Refund Policy and 4th Quartile Guarantee

Which purchases are covered

The 4th Quartile Guarantee applies to all three CasperCoach plans purchased through caspercoach.com.au:

• 7-Day: $59 AUD, billed every 7 days
• 1-Month: $129 AUD, billed monthly
• 3-Month: $249 AUD, billed every 3 months

The free tier (5 practice scenarios, no payment) is not refundable because no purchase has occurred.

What you need to have done

The guarantee backs the CasperCoach program, so it applies when the program has actually been completed. By the time you make your claim, the CasperCoach account you purchased with must have:

• Completed the full Learning Videos course (every lesson watched).
• Completed at least 20 practice responses on the platform (typed or video, in practice or mock exams).

We verify both against your account activity when you claim.

How to claim a refund

1. Take the CASPer test through Acuity Insights (the official test provider) and wait for your results.
2. Within 7 calendar days of receiving your official CASPer score, email support@caspercoach.com.au with:
   • Your full name (matching your CasperCoach account)
   • The email address on your CasperCoach account
   • A screen recording of your official CASPer results page from Acuity Insights or Altus, in which you refresh the page live during the recording and your full name and quartile band (1st, 2nd, or 3rd quartile) stay visible. Screenshots or PDFs alone are not accepted.
3. We will review your claim, confirm the score document, and process your full refund to the original payment method within 30 business days of approval.

What is excluded

The guarantee does not cover:

• Refund requests made more than 7 calendar days after your official CASPer score was released.
• Claims from accounts that have not completed the full Learning Videos course or have fewer than 20 practice responses at the time of the claim.
• Refund requests made before you have actually taken the CASPer test and received an official score (we cannot verify a quartile that does not yet exist).
• Claims without the required screen recording, or where the recording does not show a live refresh, has been edited, or shows a name that does not match the account holder named at purchase.
• Refund requests where the score is in the 4th quartile. In that case the guarantee is satisfied and no refund is due.

For non-guarantee refund situations (for example, accidental purchase, duplicate charge, or a technical issue that genuinely prevented you from using the platform), email support@caspercoach.com.au within 7 days of purchase. We consider these case by case.

Your statutory rights

Nothing in this Refund Policy excludes, restricts, or modifies any consumer guarantees that apply to you under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). The 4th Quartile Guarantee is offered in addition to those statutory rights, not instead of them.

Contact

Questions about a claim or the policy: support@caspercoach.com.au.