Refund and Cancellation Policy

The WOW Factor — thewowfactor.earth

Average AF Pty Ltd · ABN 24 647 769 579 · ACN 647 769 579

Version 1.0 · effective 15 October 2026

1. The short version

Nothing in this policy takes away your rights under the Australian Consumer Law. If something is faulty, not as described, or doesn’t do what we said it would, you have rights that no policy can remove.

2. Memberships and subscriptions

2.1 Cancelling

Cancel any time from Account → Membership. No notice period, no fee, no phone call.

• Your membership runs to the end of the period you’ve paid for, then stops.
• You keep full access until then.
• We don’t refund part-months. You’ve had the month.
• You won’t be charged again.

2.2 Changing plans

• Upgrading takes effect immediately, charged pro-rata for the rest of your period.
• Downgrading takes effect at the end of your current period. No refund of the difference.

2.3 If you’re in a free period from a coupon

Cancelling ends the free period. It doesn’t convert to a refund and it can’t be resumed later.

2.4 When we will refund a subscription

• Charged after you cancelled — full refund.
• Charged twice for the same period — full refund of the duplicate.
• Charged for a tier you didn’t have access to — refund of the difference, or the full amount if you had no access at all.
• An error on our side — full refund.

Email [email protected] with your account email and what happened. We’ll respond within 5 business days.

2.5 Changed your mind

Memberships are paid monthly and cancellable any time, so we don’t offer cooling-off refunds beyond section 2.4. The monthly price is the cooling-off period — if it isn’t for you, cancel and you’ve lost one month.

2.6 If we close your account

• Closed for breaching our terms — no refund.
• Closed because we stopped offering the service — refund of the unused part.

3. Merchandise from our store

3.1 Change of mind

Within 14 days of delivery, if it’s unworn, unused and in resaleable condition with tags attached.

• Email [email protected] first — don’t send anything back before we reply.
• You pay return postage for change of mind.
• Refund to your original payment method within 5 business days of us receiving it.
• Original postage isn’t refunded.

3.2 Faulty, damaged or wrong item

This is different, and your rights are stronger.

Under the Australian Consumer Law you can choose a refund, replacement or repair where there’s a major problem. Where it’s minor, we may repair or replace first.

• We pay return postage.
• No time limit beyond what’s reasonable for that kind of item.
• Send a photo to [email protected] and we’ll sort it.

3.3 Not delivered

Tell us if it hasn’t arrived within 14 days of dispatch. We’ll trace it, and replace or refund.

3.4 What we can’t refund

Gift cards, and anything made or personalised to order, unless faulty.

4. Events — the host refunds you, not us

We are not the ticket seller. Where an event is paid, the host takes your money and the host refunds it.

• The host’s cancellation terms are in the listing. Read them before booking.
• If the host cancels, you get a full refund from the host.
• If you cancel, the host’s published terms apply.
• Australian Consumer Law guarantees apply to what the host sells.

If a host won’t refund you when they should, email [email protected]. We can’t take money from a host, but we can remove the listing, remove the host, and we want to know. This is one of the main reasons we’d remove someone.

See also our Event Booking Terms.

5. Member listings and the Member Exchange

Buying from a business listed in our directory means your contract is with that business. Their refund terms apply, and Australian Consumer Law guarantees apply to them.

We don’t take your payment, hold stock, arrange delivery or step into a dispute. Tell us if a listed business behaves badly — we can remove a listing.

6. Chargebacks — please talk to us first

If you ask your bank to reverse a payment before contacting us, we may suspend your account while it’s investigated.

It’s faster to email us. Most issues are a billing error we’ll fix the same week.

7. How to ask for a refund

Include your account email and the order or invoice number. We respond within 5 business days and refund to the original payment method within 5 business days of agreeing.

8. If you’re not happy with our answer

Email us again and say so — it’ll be looked at by someone else.

If we still can’t resolve it, you can contact the consumer protection agency in your state or territory, or the Australian Competition and Consumer Commission at accc.gov.au.

Average AF Pty Ltd trading as The WOW Factor
[email protected] · [email protected] · 0428 834 944

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law.