Integrity & reciprocity

Refund Policy

Last updated: 30 October 2026

Healogy.ai’s refund policy balances fairness to members with sustainability for the practitioners and operators who make the platform possible. Below are the eligibility windows, methods, turnaround times, non-refundable categories, and the escalation path if you disagree with a decision.

1. Eligibility windows

Practitioner sessions — full refund: cancelled 24 hours or more before the scheduled start time.
Practitioner sessions — partial (50%) refund: cancelled less than 24 hours before start time, but 12 hours or more before it.
Practitioner sessions — no refund: cancelled less than 12 hours before start, except for verified technical failure or practitioner no-show.
Classes — full refund: cancelled at least the class’s cancellation window before the session starts (2 hours unless the practitioner sets another). Where cancelling can be refunded, the exact cancel-by time is shown on the class page and in My classes. Card and wallet payments return to your Healogy.ai wallet; a class-pass booking returns the class credit. No refund after that window, except when the practitioner cancels.
Subscriptions: cancel any time; no partial-month refunds. Access continues to the end of the cycle. If you are in the EU, the EEA or the UK, you can withdraw from a new subscription within 14 days of subscribing and get a full refund: use Withdraw from contract here on your Subscription page, or email support@healogy.ai from the email address on your account. Subscriptions bought in our phone apps through the App Store or Google Play are billed by Apple or Google, and refunds for them follow the rules of Apple or Google.
Physical goods: unopened returns accepted within 14 days of delivery.

2. Refund method

Cancellation refunds are credited to your Healogy.ai wallet, immediately and in full for the tier that applies. Wallet credit can be spent on any session, class, course or event on Healogy.ai, and it never expires. We do not return a cancellation refund to your card.

Refunds we issue outside the cancellation windows above — a resolved dispute, or a settlement after a practitioner is removed from the platform — are returned to the original payment method through our payment provider (Stripe). A Stripe charge is refunded to the same Stripe instrument; we do not cross-route refunds between providers. Where the original instrument is unavailable (expired card, closed account), we contact you to arrange an alternative.

3. Turnaround time

Cancellation refunds reach your Healogy.ai wallet straight away. When a refund goes back to your card, your bank can take 5 to 10 business days to show it after we send it.

4. Non-refundable categories

Completed digital readings and AI-generated reports once the content has been delivered.
Wallet top-ups and referral credits that have already been spent against another service.
Opened apothecary goods (hygiene and energetic-purity rules).
Subscription portions already consumed in the current billing cycle.
Practitioner sessions cancelled within the no-refund window (see Section 1).
Tax and platform fees that are non-reversible under Australian GST law once invoiced.

5. Dispute escalation

If you believe a refund decision is incorrect, you can escalate in three steps:

Reply to the decision email with any additional context, receipts, or screenshots.
Open a ticket in Help → Tickets and say it is a refund appeal. We review appeals within 2 business days.
If the appeal is not resolved to your satisfaction, route the dispute to our Grievance Officer (below). We acknowledge grievances within 48 hours and resolve them within the time the law allows.

Refund FAQ

How long do I have to request a refund on a practitioner session?

Cancellations made 24 hours or more before a scheduled practitioner session qualify for a 100% refund. Cancellations less than 24 hours in advance, but 12 hours or more before the session, receive a 50% refund. Less than 12 hours before the session, the fee is committed to the practitioner. Technical failures are handled separately — raise a ticket within 72 hours.

Can I cancel my subscription and get a partial refund for the remaining days?

You can cancel a subscription at any time from Settings, then Subscription. Cancellation stops future billing. Partial-period refunds are not issued; your access remains active until the end of the current billing cycle. If you are in the EU, the EEA or the UK, you can withdraw from a new subscription within 14 days of subscribing and get a full refund: use Withdraw from contract here on your Subscription page, or email support@healogy.ai from the email address on your account. Subscriptions bought in our phone apps through the App Store or Google Play are billed by Apple or Google, and refunds for them follow the rules of Apple or Google: ask Apple at reportaproblem.apple.com, or Google through your Google Play order history.

What about physical goods (apothecary items)?

Apothecary goods must be returned unopened within 14 days of receipt. Opened products cannot be returned for hygiene and energetic-purity reasons. Return shipping is covered by Healogy.ai for defects; for non-defect returns, shipping is paid by the customer.

How do I get a refund back to a card that has expired?

Cancellation refunds are credited to your Healogy.ai wallet, where they can be spent on any session, class, course or event and never expire. Refunds issued outside the cancellation windows — a resolved dispute, or a settlement after a practitioner is removed — go back to your original payment method; if your card has expired, most banks route that to the replacement card automatically, and if it fails we contact you to arrange an alternative.

Where can I see my refund?

A cancellation refund is added to your Healogy.ai wallet. You can see it in your wallet history and on the booking. We email you when a booking is cancelled. When a refund goes back to your card instead, we email you once it has been sent. Your bank can take 5 to 10 business days to show it.

My refund was denied. How do I escalate?

Every decision is reviewable. Reply to the decision email with additional context, or submit an appeal through Help → Tickets. Unresolved disputes can be escalated to our Grievance Officer (listed at the bottom of this page) who is required to respond within the time the law allows.

Jika Anda berada di India

Kontak privasi dan pengaduan

Sebagaimana diwajibkan berdasarkan DPDP Act, 2023 dan Information Technology (Intermediary Guidelines) Rules, 2021, Petugas Pengaduan kami untuk pertanyaan privasi dan perlindungan data adalah:

Jabatan: Petugas Perlindungan Data

Email: privacy@healogy.ai

SLA respons: Kami mengakui penerimaan pengaduan dalam waktu 48 jam dan menyelesaikannya dalam waktu 30 hari sejak diterima.