Refund Policy
Booksite Org — operated by Graphican.com Pty Ltd (ABN 29 630 287 642, ACN 630 287 642)
Last updated: 17 September, 2026
1. Two Layers of Refund Rights
1.1 Layer 1 — Booksite's voluntary 14-day satisfaction guarantee. For any purchase made on the Platform (including author subscription fees and reader book purchases, as applicable), you may request a full refund within 14 calendar days of the purchase date, for any reason, no questions asked, provided:
the request is made via admin@booksite.org or in-app refund request within the 14-day window; and
for digital book purchases, we may (at our discretion) request confirmation that you have not attempted to circumvent Platform DRM/access controls to retain a copy after refund.
1.2 Layer 2 — Non-excludable Australian Consumer Law guarantees. Regardless of the 14-day window in clause 1.1, if a service or digital product you purchased through the Platform fails to meet a consumer guarantee under the ACL, you remain entitled to a remedy under the ACL (which may include a refund, replacement, or resupply) even after the 14-day window has passed, for as long as is reasonable having regard to the nature of the goods/services. Nothing in this policy limits, excludes, or attempts to contract out of these rights.
2. How Refunds Are Processed
2.1 Approved refunds are processed back to the original payment method via Stripe, generally within 5–10 business days, subject to Stripe's and the card issuer's own processing timelines.
2.2 Where a refund relates to a book purchase, the reader's access to the digital content will be revoked upon refund.
2.3 Where a refund relates to an author's subscription or platform fee, any Platform Fee (22%) already deducted from a since-refunded sale will be reversed proportionately; Booksite will not retain its fee on a transaction that has been fully refunded.
3. Subscription Cancellations
3.1 If Booksite introduces recurring subscription products, Users may cancel at any time via account settings, effective at the end of the then-current billing period, unless the 14-day voluntary guarantee in clause 1.1 applies to the most recent charge.
3.2 Cancelling a subscription does not automatically trigger a refund of the current billing period unless clause 1.1 or clause 1.2 applies.
4. Author-Side Considerations
4.1 Because Booksite operates a marketplace model where authors receive a share of sale proceeds (78% after the 22% Platform Fee), refunds directly affect author payouts. Authors acknowledge that:
sales are provisional until the 14-day refund window closes, and Booksite may hold a reasonable reserve against anticipated refunds/chargebacks (see [Terms of Service] clause 5.4);
excessive refund or chargeback rates on an author's content may trigger account review, additional reserve requirements, or suspension under the [Terms of Service].
5. Chargebacks — Booksite's Liability and Recovery Rights
5.1 Booksite's liability to Stripe. Under Booksite's Stripe Connect platform agreement, Booksite (as the platform account) — not Stripe, and not the individual author — is directly liable to Stripe for refunds, chargebacks, associated fines, and losses arising from negative balances on connected (author) accounts, including any chargeback fees and Stripe Radar screening fees.
5.2 Recovery from the responsible author. Where a chargeback, fine, or fraud loss arises from a specific author's account, sales, or conduct, Booksite will pass the corresponding cost on to that author in accordance with [Terms of Service] clause 5.4, including by offsetting the amount against current or future payouts, drawing on any reserve held for that author, or invoicing the author directly for any shortfall.
5.3 Suspension pending resolution. If a User initiates a chargeback with their card issuer instead of requesting a refund through Booksite, Booksite reserves the right to suspend the associated account pending resolution of the dispute.
5.4 Support during disputes. Booksite will provide reasonable support to authors affected by a chargeback or risk-related hold, including guidance on what evidence to provide and how to remediate any underlying issue, consistent with its obligations as the responsible Stripe platform account.
6. Exceptions
6.1 The 14-day voluntary guarantee does not apply where: the request is made after 14 days and no ACL consumer guarantee failure is established under clause 1.2; there is evidence of abuse of the refund policy (e.g., repeated purchase-and-refund of the same content); or the purchase was made fraudulently using a stolen payment method (in which case the transaction will instead be investigated and reversed as fraud, not processed as a standard refund).
7. How to Request a Refund
Email admin@booksite.org with your order/transaction ID and the reason for your request. We aim to respond within 2 business days.
8. Your Rights Are Not Limited
Nothing in this policy restricts your rights under the Australian Consumer Law. For general consumer rights information, see the ACCC's guidance at accc.gov.au or call the ACCC Infocentre on 1300 302 502.
Contact: Graphican.com Pty Ltd, 13 Fawkner Lane, Craigieburn VIC 3064, ABN 29 630 287 642