Terms & Refund Policy

What you're purchasing

When you purchase a vacation care program through Cleo, you're commissioning a custom, AI-assisted program built specifically for your service. The program is reviewed by a qualified educator before delivery and delivered to your nominated email address within 2–5 business days of payment.

Refunds

Cleo operates in compliance with the Australian Consumer Law (ACL). Your rights under the ACL are not limited by anything in this policy.

• Before delivery: If you change your mind before your program has been delivered, contact us at programs@cleo.net.au and we'll issue a full refund.
• After delivery:Because your program is a custom digital product delivered to your email, we don't offer refunds on the basis of change of mind once it's been sent.
• Errors or quality issues:If your program contains significant errors, is missing key information you provided in your survey, or does not meet a reasonable standard of quality, contact us within 7 days of delivery. We'll either fix it at no charge or issue a full refund — your choice.
• One free revision:Every program includes one free revision request. If something isn't right, let us know and we'll address it.

Delivery timeframe

Programs are typically delivered within 2–5 business days. If your program hasn't arrived within that window, check your spam folder first, then contact us at programs@cleo.net.au.

Your data

Survey responses are used to build your program, and your contact email is used to deliver it and to reach out if we have questions about your survey. We don't sell your data. Some of it is processed by the service providers we use to run Cleo, including our AI provider in the United States. Our Privacy Policy explains who they are and what they receive.

Contact

For any questions or refund requests, email us at programs@cleo.net.au. We aim to respond within one business day.