Refund and
Cancellation Policy
Lama Care
1. ABOUT THIS POLICY
1.1 This policy explains how cancellations, plan changes and refunds work for LAMA Care subscriptions. It summarises and forms part of our Subscription Terms and Conditions and our Free Trial and Complimentary Setup Offer Terms. If there is any inconsistency, those terms prevail.
1.2 All prices are in Australian dollars and include GST.
2. FREE TRIAL
2.1 New organisations can try LAMA Care free for 30 days. A credit card is required at signup, but nothing is charged during the trial.
2.2 Unless you cancel before the trial ends, your trial automatically converts to a paid monthly subscription for the plan you selected at signup, and your card is charged at that time. We email you 7 days and 1 day before your trial ends to remind you of the date and amount.
2.3 You can cancel at any time during the trial through your Account settings or by emailing support@lamacare.com.au. If you cancel during the trial, you will not be charged anything.
2.4 A free trial is available once per organisation. Organisations that have previously held a LAMA Care account or trial are not eligible for another trial.
3. HOW TO CANCEL
3.1 You can cancel your subscription at any time through your Account settings or by emailing support@lamacare.com.au from the email address of an administrator on your Account.
3.2 We will confirm your cancellation by email, including the date your access ends.
3.3 No cancellation fee or early termination fee applies.
4. WHEN CANCELLATION TAKES EFFECT
4.1 Monthly plans: cancellation takes effect at the end of your current paid month. You keep full access until then and will not be charged again.
4.2 Annual plans: cancellation takes effect at the end of your current paid year. You keep full access until then and your subscription will not renew.
5. REFUNDS
5.1 Fees are paid in advance and are not refunded for part of a month or year when you cancel, change plans or stop using LAMA Care, except as set out in this clause.
5.2 We will give you a pro rata refund for the unused part of a period you have paid for if:
(a) we end your subscription for our convenience;
(b) you end your subscription because we materially breached our Subscription Terms and did not fix the breach within 14 days of your notice; or
(c) we charged you in error, such as a duplicate charge or a charge after you validly cancelled.
5.3 Nothing in this policy limits your rights under the Australian Consumer Law, including any right to a refund for a major failure to provide the service with due care and skill or as described.
5.4 To request a refund, email support@lamacare.com.au with your organisation name and the invoice concerned. We will respond within 5 Business Days, and approved refunds are returned to the original payment method.
6. CHANGING PLANS
6.1 Plans are priced in tiers based on the number of active participants on your Account.
6.2 If your active participants exceed your current tier, your plan moves to the applicable tier from your next billing period. We will notify you before the new fee is charged.
6.3 You can move to a lower tier, or switch between monthly and annual billing, from your next billing period by contacting support@lamacare.com.au. Changes do not create a refund or credit for the current period.
​
7. FAILED PAYMENTS
7.1 If a payment fails, we will notify you and retry it. If the amount is still unpaid 14 days after our notice, access may be suspended until payment is made. If it remains unpaid 14 days after the suspension notice, your subscription may be terminated, and the 30 day export period in section 8 then applies. A suspension on its own does not result in your data being deleted.
7.2 If the first payment at the end of a free trial fails, access is paused until payment is made. If it remains unpaid for 30 days, the trial is treated as not converted.
8. YOUR DATA AFTER CANCELLATION
8.1 After your subscription ends, you have 30 days of read only access to export your data. After that, your data is permanently deleted, including from backups within 90 days, unless we are required by law to keep it.
8.2 You are responsible for keeping the records you are required to keep under your funding schemes and the law. Please export your records before the 30 day period ends.
9. COMPLIMENTARY GUIDED SETUP
9.1 Complimentary guided setup offered under our Free Trial and Complimentary Setup Offer Terms is provided at no charge. No setup fee is payable if you later cancel.
10. CONTACT
10.1 Questions about this policy can be sent to support@lamacare.com.au.