1. Overview
EnvokeAI provides prepaid digital Ai Usage Credits, referred to as “Credits,” which customers may purchase to access and consume AI services on the EnvokeAI Platform are non-refundable once delivered, including for change of mind. This refund policy outlines the terms and conditions governing Credit purchases and refund eligibility.
2. Your Rights Under Australian Consumer Law
Under the Australian Consumer Law, you are entitled to a refund or remedy if a product or service:
- Has a major failure and cannot be fixed within a reasonable time
- Does not match the description provided at the time of purchase
- Does not perform as we stated it would
- Is of unacceptable quality
These rights apply regardless of any other terms in this policy. Nothing in this Refund Policy limits or
excludes your consumer guarantee rights under Australian Consumer Law.
Important: Where your consumer guarantee rights entitle you to a refund, EnvokeAI will provide one promptly and without requiring unnecessary delays
3. Platform Credits – Refund Conditions
Credits are subject to the following refund conditions:
- Scenario Refund Outcome
- Technical error prevents credit delivery
- Full refund issued
- Duplicate transaction charged
- Duplicate amount refunded in full
- Full refund considered on request
- Credits fully consume
- Not eligible for refund
- Change of mind after credits used Not eligible for refund
- Service materially fails to perform
- Refund issued under ACL rights
- Account terminated due to breach of Terms Not eligible for refund
Credit Expiration:
- Credits do not expire during an active subscription.
- Credits purchased as standalone purchases expire 12 months from the date of purchase unless otherwise stated at the time of purchase.
4. Situations Where a Refund Will Be Provided
EnvokeAI will issue a refund in the following circumstances:
- A verified technical fault on our platform prevented you from using Credits you paid for
- You were charged twice for the same transaction (duplicate billing)
- The Service materially failed to perform as described on our website at the time of purchase
- We made an error in billing (e.g., incorrect amount charged)
- Your consumer guarantee rights under Australian Consumer Law entitle you to a remedy
If you experience any of the above situations, please contact us promptly at contact@envokeai.com.au with your order details so we can resolve this quickly.
5. Situations Where a Refund Will Not Be Provided
Subject to your rights under Australian Consumer Law, refunds will not be provided in the following circumstances:
- You change your mind after purchasing Credits
- Credits have been partially or fully consumed through normal use of the Platform
- You were aware of any limitations of the service prior to purchase
- Your account has been suspended or terminated due to a breach of our Terms and Conditions
- Disruption or delay caused by third-party services (e.g., OpenAI, Twilio, ElevenLabs) outside our control
Note: Even in the above situations, if you believe you have a valid consumer guarantee claim under Australian Consumer Law, please contact us and we will assess your case fairly.
6. How to Request a Refund
To request a refund, please follow these steps:
Step 1 — Email us at contact@envokeai.com.au with the subject line: “Refund Request – [Your Account Email]”
Step 2 — Include the following information in your email: Account Email]”
Required Information /Details to Provide
- Full name
- Your registered account name
- Account email address
- Email used to register with EnvokeAI
- Order or invoice reference Found in your account dashboard or receipt
- Date of purchase Date the transaction was made
- Amount paid Amount in AUD
- Reason for refund request. A clear description of the issue
- Supporting evidence (if applicable)Screenshots, error messages, or relevant documentation
Step 3 — We will acknowledge your request within 2 business days and advise you of the outcome within 5 business days.
Step 4 — If approved, your refund will be processed to your original payment method within 5–10 business days.
7. Refund Processing
To request a refund, please follow these steps:
- Approved refunds will be returned to the original payment method used at the time of purchase.
- EnvokeAI does not issue refunds via cash, cheque, or alternative payment methods.
- Processing times may vary depending on your financial institution.
- Typically, refunds appear within:
- Credit/debit card: 5–10 business days
- Bank transfer: 3–7 business days
If you have not received your refund within 10 business days of receiving our approval confirmation, please contact your bank or payment provider first. If the issue persists, contact us at contact@envokeai.com.au.
8. Disputes and Escalation
If you are not satisfied with our response to your refund request, you may escalate your complaint through the following channels:
- Submit a formal complaint via our Complaints Policy at
www.envokeai.com.au
- Contact the Australian Competition and Consumer Commission (ACCC) at
www.accc.gov.au
- Lodge a complaint with your state or territory consumer protection agency
- Seek mediation or lodge a claim with the relevant small claims tribunal in your state or territory
We are committed to resolving all disputes fairly and in good faith. Our team will always endeavour to reach a reasonable outcome.
9. GST
All prices on the EnvokeAI Platform are displayed in Australian Dollars (AUD). Where applicable, refunds will be issued inclusive of GST consistent with the original purchase amount.
10. Changes to This Policy
EnvokeAI reserves the right to update this Refund Policy at any time.
Changes will be published on our website with an updated effective date. Continued use of the Platform following notification of changes constitutes your acceptance of the revised policy.
For refund requests, the policy in effect at the time of your purchase will apply.
11. Contact
For all refund and cancellation enquiries, please contact:
