Refund policy

Claims About Engagement or Educational Outcomes

The Calm Childhood Co. provides educational resources designed to support children and families. We do not guarantee that every child will enjoy every activity or achieve a particular educational, behavioural, developmental or school-readiness outcome.

A child’s lack of engagement, refusal to complete activities, limited use of the resources or failure to achieve a particular result does not, by itself, mean that the digital product is faulty and does not qualify for a refund.

If a customer asks us to consider a discretionary request based on their child’s engagement or educational outcome, we may require reasonable evidence that the resources were properly and consistently used, including:

  • A completed four-week usage record showing at least one adult-guided activity session during each of four consecutive weeks.
  • Confirmation that the parent or carer reviewed and followed the Parent Guide.
  • Confirmation that the child received age-appropriate assistance and encouragement during the activities.
  • Dated photographs or scans of at least four completed activity pages covering the parts of the product relevant to the claim.
  • A brief written explanation of the activities attempted, the support provided and the concern experienced.

Evidence must not include the child’s face, full name, voice, school, address or other identifying information. We will not require photographs or videos of the child.

Providing this information allows us to assess the request but does not guarantee that a refund will be approved.

This assessment process applies only to discretionary requests based on engagement or educational outcomes. It does not apply to any rights or remedies available under the Australian Consumer Law.



Refund Assessment Process

Submitting a refund request does not mean that a refund will be approved. Every request is individually reviewed by The Calm Childhood Co.

To allow us to assess a claim, the customer must provide sufficient information and reasonable supporting evidence, which may include:

  • Full name, order number and the email address used at checkout.

  • The name of the purchased product.

  • The specific file, page or activity affected.

  • A detailed explanation of the alleged problem.

  • Screenshots, photographs, error messages or a screen recording clearly demonstrating the issue.

  • Details of the device, operating system, PDF reader, software, printer and print settings used, where relevant.

  • Confirmation that the troubleshooting steps requested by our support team have been completed.

  • Any other information reasonably required to verify the claim.

Our assessment may include:

  1. Verifying the order, payment and delivery records.

  2. Reviewing file-access and download information.

  3. Comparing the supplied product with its description, previews and listed inclusions.

  4. Inspecting the relevant file for errors or missing content.

  5. Asking the customer to complete reasonable troubleshooting steps.

  6. Determining whether the issue was caused by the supplied file, the customer’s equipment, software, printer, settings or use of the product.

  7. Providing the customer with the outcome of the assessment.

If the information supplied is incomplete, unclear or does not reasonably demonstrate the reported problem, we may request further evidence and pause the assessment until that information is received.

For a minor problem that can be corrected, we will generally provide technical assistance, restore access, correct the file or supply a working replacement within a reasonable time.

A refund will not be provided merely because the customer:

  • Changed their mind.

  • No longer wants or needs the product.

  • Purchased the wrong product.

  • Expected a physical product despite the listing identifying it as a digital download.

  • Did not review the product description, previews, age recommendation, file format or listed inclusions.

  • Does not like the design, content or activities.

  • Did not achieve a particular educational or behavioural outcome.

  • Cannot use the product because of their own device, software, printer, ink, paper or print settings.

  • Refuses to complete reasonable troubleshooting or provide information necessary to assess the claim.

Requests containing false, altered, misleading or fabricated information may be refused. Relevant order, delivery, access, correspondence and technical records may be retained and used when responding to a payment dispute or chargeback.

Refunds are only provided where required under the Australian Consumer Law or where expressly approved by The Calm Childhood Co. after assessment.

Nothing in this process excludes, restricts or modifies any right or remedy that cannot legally be excluded under the Australian Consumer Law.