Legal
Refund Policy
Effective 20 August 2026 | Version 1.1
AAIS is committed to standing behind the quality of its work product. This Refund Policy describes how refunds are handled. It forms part of the AAIS Terms of Use and uses the same defined terms.
1. When refunds apply
Refunds are available under three tiers, each with its own trigger and timeframe.
System failure — automatic
A paid use does not produce an Output because of a system error, pipeline failure, or service outage attributable to AAIS. The use is automatically restored to your account. No action required.
Quality issue — report within 30 days
An Output is materially defective — for example, an incorrect policy wording is compared, a citation is fabricated, a clearly material issue is missed, or the Output is unusable for the broker workflow it was designed to support. After review, a full refund of the fee for that use, or restoration of the use credit (your choice).
Goodwill review — report within 14 days
You are dissatisfied with an Output for any other reason. Reviewed case-by-case. We may, at our discretion, refund the fee, restore the use credit, or offer another remedy.
2. How to request a refund
To request a refund under Tier B or Tier C, email hello@agenticaiinsuranceservices.com with:
- The date and time of the use.
- The AAIS system used (Policy Comparison, Claims Advisory, etc.).
- A short description of the issue, including which part of the Output is defective or unsatisfactory.
- Any supporting information that helps us understand the issue (for example, the source documents you submitted or the section of the Output you are concerned about).
Tier A refunds are processed automatically — you do not need to contact us, although you may do so if a system-error refund does not appear in your account within a reasonable period.
3. Our response timeframes
We aim to:
- Acknowledge your refund request within five business days of receipt.
- Resolve your refund request within thirty calendar days of receipt.
Where a refund is approved, it will be processed through the original payment method. Payment-processor timeframes for the refund to appear on your statement are outside our control.
4. What is not covered
Refunds are not available where:
- The Output is fit for the broker workflow it was designed to support but you have used it for a purpose outside that scope.
- The issue you raise arises from the quality, completeness, or accuracy of the source materials you submitted to AAIS, rather than from AAIS itself.
- You have already used the Output in a client-facing way and the request is brought outside the relevant timeframe in section 1.
- The use was provided to you free of charge (for example, as part of a free trial or a public free tool).
5. If you are not satisfied with the outcome of your refund request
If you are not satisfied with how we have handled your refund request, you may escalate the matter:
- Fair Trading in the State or territory where you live.
Nothing in this Refund Policy limits any rights you have under the Australian Consumer Law or any other law that cannot lawfully be excluded.