NeuraVate Refund & Cancellation Policy

1.1. The emergency features are free, and nothing here can affect them. Your Emergency Passport, emergency link, QR code, printable PDF card and public emergency page cost nothing, and no refund, cancellation, failed payment or dispute ever switches them off (Terms of Service section 4.4).

1.2. What we sell. Today we sell one thing: an optional printed emergency card that carries the QR code for your emergency link. It is a one-off purchase — nothing renews and there is nothing to cancel afterwards. You buy it on a payment page hosted by our payment processor, Stripe; the price and the currency are shown there before you pay, and the price shown is the price you pay. For Australian buyers, that price includes GST. We make and post the card by hand.

1.3. Anything we sell later. If we offer another paid product or feature, we will publish its price, what it includes and — if it renews — how renewal and cancellation work before it can be bought, and update this policy where needed.

1.4. This policy forms part of the Terms of Service (terms-of-service) for every purchase.

You can cancel an order at any time before we post the card. Email [email protected] from the email address you used for the order, and we refund it in full.

3.1. Every customer, worldwide, can ask for a full refund of their first purchase from us within 14 days of paying — whether or not the card has arrived, and without giving a reason. You do not need to send the card back.

3.2. To claim it, email [email protected] from the email address you used for the order, saying you want a refund of your first purchase.

3.3. The guarantee applies once per customer, to the first purchase. It is a promise in addition to — never instead of — your statutory rights (section 4 and section 9). Where both apply, we honour whichever is more favourable to you.

4.1. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4.2. In practice: if your card arrives damaged, is faulty (for example the QR code will not scan when the link behind it is working), is not what we described, or does not arrive, email [email protected] — a photo helps for damage or a fault — and we will replace it or refund it, as you prefer for a major failure. You never pay to return a card.

4.3. These rights apply to you wherever you live, and you may also have equivalent rights under the consumer laws of your own country (section 9).

5.1. Because you changed your link. The printed card carries the same emergency link as your digital card. If you replace the link or switch sharing off in the app, the printed card stops working by design. That is not a fault, so it is not refundable under section 4 — but the 14-day guarantee in section 3 still applies to a first purchase.

5.2. Because of something we did. If a card stops working because of a change we made, we will send you a working replacement free of charge.

6.1. Refunds are made through Stripe to the original payment method. We cannot pay a refund to a different card or account.

6.2. Once we approve a refund, Stripe usually completes it within 5–10 business days, depending on your bank or card issuer.

6.3. Refunds are made in the currency of the original charge, for the amount charged. If your bank applied currency conversion or fees to the original payment, we cannot make up exchange-rate differences on the way back.

6.4. Where tax was included in the price, the refund includes it.

6.5. We aim to answer every refund request within 2 business days. Refunds are handled by a person, not automatically, so please use the email address above so nothing is missed.

7.1. If you believe a charge is wrong, email [email protected] before disputing it with your bank. We resolve refund requests faster than the chargeback process does, and this policy will almost always get you your money back without one.

7.2. Nothing in this section limits your legal right to dispute a charge with your bank or card issuer. We may contest chargebacks we believe are invalid.

A clinic or other organisation that buys cards for its patients by invoice is covered by the terms of its written agreement or invoice; where those are silent, sections 4 and 6 of this policy apply.

9.1. Nothing in this policy limits or replaces your non-excludable statutory rights as a consumer — including the Australian Consumer Law guarantees (section 4) and, where they apply to you, the consumer laws of the country where you live (for example the UK Consumer Rights Act 2015 or the laws of an EU member state, including any statutory right to cancel a purchase that applies to it). Where a statutory right is more favourable than this policy, the statutory right prevails.

10.1. We may revise this policy. Each revision gets a new version number under the slug refund-cancellation-policy. A change never reduces the refund rights that applied to a purchase you already made.

Operator: PairOx Pty Ltd (ABN 82 154 477 728, ACN 154 477 728), which operates the NeuraVate service Registered address: 4 Lorikeet Street, Glenwood NSW 2768, Australia Telephone: +61 402 614 311 Orders, refunds and cancellations: [email protected]

Related documents: terms-of-service (Terms of Service — what costs money in section 10, consumer guarantees in section 11) · privacy-policy (Privacy Policy).