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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.
Refunds are issued 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 wallet), we contact you to arrange a bank transfer or wallet credit.
If you believe a refund decision is incorrect, you can escalate in three steps:
Cancellations made more than 24 hours before a scheduled Karta session qualify for a 100% refund. Cancellations 12–24 hours in advance 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.
Refunds are issued to the original payment method. If your card has expired, most banks route the refund to the replacement card automatically; if that fails, we contact you to arrange an alternative (bank transfer or wallet credit).
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 DPDP 法案，2023 和信息技术（中介指南）规则，2021 的要求，我们负责隐私和数据保护查询的申诉专员是：
姓名： Rishu Kalra
职位： Founder & Grievance Officer
电子邮件： privacy@healogy.ai
邮寄地址： 4 Lorikeet Street, Glenwood, NSW 2768, Australia
响应 SLA： 我们在 48 小时内确认申诉，并在收到后 30 天内解决。
