At ElderHeart, we aim to provide a compassionate, reliable and practical wellbeing check-in service for elders and their families.
Because our service is delivered digitally and begins immediately, our refund policy reflects how subscription-based digital services operate under Australian Consumer Law (ACL).

1. Monthly Subscription Billing

ElderHeart operates on a monthly subscription model, billed in advance.

When you subscribe, you gain access to:

Daily or twice-daily automated wellbeing calls

SMS or email updates to nominated family members

Optional wellbeing summaries

Customised check-in routines

These benefits are available for the full monthly billing period once payment is processed.

2. Refund Eligibility

Refunds may be considered under the following circumstances:

2.1 Death reasons

If the elder passes away during the billing cycle, we will refund any unused portion of the subscription, calculated from the date you notify us.

2.2 Hospitalisation or respite care

If the elder enters long-term hospital care, respite care, or moves into full-time supported accommodation, we may provide a pro-rated refund for unused service days.

2.3 Duplicate payments or billing errors

If you are charged incorrectly due to a technical error, a full refund of the incorrect charge will be provided.

2.4 Failure of service

If ElderHeart is unable to provide the service for a continuous period longer than 5 consecutive days due to our system or infrastructure failure (not including carrier outages or customer-side issues), you may request a pro-rated refund.

Refunds are issued at ElderHeart’s discretion and may require supporting information.

3. When Refunds Are Not Available

Refunds are generally not issued for:

Change of mind

Failure of the elder to answer calls

Incorrect or outdated contact information

Intermittent telephony network outages

Automated assessment errors (e.g., incorrect mood detection)

Partial months where the subscription has already been used

You may cancel at any time, and your subscription will not renew the following month.

4. How to Request a Refund

Please contact us at:

📧 [email protected]

Provide:

Your name

Email used for the account

Elder’s name

Reason for the refund request

We will review your request and respond within 5 business days.

5. Australian Consumer Law

Your rights under the Australian Consumer Law (ACL) apply in addition to this policy.
Nothing in this document excludes or limits those rights.

Last Updated 12 December 2025.