Refund, Cancellation and Support Policy

PrepMate does not provide refunds simply because a customer changes their mind.

Examples include where a customer:

• decides they no longer want the service
• changes career direction
• obtains another job before using the service
• decides not to attend
• fails to use a purchased digital product
• purchases the wrong product without first reviewing its description
• finds a similar service elsewhere
• no longer requires interview preparation
• does not achieve the employment outcome they expected

Nothing in this policy excludes rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

A refund is not provided merely because a customer:

• does not receive an interview
• is unsuccessful at interview
• does not progress to another interview stage
• does not receive a job offer
• does not obtain a particular salary
• receives negative employer feedback

Employers make their own hiring decisions and PrepMate cannot control those decisions.

Customers should attend at their booked time.

Where a customer contacts PrepMate more than 12 hours before the scheduled session, PrepMate may permit one reschedule to another available time.

The new booking is subject to availability.

A reschedule is not a refund.

Further rescheduling may be refused or allowed at PrepMate's discretion where reasonable.

Where a customer cancels or requests a change within 12 hours of the scheduled session, PrepMate is not ordinarily required to provide a change-of-mind refund or replacement session.

PrepMate may offer another time in exceptional circumstances at its discretion.

This does not affect rights arising from a failure by PrepMate to comply with an applicable consumer guarantee.

If a customer fails to attend a booked session without reasonable notice, the session may be treated as used.

No change-of-mind refund is provided for a no-show.

If exceptional circumstances exist, the customer may contact PrepMate and we may consider an alternative arrangement at our discretion.

If a customer joins late, the session will ordinarily still finish at the originally scheduled time.

PrepMate is not required to extend the session where the delay was caused by the customer.

If PrepMate cannot reasonably provide a booked session at the agreed time, we will seek to arrange a suitable replacement time.

If PrepMate cannot provide the purchased service within a reasonable period and another appropriate remedy is not available, any rights and remedies available under applicable law continue to apply.

Customers who complete an eligible live 1-on-1 Interview Prep session receive 7 calendar days of reasonable follow-up support after the session.

This may include brief:

• follow-up questions
• clarification
• advice relating to the interview discussed
• guidance connected with material covered during the session

The support does not include:

• a second full session
• unlimited messaging
• ongoing consulting
• preparation for multiple unrelated interviews
• complete resume rewriting
• recruitment services
• extensive document creation

PrepMate may reasonably determine whether a request falls within the original service scope.

The support period does not pause or extend because the customer chooses not to use it.

This support is an additional benefit and does not replace statutory consumer rights.

PrepMate digital products may include prerecorded content, guides, templates, frameworks, checklists and online resources.

Because digital products can be accessed or delivered immediately, PrepMate does not provide change-of-mind refunds once access or delivery has been provided.

A customer is not entitled to a change-of-mind refund merely because they:

• did not use the material
• did not finish the material
• no longer require it
• expected a particular employment outcome
• later purchased another product

This does not affect remedies available where a product fails to meet an applicable consumer guarantee.

If you believe there is a genuine problem with something you purchased, contact:

hello@prepmate.online

Please include:

• your name
• email used for purchase
• product or service purchased
• booking or transaction details where available
• a clear description of the issue

PrepMate may assess the issue before determining the appropriate remedy.

Where permitted by law and appropriate to the nature of the problem, PrepMate may first seek to correct, re-supply, restore access to or otherwise remedy the issue.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.

This policy relates primarily to PrepMate's voluntary change-of-mind policy and does not remove statutory rights.

If you believe a payment was made incorrectly or there is a problem with a purchase, please contact PrepMate first so we can investigate the matter promptly.

Nothing in this section removes any lawful right you may have in relation to your payment provider.

PrepMate may update this policy for future purchases.

The current version will be published on prepmate.online with its updated date.

hello@prepmate.online