Day Period
After the 14-day satisfaction period has expired, refunds will generally not be available except in the circumstances described below or as required by Australian Consumer Law.
3.1 Technical Issues
If you are unable to access your purchased program due to a technical issue on our end that we are unable to resolve within a reasonable timeframe, you may be entitled to a full or partial refund.
3.2 Significant Difference from Description
If a program is significantly different from its description on our Website, you may request a refund by contacting us and providing details of the discrepancy.
3.3 Australian Consumer Law
Our programs come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Refund Policy limits or excludes your rights under Australian Consumer Law.
4. Non-Refundable Circumstances
Refunds will not be provided in the following circumstances (except where required by Australian Consumer Law):
- Requests made after the 14-day satisfaction period has expired (except as described in Section 3);
- Change of mind after the 14-day satisfaction period;
- Failure to read the program description before purchase;
- Dissatisfaction with the educational nature of the content (our programs are educational and do not provide personalised advice or guaranteed outcomes);
- Technical issues caused by your own device, internet connection, or software;
- Purchases made using promotional codes or discounts, unless the program fails to meet the description or there is a major failure.
5. How to Request a Refund
To request a refund, please contact us using the following details:
- Email: contact@marginbear.world
- Phone: +61 481 307 778
- Post: SustainaLife, 63 Mason St, Maroubra NSW 2035, Australia
Please include the following information in your refund request:
- Your full name;
- The email address used for the purchase;
- Your order confirmation number;
- The date of purchase;
- The reason for your refund request (optional for 14-day period, required for other circumstances).
We will acknowledge your request within 2 business days and aim to process all eligible refund requests within 7 business days of acknowledgement.
6. Refund Processing
Approved refunds will be processed to the original payment method used for the purchase. The time for the refund to appear in your account will depend on your bank or payment provider, but is typically:
- Credit or debit card: 5–10 business days;
- PayPal or other digital wallets: 3–5 business days.
We are not responsible for delays caused by your bank or payment provider. If you have not received your refund within the expected timeframe, please contact your bank before contacting us.
Upon approval of a refund, your access to the purchased program will be revoked.
7. Chargebacks
We encourage you to contact us directly to resolve any issues before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first contacting us may result in the suspension of your account and access to our programs.
We will cooperate fully with any chargeback investigation and provide all relevant documentation to your bank or payment provider.
8. Changes to This Policy
We reserve the right to update this Refund Policy at any time. When we make material changes, we will update the "Last updated" date at the top of this policy. Changes will not affect refund requests submitted before the effective date of the updated policy.
9. Contact Us
If you have any questions about this Refund Policy or wish to submit a refund request, please contact us:
- SustainaLife
- 63 Mason St, Maroubra NSW 2035, Australia
- Phone: +61 481 307 778
- Email: contact@marginbear.world
For consumer rights enquiries, you may also contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or NSW Fair Trading at www.fairtrading.nsw.gov.au.