Refund Policy

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This policy forms part of our Terms of Service.

1. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that they are supplied with due care and skill and are fit for the purpose we promote them for. For a major failure you are entitled to cancel and receive a refund for the unused portion, or to compensation for the reduced value. For a failure that is not major, we may choose to fix the problem within a reasonable time. Nothing in this policy limits those rights, or the mandatory consumer rights of your own country.

2. How credit works

You top up a prepaid balance in US dollars. When you confirm a chapter, its price is held. When the chapter is delivered, the held amount is charged. Every top-up, hold, charge, release and refund appears in the ledger on your Billing page.

3. Automatic releases (no request needed)

• We fail to deliver. If production fails or we cannot deliver a chapter, the held amount is released to your balance automatically.
• You cancel before production starts. If you cancel a chapter while it is still queued, the held amount is released immediately.

4. Problems with a delivered chapter

If a delivered chapter has a significant defect, for example large parts of the text are missing, lines are attributed to the wrong character throughout, or the audio is corrupted or unusable, contact us within 14 days of delivery at support@everyonereader.com with the chapter reference. We will, at your choice where the law entitles you to choose:

• re-produce the chapter at no charge; or
• refund the charge to your balance or, on request, to your original payment method.

Isolated mispronunciations or performance choices are normal for synthetic narration and are generally fixed by regenerating the affected lines, which is free once our editor is available.

5. Unused credit

• You may request a refund of unused credit from a top-up within 14 days of that top-up. We refund it to the original payment method.
• Credit does not expire. After 14 days, unused credit stays in your account for future chapters, and you can still request a refund if we materially change the Service, increase prices, or close your account for reasons other than your breach, or if the law requires it.
• If we close your account for your breach of the Terms (including copyright infringement), we refund unused credit less any amount you owe us, for example for chargebacks or our costs of dealing with the breach, to the extent the law allows.

6. What we do not refund

Except where the law requires otherwise:

• chapters delivered as described, where you have simply changed your mind;
• chapters removed because of a copyright complaint or a breach of our Terms; and
• promotional or bonus credit.

7. How to request a refund

Email support@everyonereader.com from your account email address with the payment or chapter reference shown on your Billing page. We aim to reply within 2 business days. Approved refunds to a payment method are issued through our payment provider, Creem, and usually arrive within 5–10 business days depending on your bank.

8. Chargebacks

Please contact us before disputing a payment with your bank; we can usually resolve problems faster. If a payment is charged back, we may suspend your account until the dispute is resolved and deduct the disputed amount from your balance.