Refund & Cancellation Policy
This Refund & Cancellation Policy applies to paid services offered by [ail_legal field=”name”] through [ail_legal field=”site_name”]: featured profiles and cover stories, advertising and sponsored content, and any other service set out in a written proposal or invoice. Reading the website and its digital editions is free; nothing in this policy affects your statutory rights under the Consumer Protection Act, 2019.
1. How payments work
We do not take card or wallet payments through this website. Paid services are confirmed in writing and paid by bank transfer or another method stated on the invoice. The invoice and proposal form the agreement; where they set different terms from this policy, the invoice and proposal prevail.
2. Cancelling a paid feature or advertisement
- Before editorial or design work begins: you may cancel and receive a full refund of any amount paid, less bank charges actually incurred.
- After work has begun but before publication: we refund the amount paid less the value of work completed (interviews, writing, design, photography), which we will itemise for you.
- After publication or delivery of the final files: fees are non-refundable, because the service has been fully performed.
Cancellation requests must be made in writing using the form below or by email to [ail_legal field=”contact_email”]. The date we receive your request determines which stage applies.
3. Cancellation by us
We may decline or withdraw a feature at our editorial discretion, or if the information supplied proves inaccurate or the content would breach our Terms. If we cancel for reasons other than your breach, we refund the amount paid for work not yet delivered in full.
4. Errors and corrections
If we make a material error in a published feature (for example a wrong name, title or photograph), tell us within 14 days of publication. We will correct the digital edition free of charge. Where a correction is not possible, we will agree a partial refund proportionate to the error.
5. Digital editions and downloads
If we sell a paid digital edition or download, it is non-refundable once delivered or accessed, except where the file is defective and cannot be replaced within 7 working days.
6. How refunds are paid
Approved refunds are paid within 10 working days to the bank account from which payment was received. Refund amounts are stated inclusive of any GST refunded; we issue a credit note where required by law. We cannot refund to a different account or person.
7. Disputes
If you disagree with a refund decision, write to our Grievance Officer. We acknowledge complaints within 24 hours and aim to resolve them within [ail_legal field=”grievance_days”] days. This policy is governed by [ail_legal field=”jurisdiction”].
[ail_grievance_officer]
8. Request a refund or cancellation
Use the form below. Include your invoice or order reference so we can locate the payment. We reply from the address in Section 2.