Refund & Cancellation Policy

We want HHOP to be the right fit for your organisation. This policy explains how cancellations and refunds work for subscriptions to the Human Health Operations Platform.

Draft notice: Template scaffold — review with legal counsel before publication.

1. 90-day free trial

New organisations may start a 90-day free trial. A valid payment method is required at checkout, but you will not be charged during the trial.

• The trial runs from day 1 to day 90.
• You may cancel at any time before day 91 from Billing → Manage subscription. No charge will be made.
• If you do not cancel before day 91, your subscription will roll into a paid plan automatically and your card will be charged for the first billing period.

2. Cancelling a paid subscription

You may cancel a paid subscription at any time from the Billing tab. Cancellation takes effect at the end of the current billing period:

• You retain access to the Platform until the period ends.
• No further charges will be made.
• You can re-activate within 30 days without losing data.

3. Refund eligibility

Subscription fees are generally non-refundable. We will, however, consider refunds in the following circumstances:

• Duplicate or accidental charge: full refund within 30 days of the transaction.
• Material service failure: if we materially fail to deliver the contracted service and cannot remedy it within 30 days, a pro-rata refund of the unused period will be issued.
• Annual plan, within 14 days: if you upgrade to an annual plan and request cancellation within 14 days, we will refund the annual payment minus the pro-rata value of the period used.

4. Non-refundable items

• Monthly subscription fees once the billing period has begun.
• One-time setup, integration, or professional services fees.
• Usage-based charges (alerts processed, workflows executed).
• Partner-share allocations already disbursed.

5. Statutory consumer rights

Nothing in this policy limits rights you may have under mandatory consumer protection law, including the New Zealand Consumer Guarantees Act 1993, the Australian Consumer Law, or the EU Consumer Rights Directive (where applicable to your purchase).

6. How to request a refund

Email billing@coruscant.co.nz from the email address on the account, including:

• Organisation name and account ID.
• Date and amount of the charge.
• Reason for the refund request.

We respond to refund requests within five business days. Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank.

7. Chargebacks

If you believe a charge is incorrect, please contact us first. Initiating a chargeback before contacting us may result in suspension of the account while the dispute is investigated.

8. Contact

Billing — billing@coruscant.co.nz.