Cancellation and Refund Policy

1. What this policy covers

This policy covers fees that practitioners and practices pay LifeHetu for websites, Managed Hosting & Technical Care, practice-management software and the white-label app. Clients paying practitioners for sessions should read the Cancellation and Refund Policy for mental health bookings.

2. Billing and renewal

• Subscription fees are charged in advance for the term you choose: monthly, quarterly, half-yearly or yearly. Managed Hosting & Technical Care is billed yearly.
• Subscriptions renew automatically for the same term on the same date as the original purchase, until you cancel.
• If you have set up automatic payment, the renewal is charged to your chosen method. Otherwise, pay by payment link or bank transfer to LifeHetu on or before the renewal date.
• All fees are exclusive of GST, which is added at the applicable rate.

3. No trial or cancellation period

LifeHetu does not offer a free trial or a cancellation period. Once a fee is paid, the refund rules below apply.

4. What is not refundable

• Website development, setup and onboarding fees, once paid.
• Subscription fees for a term that has started, including any unused part of a month, quarter or year.
• Fees for a term that renewed because notice of cancellation was not received at least 15 days before the renewal date.
• Fees for an account suspended or terminated for non-payment, fraud or a serious breach of our Terms.

5. How to cancel

Email contact@lifehetu.com at least 15 days before your next renewal date. We will confirm the cancellation by email.

Your service continues until the end of the term you have paid for, and does not renew after that. You can ask for an export of your data, as set out in the Terms and Conditions.

6. Changing your plan

To upgrade or downgrade, email contact@lifehetu.com. The new plan and price apply from your next billing cycle. Fees already paid for the current term are not refunded or credited.

7. Billing errors

If you were charged twice, or charged after we confirmed your cancellation, email us with the payment reference. We will refund the incorrect charge in full. We start such refunds within 7 working days of confirming the error, and they usually reach your account within 5 to 7 working days after that.

8. Contact

Questions about billing, cancellation or refunds can be sent to contact@lifehetu.com. If you are unhappy with how a request was handled, contact our Grievance Officer (details below).