Refunds & Cancellations Policy

“Haynes Dementia Chat” is provided by Haynes House Pty Ltd (ABN 77675381816). Haynes House Pty Ltd is the merchant of record. Payments are securely processed by Stripe.

Your rights under Australian Consumer Law (ACL)

Nothing in this policy limits your rights under the Australian Consumer Law. If there’s a major failure (for example, the service is not as described or cannot be used), you’re entitled to a remedy which may include a refund.

Free trial (if offered)

If you start on a free trial, you won’t be charged until the trial ends. You can cancel at any time during the trial to avoid charges.

Change-of-mind

We don’t offer refunds for change-of-mind once a billing period has started. You can turn off auto-renew at any time; you’ll keep access until the end of your current paid period.

When we’ll generally approve a refund

• Duplicate or erroneous charges (e.g., billed twice).
• Material access issue caused by us that we can’t promptly resolve for a significant portion of your billing period.
• Not as described: the product materially differs from what’s advertised.
• Unauthorised transaction (after you’ve also notified your bank/card issuer).
• Accidental upgrade or wrong plan, and you contact us promptly without materially using higher-tier features.

We may request reasonable information to verify the issue (error screenshots, email used at checkout, Stripe receipt number or the last 4 characters of the charge ID, etc.).

How to request a refund

Email support@hayneshouse.com.au with:

• Subject: “Refund request – Stripe receipt [# / charge ID]”
• Your name and the email used at checkout
• Date of charge and amount
• A short description of the issue

Response times: we aim to acknowledge within 2 business days and resolve within 10 business days.

How refunds are issued

• Refunds are processed via Stripe back to the original payment method.
• Banks can take 3–10 business days to show the credit.
• We can’t refund to a different card or bank account.

Cancellations & renewals

• Subscriptions auto-renew unless you cancel.
• You can cancel any time from Manage subscription in your account or via the Stripe customer-portal link included on your invoice/receipt.
• After cancellation, access continues until the end of the paid period. No pro-rata refunds for unused time, except where required by the ACL or as a goodwill gesture.

Disputes / chargebacks

If something looks wrong, please contact us first—we’ll work quickly to fix it. If a bank dispute is lodged, Stripe may temporarily pause your access while the investigation is underway.

Contact

Email

support@hayneshouse.com.au

Entity

Haynes House Pty Ltd

ABN

77675381816

Address

Adelaide, Australia