Last updated: 5 July 2026
Short version: if the platform doesn't work properly, you're entitled to a refund under Australian law. You can cancel any time from your account settings with no cancellation fee. If something's been charged incorrectly, just contact us and we'll fix it.
This policy applies to all paid subscriptions to the 18December platform (“we”, “us”, “our”). It should be read alongside our Terms of Service.
Our services come with guarantees that cannot be excluded under the Competition and Consumer Act 2010 (Cth). Nothing in this policy limits those rights.
Major failures: if our service has a major failure, for example, the platform is permanently unavailable, your vault documents are lost due to our error, or the service is substantially not as described, you are entitled to cancel your subscription and receive a refund for the unused portion of your current billing period.
Minor failures: if the service has a minor failure, we will remedy it within a reasonable time. This may include restoring service, correcting an error, or offering a partial credit.
To make a claim under the Australian Consumer Law, contact us at hello@18december.com.au with a description of the failure. We will respond within 5 business days.
You may cancel your subscription at any time from your account settings or by contacting us at hello@18december.com.au. No phone call required, no cancellation fee.
When you cancel:
We do not offer refunds for change of mind on subscription services. This is consistent with standard practice for digital subscription services under Australian law, and does not affect your rights under the Australian Consumer Law for service failures.
If you are a new subscriber and are not satisfied within the first 7 days, please contact us at hello@18december.com.au. We handle early dissatisfaction on a case-by-case basis and will always try to find a fair resolution.
If you buy a Journey Pass (a single, one-off payment for 12 months, rather than a monthly subscription) and change your mind within 7 days, you can cancel it yourself from your account for a full refund.
A Journey Pass is bought to support one person through a finite time. If that person dies during the 12 months, you should not have to write in and wait to sort out a small matter of money. From your account, you can end the pass yourself and have the unused portion refunded to your original payment method. You do not need to send us a death certificate or any proof.
When you do this, your active membership ends and the caregiving tools and reminders are stood down, so nothing keeps prompting you. You keep your documents, and the guidance for the days after a death and for settling the estate. The refund is worked out pro-rata, which means you are refunded the share of the pass you had not yet used.
You do not have to do anything. A Journey Pass is one-off and does not renew, so if you take no action it simply runs to its end date with no further charge. The pro-rata refund is there in your account whenever you want it. All of this is in addition to your rights under the Australian Consumer Law, which are never reduced.
If you are on a monthly subscription rather than a Journey Pass, you can wind down the same way, from your account. This stops your billing immediately, so you are not charged again. Because a monthly subscription is paid month to month, there is no prepaid balance to refund, but you are never charged for any time after you wind down, and your documents and the after-death guidance stay with you. This too is in addition to your rights under the Australian Consumer Law.
If you believe you have been charged incorrectly, for example, charged after cancellation or charged the wrong amount, contact us at hello@18december.com.au as soon as possible. We will investigate and, if a billing error occurred, refund the incorrect amount to your original payment method within 5 business days.
Approved refunds are returned to your original payment method via Stripe. Processing times depend on your bank or card issuer but typically take 5 to 10 business days to appear in your account. We will notify you by email when a refund has been initiated.
The free tier of 18December (guided stages, specialist finder, and checklist browsing) involves no payment, and this refund policy does not apply to it.
For all refund and billing enquiries: hello@18december.com.au
We aim to respond to all refund requests within 2 business days.