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Our Approach
We want every person who uses Settle and Source™ to feel that it is genuinely worth their investment. We also want to be honest and fair about when refunds are appropriate and when they are not.
If you are unhappy with your experience, please contact us before requesting a refund. In many cases we can resolve concerns directly, and we would rather do that than lose a user who simply needed something adjusted. We treat every refund request as an opportunity to understand what did not work.
This policy sets out when refunds are available, how to request one, and what your statutory rights are in your jurisdiction.
Free Trial
New users receive a free trial period with full access to all features of the app. No payment is taken during the free trial.
- You may cancel at any time during the free trial by deleting your account from the settings screen
- Cancelling during the free trial incurs no charge and requires no refund
- If you forget to cancel before the trial ends and are charged for a subscription, please contact us within 7 days and we will refund the first payment as a gesture of goodwill
Subscription Refunds
Subscription payments are made in advance for either a monthly or annual billing period. As a general principle, subscription payments are non-refundable once a billing period has begun, except in the circumstances set out below.
When a refund may be available
- You were charged in error, for example if you were charged twice for the same period
- You cancel within 14 days of your first subscription payment and have not made significant use of the app during that period
- The app experienced a significant technical failure that prevented you from accessing it for a substantial portion of your billing period and we were unable to resolve it
- You are entitled to a refund under the consumer protection laws of your jurisdiction as described in the Your Statutory Rights section below
When a refund is not available
- You have used the app during the billing period and simply decided it is not for you
- You forgot to cancel before the renewal date, except in the first billing period as described above
- You did not use the app during the billing period but chose not to cancel
- You disagree with a change to the app's features or content, unless the change constituted a material reduction in the service
If you cancel an annual subscription part-way through the year, you will retain access to the app until the end of the annual period. We do not provide pro-rata refunds for unused months of an annual subscription except where required by law.
Premium Journal Refunds
The Settle and Source™ Premium Practice Journal is a digital downloadable product. As with most digital products, it is not eligible for a refund once it has been downloaded.
- If you purchase the journal and have not yet downloaded it, you may request a refund within 14 days of purchase
- If you experience a technical issue that prevents you from downloading or opening the file, please contact us and we will resolve it promptly
- If the file is defective or not as described, you are entitled to a replacement or refund regardless of download status
- Users in New Zealand, Australia, and the United Kingdom have additional statutory rights as described below
Billing Errors
If you believe you have been charged incorrectly please contact us as soon as possible at support@traumareleasecentre.com. Please include the following information to help us resolve it quickly:
- Your account email address
- The date and amount of the charge you believe is incorrect
- A brief description of what you believe went wrong
We will investigate all billing error claims within 5 business days. Where a billing error is confirmed we will issue a full refund of the incorrect charge promptly.
Cancellation
You can cancel your subscription at any time from the settings screen within the app. Here is what happens when you cancel:
- Your subscription will not renew at the end of the current billing period
- You will retain full access to the app until the end of the period you have already paid for
- Your data will be retained for 90 days after your subscription ends in case you wish to reactivate
- After 90 days your data will be permanently deleted unless you reactivate your subscription or delete your account manually beforehand
Cancelling your subscription does not delete your account or your data. If you want your data permanently deleted please use the delete account option in the settings screen, which takes effect immediately.
Your Statutory Rights
Nothing in this Refund Policy affects your statutory rights under the consumer protection laws of your jurisdiction. Users in the following regions have specific additional rights.
New Zealand
Under the Consumer Guarantees Act 1993 you have the right to a remedy if a service is not fit for purpose or not of acceptable quality. Under the Fair Trading Act 1986 we must not make misleading representations about our products or services.
Contact the Consumer Protection NZ at consumerprotection.govt.nz for advice.
Australia
Under the Australian Consumer Law you have consumer guarantees that cannot be excluded. If a service fails to meet a consumer guarantee you are entitled to a remedy. These rights apply regardless of our refund policy.
Contact the ACCC at accc.gov.au or your state consumer protection agency for advice.
United Kingdom
Under the Consumer Rights Act 2015 digital content and services must be of satisfactory quality, fit for purpose, and as described. You have the right to a repair, replacement, or refund if these standards are not met.
Under the Consumer Contracts Regulations 2013 you have a 14-day cooling-off period for digital services purchased online, unless you have consented to immediate access.
United States
Consumer protection laws vary by state. California residents have specific rights under the California Consumer Legal Remedies Act. If you believe you have been treated unfairly please contact us and we will work to resolve the matter.
You may also contact your state attorney general's consumer protection office for advice.
How to Request a Refund
To request a refund please follow these steps. We aim to respond to all refund requests within 5 business days.
Email support@traumareleasecentre.com with the subject line "Refund Request". Please include your account email address, the date and amount of the charge, and a brief explanation of why you are requesting a refund.
We will review your request against this policy and your account history. If we need any further information we will contact you within 2 business days.
We will email you with our decision within 5 business days of receiving your request. If your refund is approved we will process it promptly.
Approved refunds are processed back to your original payment method. Please allow 5 to 10 business days for the refund to appear in your account depending on your bank or card provider.
Financial Hardship
We understand that financial circumstances can change. If you are experiencing financial hardship and are struggling to maintain your subscription, please contact us before cancelling.
We will always do our best to find a solution that works for you. This may include pausing your subscription, adjusting your billing cycle, or another arrangement. We would rather support you to keep your practice going than lose you as a user because of a temporary financial difficulty.
All financial hardship enquiries are handled with complete discretion and confidentiality.
Contact Us
For refund requests, billing queries, or any questions about this policy, please contact us. We aim to respond to all enquiries within 5 business days.
Refund enquiries
Please include your account email address and the details of your query so we can help you as quickly as possible.
support@traumareleasecentre.com