Last reviewed: June 2026
MASTERMED PTY LTD (ABN 43 686 310 556) is committed to customer satisfaction. This policy explains your statutory refund rights under the Australian Consumer Law, plus the voluntary change-of-mind guarantee we offer on top of them.
New accounts start with a free trial of a set number of practice sessions (the current allocation is shown when you sign up and on our pricing page). We do not collect payment details for the trial, it never converts to a paid plan automatically, and you are never charged unless you choose a plan and complete checkout yourself. There is nothing to cancel and nothing to refund during a trial.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If our service has a major failure, you are entitled to cancel and receive a refund — including a refund of the unused portion of any prepaid subscription — or to compensation for its reduced value. If the failure is not major, you are entitled to have it fixed within a reasonable time. These rights are not discretionary, do not expire after 14 days, and apply to renewal payments just as they apply to first payments.
On top of your statutory rights: if you change your mind for any reason, you may request a full refund within 14 days of your first payment. Outside this window, change-of-mind refunds (other than anything the Australian Consumer Law requires) are at our discretion.
Change-of-mind refunds are not available for renewal payments — please cancel before your billing date if you do not wish to continue, and your access will run to the end of the period you have paid for. This does not affect your Australian Consumer Law rights: if the service fails to meet a consumer guarantee during a renewed period, the remedies in section 3 apply to that renewal payment.
Email us at support@mastermed.com.au with the subject line "Refund Request" and include:
Refunds are processed within 5 to 10 business days and credited to the original payment method used at checkout.
Beyond your Australian Consumer Law entitlements — which are never discretionary — we may also offer goodwill refunds case-by-case for extenuating circumstances, such as illness or a cancelled exam sitting. If a subscription was purchased for a user under 18 without a parent or guardian's authorisation, contact us and we will work it out. Please reach out — a real person reads every request.
For refund inquiries, contact us at: support@mastermed.com.au
MASTERMED PTY LTD, 81-83 Campbell Street, Surry Hills NSW 2010, Australia.
