Legal
Refunds and cancellation.
What happens when you want to stop, and when you get money back. Your rights under Australian Consumer Law sit above everything on this page.
1. Your rights come first
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service has a major problem — it is substantially unfit for its purpose, or would not have been bought by a reasonable person who knew the full extent of the problem — you can cancel and get a refund for the unused portion, or ask for compensation for the drop in value. If the problem is minor, we will fix it within a reasonable time, at no cost to you.
Nothing on this page limits those rights. Where this policy and the Australian Consumer Law disagree, the law applies.
2. Advisor subscription
Cancel any time. Use the billing portal in your account, or email us. There is no cancellation fee and no notice period.
- Your plan keeps working until the end of the month you have already paid for.
- We do not charge you again after you cancel.
- We do not pro-rate a partial month by default — you keep the access you paid for instead.
- If you cancel within 48 hours of your first payment and have not meaningfully used the service, email us and we will refund it in full. No argument, no form.
If a renewal charge caught you by surprise — you meant to cancel, you did not use the new period — tell us. We would rather refund it than keep money you did not intend to spend.
3. Energy (⚡) you have bought
Energy is a prepaid balance you spend on our AI services.
- Unused Energy is refundable within 14 days of purchase if you have not spent it. Email us and we will refund the unspent portion.
- Energy already spent on delivered analysis is not refundable, unless the consumer guarantees in clause 1 apply.
- We do not charge account-keeping, inactivity or balance-enquiry fees.
- If any expiry period applies to Energy you buy, we tell you on the purchase screen before you pay.
4. Expert time (human hours)
Human time is booked capacity, so timing matters — but we would rather reschedule than charge you for a session that did not happen.
- More than 24 hours notice: reschedule or cancel free, with a full refund of anything prepaid.
- Less than 24 hours notice: we will reschedule you once at no charge. After that, prepaid time for the missed session may be retained.
- If we cancel or cannot make it: you choose — full refund, or a rescheduled session.
- Unused hours in a prepaid block are refundable for 90 days from purchase.
Your first consultation with a person is free. There is nothing to refund on it, and nothing to cancel except the calendar entry.
5. Packaged advisory work
For fixed-price pieces such as an Opportunity Review or a Validated Business Analysis:
- Before work starts: full refund.
- After work starts, before delivery: refund of the portion not yet performed. We will show you what was done and what it cost.
- After delivery: if the work does not meet the scope we agreed, tell us within 14 days and we will revise it. If it still does not meet the scope, the consumer guarantees in clause 1 apply.
6. Build engagements
Project work runs on a written scope agreed before the project starts. That document sets out the milestones, what happens if either side ends the engagement early, and how anything already paid is treated. It is written to sit alongside this policy, not to override your consumer guarantees.
7. How to ask
Email admin@bixso.ai. Tell us what you bought and what went wrong — you do not need a form or a particular wording.
- We acknowledge within 2 business days.
- We decide and tell you why within 10 business days.
- Approved refunds go back to your original payment method, normally within 5 business days.
8. Change of mind
Australian Consumer Law does not require a refund simply for a change of mind. In practice we usually give one anyway when little or nothing has been delivered — ask. What we will not do is pretend a genuine problem is a change of mind.
9. If you disagree with our decision
Reply and say so, and a human will look at it again. You can also take the matter to the ACCC or your state or territory consumer protection agency (in Victoria, Consumer Affairs Victoria). We will not treat that as a reason to stop working with you.
10. Contact
Thanh Dao Pty Ltd · ABN 50 622 303 539 · Melbourne, Australia · admin@bixso.ai