Refund Policy

Last updated: 20 August 2026

This policy explains our approach to refunds. It should be read together with our Terms & Conditions. Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law or other applicable law that cannot lawfully be excluded, restricted, or modified.

1. Your consumer guarantee rights

Where applicable law gives you a right to a refund, repair, or replacement that cannot lawfully be excluded — for example, where the service we provide is not delivered with acceptable care and skill, or is not fit for the purpose you told us about — nothing in this policy limits that right. This policy describes our approach to refund requests generally, in addition to, and without limiting, those rights.

2. Our general approach: purchases are final

Purchasing a Challenge is purchasing access to attempt a simulated performance evaluation (or, for Instant Funded, immediate Funded status) against disclosed rules — not a guarantee of a particular outcome. Because of this, Challenge purchases are generally final and non-refundable once made, except where:

- a specific StakeSteps policy (including the Challenge-fee refund benefit described in section 3 below) expressly provides otherwise; - we determine, in our discretion, that a refund, credit, or other remedy is appropriate in the circumstances; - a duplicate or erroneous transaction, or a genuine technical issue on our part, is determined by us to warrant a remedy; or - a refund or other remedy is required by applicable law, including a right described in section 1 that cannot lawfully be excluded.

There is no general "change of mind" refund entitlement. In particular, none of the following, on its own, automatically entitles you to a refund:

- you change your mind after purchasing; - you decide you no longer want to participate; - you don't like the Challenge, or your own performance in it; - your Challenge Account fails a Rule Breach, or expires without meeting the progression criteria; - you misunderstand a rule that was clearly disclosed to you before purchase; - you don't use, or don't finish using, your Challenge Account; or - you lose access to your Challenge Account because of your own prohibited conduct (see section 14 of our Terms & Conditions).

This is not an absolute rule that a refund is never available — see section 2 above and section 6 (How we consider a refund request) below. We retain discretion to consider a refund, credit, or other remedy in circumstances we consider genuinely warrant one, even where this policy doesn't otherwise entitle you to one.

A restart at 50% of your original purchase price is available for a failed or expired Challenge Account — see our Challenge Rules page — but a restart is a separate product from a refund and purchasing one does not entitle you to a refund of your original purchase.

3. Challenge-fee refund benefit

If you purchased an eligible Standard or Pro Challenge, pass its Evaluation Phase(s), and your resulting Funded Account successfully receives its first qualifying Reward, we refund your original Challenge fee. This benefit does not extend to Instant Funded purchases, and does not include the price of the 100% Reward Split add-on or any other add-on. See our Reward Policy (section 7a) for the full eligibility criteria — this is a distinct, performance-based benefit tied to reaching your first qualifying Reward, not a change to the general approach described in section 2.

4. Duplicate or erroneous transactions, and technical issues

If you believe you were charged twice for the same Challenge, or a technical issue on our part prevented your Challenge Account from being provisioned after you paid, contact support@stakesteps.com.au as soon as possible with your order reference(s). We investigate every genuine report of this kind, and where we determine a duplicate charge, erroneous transaction, or genuine technical failure on our part occurred, we will resolve it — which may include a refund, correcting the affected order, or another appropriate remedy.

5. Fraudulent payment, chargebacks, and payment disputes

If a payment dispute or chargeback is raised against your purchase, your affected Challenge Account is automatically placed under review while the dispute is resolved with our payment processor. If the dispute is resolved in our favour, your account is restored. If the dispute is resolved against us (for example, the payment is reversed), your Challenge Account is closed permanently, and you are not entitled to a further refund for the same purchase.

If we reasonably suspect a payment was fraudulent (for example, made with a stolen card), we may suspend or close the associated Challenge Account and decline to provide a refund, without limiting any other rights or remedies available to us.

6. How we consider a refund request

Where this policy doesn't already state a specific outcome, refund requests are considered by our support and finance team on a case-by-case basis, acting reasonably and taking into account the circumstances you raise with us. Contact us at support@stakesteps.com.au with your order reference and the reason for your request. Approved refunds are processed back to your original payment method.

7. Changes to this policy

We may update this Refund Policy from time to time. The version in force is the one published on this page, showing its last-updated date.