Ask Austin Service, Cancellation and Refund Policy

DRAFT — PENDING LEGAL REVIEW. Version 2026-10-08-draft2. This draft has not been reviewed or approved by a lawyer and is not a statement that Ask Austin complies with any law. It applies only to purchases made after you accept it. Purchases made earlier keep the terms shown when you bought them.

1. Proposed general refund policy (draft)

All sales are final once your purchase is completed, except where applicable law or the payment provider's rules require otherwise. Change-of-mind refunds are not offered. If your purchased service is not delivered as promised, contact support for resolution, including a refund where appropriate. Apple processes refund requests for purchases billed through the App Store.

Exception decided by Austin — call cancellations: a call you cancel at least 24 hours before its start time is refunded in full, even though no reason is needed. This is the one exception to "Change-of-mind refunds are not offered." (Section 4).

Draft reconciliation, pending review: the other specific remedies below (late answers, declined requests, calls Austin cancels, double bookings) are part of what you buy and still apply. They are remedies for a service not delivered as promised, not change-of-mind refunds.

2. What happens if Austin is late (Message and Video)

• Austin has 24 elapsed hours after your payment is verified to answer, and 24 hours after a Message follow-up to answer it.
• If that time passes with no answer, a button in the chat lets you request a refund. You do not need to contact support first.
• Message and video purchases are billed by Apple. We cannot send money back to your App Store account ourselves: the refund is complete only when Apple processes it. To ask Apple directly, use reportaproblem.apple.com. The chat shows "Refund requested. Waiting on Apple. This is not complete yet." until Apple confirms.
• If Austin answers before you request a refund, the deadline remedy no longer applies to that answer.

3. If Austin declines a request

If Austin declines a paid message, video or call, a refund starts. For App Store purchases, Apple completes it (Section 2). For calls, Stripe completes it.

4. Calls: cancellation, rescheduling and missed calls

• You cancel at least 24 hours before the call: cancel from the booking in My chats. You get a full refund; no reason is needed (the exception in Section 1). The refund to your card starts automatically through Stripe and is complete when Stripe confirms it.
• You cancel less than 24 hours before the call: the call is canceled and is not refunded automatically. You can still contact support.
• Austin cancels: a refund starts automatically.
• Two people pay for the same time: if a time is no longer available when your payment is confirmed, your payment is refunded.
• Rescheduling: there is no reschedule button in the app yet. Contact support.
• Missed calls: (not yet decided in this draft)

5. Things that are not refunds

• Deleting your account does not refund a purchase. App Store refunds are handled by Apple.
• A Video does not include a follow-up, and a Message includes only one. A new question needs a new purchase.
• The service is baseball education. Disagreeing with Austin's advice, or not getting a result you hoped for, is not by itself non-delivery (see the Terms of Service, "No guaranteed results").

6. Payment providers and your other rights

• Apple (messages and videos): Apple decides App Store refund requests under Apple's rules. You can always ask Apple directly at reportaproblem.apple.com, whether or not you also contact us.
• Stripe (calls): card refunds go back to the card you paid with. Your bank or card issuer may also give you dispute rights.
• Nothing in this policy limits rights you have under applicable law or under the payment provider's rules.

7. Contact

Email Austin James Gauthier at support@getaskaustin.com (or use Help in the app) with the email you signed in with and the chat involved.