Last updated: 30 October 2026
If you ask within 14 days of a payment, we refund it in full, no reason needed. Email billing@practicetwin.app from the address on the account, or from any address quoting it.
The 14-day trial takes no card details, so nothing is charged when it ends and there is nothing to refund. Your console becomes read-only and your students keep their pages.
Cancel any time in the billing portal. You keep access until the end of the period you have already paid for, and nothing further is charged. We do not pro-rate part-months — but see section 5 if something on our side was broken.
Cancelling stops the next renewal and you keep access to the end of the year you paid for. If you want to leave mid-year, write to us: we will look at a pro-rata refund of the whole unused months on a case-by-case basis, and we will tell you the answer in writing.
If PracticeTwin was unavailable for an extended period, or a scheduled weekly report that you were relying on failed to go out, tell us what happened and we will refund the affected period regardless of the 14-day window. This is in addition to your rights under the Australian Consumer Law, which we do not limit.
Refunds go back through Stripe to the original card. We action them within 3 business days of agreeing; banks typically show the money within 5–10 business days. Currency conversion is done by your bank, so a refund of a HK$128 charge may not be the exact figure your statement showed originally — that difference is the exchange rate, not a deduction by us.
Please email us before raising a chargeback. A chargeback costs us a fee and automatically suspends the account while the bank investigates, which stops your students' weekly plans. We would rather just refund you.
Refunding does not delete anything by itself. Your records stay for at least 90 days so you can restart without loss. Ask us to delete the account and we will, within 30 days — see the privacy policy.