Refund Policy

1. Overview

This Refund Policy explains the terms and conditions under which Oz Systems Pty Ltd (ABN 31 605 616 671) may provide refunds for the CalmHealthyMind service. By purchasing a subscription, you agree to this policy.

We are committed to customer satisfaction while maintaining fair and sustainable business practices in accordance with Australian Consumer Law.

2. Subscription Types

CalmHealthyMind offers several subscription tiers:

• Free Tier: No payment required, no refunds applicable
• Monthly Subscriptions: Billed monthly, can be cancelled anytime
• Annual Subscriptions: Billed annually, discounted rate

3. 14-Day Money-Back Guarantee

3.1 Eligibility

We offer a 14-day money-back guarantee for first-time subscribers:

• Applies to your first subscription purchase only
• Valid for both monthly and annual subscriptions
• Must be requested within 14 days of the initial purchase date
• Does not apply to subscription renewals

3.2 How to Request

To request a refund under the 14-day guarantee:

1. Email us at admin@ozsystems.com.au
2. Include "Refund Request" in the subject line
3. Provide your account email address and subscription details
4. Include a brief explanation (optional but helpful)

3.3 Processing Time

Refunds will be processed within:

• Review: 2-3 business days to review your request
• Processing: 5-10 business days to process the refund
• Bank Processing: 5-10 business days for funds to appear in your account

The refund will be credited to the original payment method used for the purchase.

4. Cancellation Policy

4.1 How to Cancel

You can cancel your subscription at any time through:

• Account Settings: Go to Account > Subscription > Cancel Subscription
• Email Support: Contact admin@ozsystems.com.au with your cancellation request

4.2 Effect of Cancellation

When you cancel your subscription:

• Monthly Subscriptions: You retain access until the end of your current billing period
• Annual Subscriptions: You retain access until the end of your annual term
• No further charges will be made after the current period ends
• Your account will revert to the free tier after the paid period expires
• Your progress and data will be preserved

4.3 No Refund for Cancellation

Important: Cancelling your subscription does NOT automatically entitle you to a refund for the unused portion of your subscription period, except:

• Within the 14-day money-back guarantee period (first-time subscribers)
• As required by Australian Consumer Law (see Section 8)
• At our discretion in exceptional circumstances

5. Refunds Outside the 14-Day Period

5.1 General Policy

After the 14-day guarantee period, refunds are generally not provided except in the following circumstances:

5.2 Technical Issues

If you experience significant technical problems that prevent you from accessing the service:

• Report the issue to our support team immediately
• Allow us reasonable time to resolve the issue (typically 5-7 business days)
• If we cannot resolve the issue, a prorated refund may be provided

5.3 Duplicate Charges

If you are charged twice for the same subscription period:

• Contact us immediately with proof of duplicate charges
• We will issue a full refund for the duplicate charge
• Processing typically takes 5-10 business days

5.4 Unauthorized Charges

If you notice unauthorized charges on your account:

• Notify us immediately at admin@ozsystems.com.au
• Change your password and secure your account
• We will investigate and issue appropriate refunds
• Consider also contacting your financial institution

5.5 Service Discontinuation

If we discontinue the CalmHealthyMind service:

• We will provide at least 30 days advance notice
• Prorated refunds will be issued for unused subscription time
• You will have the opportunity to export your data

6. Non-Refundable Situations

Refunds will NOT be provided in the following situations:

• Change of Mind: After the 14-day guarantee period
• Lack of Use: If you simply didn't use the service
• Subscription Renewals: Automatic renewals (you can cancel before renewal)
• Account Termination: If your account is terminated for violating our Terms of Service
• Partial Period: Unused portions of monthly or annual subscriptions (except as noted)
• Dissatisfaction with Results: Personal outcomes or results from using the program
• Free Tier Users: No payments made, no refunds applicable

7. Refund Process

7.1 Requesting a Refund

1. Email admin@ozsystems.com.au with "Refund Request" in the subject
2. Include:
   • Your account email address
   • Transaction date and amount
   • Reason for refund request
   • Any supporting documentation
3. Our team will review your request within 2-3 business days
4. You will receive an email confirming approval or denial

7.2 Refund Methods

Refunds are processed through:

• Original Payment Method: Stripe will refund to the card used for purchase
• Bank Transfer: In exceptional cases where card refund is not possible

7.3 Processing Timeframes

• Request Review: 2-3 business days
• Refund Processing: 5-10 business days after approval
• Bank Processing: 5-10 business days (varies by financial institution)
• Total Time: Up to 3-4 weeks from request to funds in your account

8. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies your rights under Australian Consumer Law, including:

• Consumer Guarantees: Services must be fit for purpose and of acceptable quality
• Major Failures: Right to refund for major service failures
• Misleading Conduct: Protection against misleading or deceptive conduct
• Unfair Contract Terms: Protection against unfair terms in standard form contracts

If you believe you have a claim under Australian Consumer Law, please contact us to discuss your concerns.

9. Chargebacks and Disputes

9.1 Contact Us First

Before initiating a chargeback with your bank or credit card company:

• Please contact us first to resolve the issue
• Most billing issues can be resolved quickly and amicably
• Chargebacks can result in account suspension
• We are committed to fair and reasonable solutions

9.2 Consequences of Chargebacks

If you initiate a chargeback without contacting us first:

• Your account may be temporarily suspended pending resolution
• We may provide evidence to your financial institution to dispute the chargeback
• Fraudulent chargebacks may result in permanent account termination

10. Price Changes and Grandfathering

10.1 Price Increases

If we increase subscription prices:

• Existing subscribers will receive at least 30 days notice
• Annual subscribers keep their current rate for the full year
• Monthly subscribers may be grandfathered at their current rate (at our discretion)
• You may cancel before the price increase takes effect

10.2 No Refund for Price Changes

Price changes do not entitle you to a refund for your current subscription period.

11. Special Promotions and Discounts

Promotional pricing and discounts:

• Are subject to specific terms and conditions
• May have limited refund eligibility
• Cannot be combined with the 14-day guarantee in some cases
• Terms will be clearly stated at the time of purchase

12. Contact Information

For refund requests, billing questions, or cancellation assistance:

13. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on this page with an updated "Last Updated" date
• Take effect immediately for new subscriptions
• Apply to existing subscriptions upon renewal
• Not affect refund requests already in progress