Refund policy
Effective date: 30 April 2026
This Refund Policy applies to all Goodmachine digital products, including PDF guides, free downloads, paid downloads, bundles, subscriptions, memberships and related digital products.
Goodmachine sells digital products to customers worldwide. This policy applies to you wherever you live, alongside any consumer rights you have under the laws of your own country (see Section 2).
We want every Goodmachine guide to be genuinely useful. We also need a policy that is fair for digital products — because once a file has been delivered, it can usually be downloaded, copied and kept.
This Refund Policy forms part of, and should be read together with, our Terms of Service.
Who we are
Goodmachine is the trading name of XTRI Pty Ltd (ABN 73 694 733 956), 1 Denison Street, North Sydney NSW 2060, Australia. In this policy, "Goodmachine", "we", "us" and "our" refer to XTRI Pty Ltd.
Refund requests and questions: hello@whatisgm.com
1. The short version
- Our products are instant digital downloads, so we generally do not offer refunds for change of mind.
- If something is wrong — a technical fault, a file you can't access, a duplicate charge, or a product that isn't as described — contact us and we'll make it right.
- Nothing in this policy removes the consumer rights you have under the laws of your country.
2. Your consumer rights
This policy operates in addition to the consumer protections available to you under your local law. It does not exclude, restrict or modify any right or remedy that cannot legally be excluded.
Depending on where you live, you may have rights including the following.
Everyone. If a product has a major problem, is not as described, is faulty, or does not do what we said it would, you may be entitled to a refund, replacement, repair or other remedy.
Australia. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product fails a consumer guarantee, you are entitled to a remedy.
European Union / United Kingdom / EEA. Consumers normally have a 14-day right to cancel certain purchases. For digital content delivered immediately, this right does not apply once you have started the download or accessed the content, where you have given your express consent to immediate delivery and acknowledged that you lose the right to cancel. By purchasing and accessing a Goodmachine digital product, you provide that consent and acknowledgement. Your rights in relation to faulty or misdescribed digital content are unaffected.
United States. Your statutory rights vary by state. This policy does not limit any non-waivable rights you have under applicable federal or state law.
Canada. This policy does not limit any non-waivable rights you have under applicable provincial or federal consumer protection law.
3. Digital guides and downloads
Because our guides are digital products delivered electronically, we generally do not offer refunds for:
- change of mind;
- accidental purchase after the file has been delivered or downloaded;
- not having time to read or use the guide;
- buying the wrong guide, where the product page was clear;
- a discount code becoming available after purchase;
- minor formatting or presentation preferences that do not affect use of the guide;
- incompatibility caused by your own device, software or settings, where the file itself is accessible and usable with standard PDF software.
This does not affect your rights under Section 2.
4. Our fairness review
If you buy a guide and genuinely feel it was not useful, not as described, or not what the product page led you to expect, email us within 30 days of purchase at hello@whatisgm.com.
Please include:
- your order number;
- the email address used for the purchase;
- the guide title;
- a short explanation of the issue.
Depending on the situation, we may offer a refund, replacement, store credit, an updated file, technical help, or another fair remedy.
This is a review process designed for honest readers — not an automatic refund guarantee. We may decline requests where there is evidence of repeated refund requests, account misuse, downloading and refunding multiple guides, unauthorised sharing, watermark or identifier removal, fraud, chargeback abuse, or breach of our Terms of Service.
5. Technical problems
If you cannot access, download or open a guide because of a technical issue, contact us at hello@whatisgm.com.
We will make reasonable efforts to fix the issue, resend the file, or provide an alternative download method. If we cannot provide access to a product you have paid for, we will provide a refund or another remedy as required by law.
6. Duplicate purchases
If you accidentally buy the same guide more than once using the same email address or customer account, contact us at hello@whatisgm.com.
Where we can verify a genuine duplicate purchase, we may refund the duplicate, provide store credit, or offer another fair remedy.
7. Bundles
Bundles are priced as discounted collections. If you request a refund for part of a bundle, we may consider whether the files have been downloaded, accessed or used.
Where a partial refund is appropriate, we may calculate it based on the discounted bundle price, not the full individual price of each guide.
If a bundle is materially not as described, is inaccessible because of our systems, or fails to meet a consumer guarantee or other applicable consumer right, the protections in Section 2 apply.
8. Subscriptions and memberships
Where we offer subscriptions, memberships, all-access passes, guide-library subscriptions, premium research access or other recurring products:
- you can cancel future renewals at any time through your account or by contacting us;
- cancellation stops future billing but does not automatically refund past charges;
- refunds for a subscription or membership period that has already started are generally not provided, unless required by law or expressly stated at checkout;
- access usually continues until the end of the paid billing period unless the product page or checkout says otherwise;
- if a renewal was caused by a clear technical or billing error, contact us and we will review it;
- if a recurring product is materially not as described, inaccessible because of our systems, or fails to meet a consumer guarantee or other applicable consumer right, the protections in Section 2 apply.
9. Free guides
Free guides, samples and lead magnets have no purchase price and are not eligible for refunds. If a free guide has a technical issue, let us know and we may fix or replace it.
10. How refunds are processed
Approved refunds are usually returned to the original payment method through Shopify, Shopify Payments, or the payment provider used for the purchase.
Refund timing depends on Shopify, your bank, your card issuer, your payment provider and your payment method. Processing may take several business days after approval.
Currency conversion fees, bank fees or other third-party charges may not be refundable by us.
11. Chargebacks
If there is a problem with your order, please contact us first at hello@whatisgm.com — we can almost always resolve it faster than a formal dispute.
Unnecessary chargebacks create avoidable fees and delays. Where a product was delivered correctly and no valid refund reason exists, we reserve the right to suspend accounts, revoke access, restrict future purchases, or dispute the chargeback.
12. Changes to this policy
We may update this Refund Policy from time to time. The updated version will be posted on this page with a new effective date. If changes are significant, we may take reasonable steps to notify customers, subscribers or account holders.
13. Contact
Refund requests and questions can be sent to:
Goodmachine / XTRI Pty Ltd
Email: hello@whatisgm.com
Address: 1 Denison Street, North Sydney NSW 2060, Australia
ABN: 73 694 733 956