Refund policy

Models requested from a free account are free, including the Excel download, so there is nothing to pay for them and nothing to refund. If a model is not what you needed, ask for changes from its page and we will look at what we can do.

Some things may be charged, such as an optional feature in your account. We always show you the price and ask for your agreement before anything is charged, and payments are taken by our payment provider, Stripe.

• If we charged you by mistake or twice, we refund the extra charge in full.
• If something you paid for up front cannot be done, for example because the information it needs is not available, we refund what you paid for it.
• Once paid work has been done, it is not refunded because you changed your mind.
• A subscription can be cancelled at any time in your account. Cancelling stops it straight away; the current period is not refunded.

If you paid for a model and it is not what you needed, tell us within 30 days of paying:

• On your model’s page (its private link, or the model’s Feedback and updates tab in your account), say what is wrong and what it should look like. Examples help: a model you like, a screenshot or a sketch.
• One claim per model. You keep the model while we look at it.
• If we approve the claim, we refund what you paid for the model and build the improved model for you as well.
• We approve claims where the model misses something your documents or description asked for, models a standard feature of your industry too crudely, or gets the structure of the business wrong.
• We decline claims for changes you can make yourself (such as a currency, units or an input value), for a different business than the one you described, or for bespoke formatting or advice. We always tell you why.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Anything on this page is in addition to these rights, not instead of them.

• Email chiefmodeller@thefinancialmodeller.com with your request reference (it starts with j_), or use your model’s page.
• Approved refunds go back to the card you paid with, through Stripe. They usually appear within 5 to 10 business days.
• The business that provides the service is The Financial Modeller (ABN 49 227 236 327); contact us at the email address above.