Refund Policy

The short version

We want you to feel good about moving to a paid Aura OS plan. If within 7 days of paying you decide it’s not for you, email hello@clearlinehealth.com.au with your Connect ID and we’ll refund you in full via the original payment method.

What’s covered

The 7-day refund applies to:

• Your first paid Aura OS subscription payment, at any participant band or future paid Aura OS add-on
• Full refund of the charge, minus any non-refundable payment processor fees where applicable
• Refund is processed back to the original payment method (card, bank transfer, etc.)

What’s not covered

Refunds requested after 7 days

After the 7-day window, payments are non-refundable for the current billing period. Your band follows your participant count, so if it drops to two or fewer your account returns to the free tier from your next billing date, but we can’t refund partial months already paid.

Subsequent renewals

The 7-day guarantee applies only to your first payment on a paid band. Renewal charges are not eligible for refund after the initial guarantee period.

Breach of Terms

Refunds may be declined if your account was terminated for breach of our Terms of Service (for example, abuse, fraud, or misuse of AI generation credits).

Free plans

Free plans have nothing to refund.

How to request a refund

1. Email us at hello@clearlinehealth.com.au (or use our contact form)
2. Include your Connect ID (format: CLR-XXXX-XX, visible in the sidebar of your app)
3. Optionally tell us why it didn’t work out: it’s not required, but it genuinely helps us improve the product

That’s it. No forms, no call queues, no retention scripts.

Processing times

• Our response: within one business day (Monday–Friday, 9am–5pm AEST)
• Refund issued: same business day we confirm, via our payment processor Stripe
• Funds in your account: 5–10 business days depending on your bank or card issuer

After you’re refunded

Your paid subscription ends immediately once the refund is processed. Your account stays active on the free plan with all data you’ve entered. You can re-subscribe later if you change your mind.

Moving back to the free tier without a refund

If you want to drop back to the free tier but aren’t asking for a refund (for example, you’ve had a paid band for more than 7 days), reduce your participant count to two or fewer; your band drops automatically from your next billing date, no email needed. To close your account entirely, email us the same way.

Australian Consumer Law

This policy is additional to your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this policy limits or excludes consumer guarantees, rights, or remedies that apply to you by law. If there’s a material failure to meet a consumer guarantee, you’re entitled to a refund or repair under those consumer guarantees regardless of the timeframes in this policy.

Questions