Refund Policy

Our position

The Player Profile is a digital product delivered immediately after payment. Because the product is consumed instantly and cannot be “returned” in the traditional sense, we don’t offer the kind of automatic change-of-mind refund window you’d get with physical goods.

That said, we want every customer to be glad they bought. So:

14-day voluntary refund

If within 14 days of purchase you feel the report didn’t deliver useful value, email us at hello@traitloadout.com and ask for a refund. We’ll process it back to your original payment method, no questions asked, typically within 3 business days.

This is voluntary on our part — not a legal obligation under Australian law for digital goods delivered immediately. We offer it because we’d rather refund a dissatisfied customer than have them carry a bad experience.

Australian Consumer Law guarantees

Regardless of our voluntary 14-day offer, the Australian Consumer Law (ACL) provides separate, statutory consumer guarantees that we cannot exclude. Specifically, you are entitled to a remedy (which may include a full refund, repair, or replacement) if:

• The report has a major problem that cannot easily be fixed (e.g., the PDF cannot be opened, fundamental scoring error, completely fails to deliver what was described).
• The Service is not of acceptable quality — i.e., it fails to do what you would reasonably expect a personalised psychometric report to do.
• The Service does not match the description we provided of it on traitloadout.com.

These rights apply outside the 14-day window and cannot be waived. If you believe you’re entitled to a remedy under the ACL, contact us and we’ll resolve it.

What is not refundable under our voluntary policy

The voluntary 14-day refund does not apply to:

• Purchases made more than 14 days ago, unless there is a major problem covered by the ACL.
• Bulk team or B2B purchases of 10 or more seats — these are governed by the separately-signed agreement.
• Refund requests where the customer has redistributed, resold, or commercially used the report in violation of our Terms of Service.

How to request a refund

1. Email hello@traitloadout.com from the email address you used at checkout.
2. Include your order date and, if you have it, the Stripe receipt or order ID. We can find the record from your email alone but the order ID speeds it up.
3. Optionally, tell us what didn’t work for you. We won’t require a reason, but feedback genuinely helps us improve the product.
4. We’ll respond within 2 business days and, if approved, process the refund within a further 3 business days. Stripe usually returns funds to your card within 5–10 business days after we initiate the refund.

Payment-method specifics

All refunds are issued to the original payment method used at checkout via Stripe. We cannot issue refunds to a different card, account, or method. If your card has expired or been replaced, your bank will typically forward the refund to the replacement card automatically — contact your bank if it doesn’t arrive within 10 business days of our notification.

Chargebacks

If you initiate a chargeback through your bank or card issuer rather than contacting us, please email us in parallel — we can usually resolve directly faster than the chargeback process. Frivolous chargebacks where the customer hasn’t first attempted to contact us may result in a permanent block from purchasing again.

Contact

hello@traitloadout.com for all refund and ACL-related enquiries.