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Integrity & reciprocity
Last updated: 2026-04-22
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.
Cancellation refunds are credited to your Healogy wallet, immediately and in full for the tier that applies. Wallet credit can be spent on any session, class, course or event on Healogy, 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.
If you believe a refund decision is incorrect, you can escalate in three steps:
Cancellations made 24 hours or more before a scheduled Karta 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.
AI-led meditations and advisory sessions are non-refundable once the session has started, because compute cost is incurred immediately. If a technical failure occurs during the session, we automatically credit a replacement to your account. You have 24 hours to flag a technical claim.
You can cancel a subscription at any time from Settings → Subscription. Cancellation stops future billing. Partial-period refunds are not issued; your access remains active until the end of the current billing cycle.
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.
Cancellation refunds are credited to your Healogy 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.
Under Settings → Billing, every refund has a visible status: Requested → Approved → Processing → Completed. You also receive an email at each transition. Typical turnaround is 5–7 business days for Australian cards and 7–10 for international cards.
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 statutory SLA.
根据《2023年数字个人数据保护法》及《2021年信息技术（中介机构指南）规则》的要求，我们负责隐私与数据保护咨询的投诉专员为：
Name: Rishu Kalra
职务： Founder & Grievance Officer
Email: privacy@healogy.ai
通讯地址： 4 Lorikeet Street, Glenwood, NSW 2768, Australia
响应服务时限： 我们会在 48 小时内确认收到投诉，并自收到之日起 30 天内予以解决。
