Refund Policy

Your rights under Australian law

Nothing in this document excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Nothing in these terms limits any mandatory consumer rights or protections that apply to you under the laws of the place where you live.

In plain terms: if Kematra is not fit for the purpose we described, is not of acceptable quality, or does not match how we described it, you are entitled to a remedy — and for a major problem that includes a refund. We cannot contract out of that, and we will not try to.

If you think that is your situation, email us and say what went wrong. We would rather fix it or refund it than argue about it.

Change of mind — 14 days

If you change your mind within 14 days of subscribing, or of renewing, tell us and we will cancel and refund you in full. You do not have to give a reason, and it does not matter how much you used it in that time.

We give this to everyone, wherever you live. Students in the UK and the EU have a statutory right to withdraw within 14 days; rather than work out who is entitled to what, we offer the same thing to everybody — so you never need to know which rules apply to you in order to get your money back.

After 14 days, subscriptions are not automatically refunded simply because you changed your mind or did not use it. Cancelling stops the next charge and you keep what you paid for until the period ends. The free plan is also there so you can see whether Kematra suits you before paying anything.

When we will refund anyway

We may give a refund, a partial refund, or extra time on your account, at our discretion, where it is the fair thing to do. In practice that includes:

• you were charged twice, or charged after cancelling
• the service was substantially unavailable for a meaningful part of what you paid for
• you subscribed by accident and tell us promptly
• a child subscribed without the account-holder's knowledge

Extra time on your account is sometimes the better remedy than money back, and we will offer you the choice where both make sense.

A refund never removes your study data. Your subjects, topics, results and history are yours and stay yours, whatever happens to the payment. We do not claw back what you have already done.

How to ask, and how long it takes

Email support@kematra.com from the address on your account, and tell us what happened. You do not need to use particular words or fill in a form.

We aim to reply within a few days. Approved refunds go back to the card that paid, through Stripe; how quickly it appears is up to your bank, and is usually a few business days.