Refund Policy
This Refund Policy explains when charges from OMNIA VINCULA PTY LTD, trading as HomeAtlas, are refundable. It forms part of our Terms of Service; if the two ever disagree, the Terms apply.
The free trial
Sign-up starts a 7-day free trial. The trial is only offered when you sign up on the website: trials or introductory offers in the app stores, if any, are shown in the store at purchase and governed by that store's terms. A payment method is required to start. If you cancel before the trial ends, your payment method is not charged and the paid features stop when the trial ends. If you do not cancel, the payment method is automatically charged for the first period at the end of the trial. You can cancel from your billing settings: go to Settings → Plan, which opens the billing portal, and cancel from there.
Cancelling a subscription
You can cancel at any time. Cancellation takes effect at the end of your current paid period: you keep what you have already paid for until that period ends, and the subscription does not renew. Because access continues for the whole period and there is no mid-period cut-off, there is no partial or pro-rata refund for a partly-used period. UK, EU and EEA customers also have a 14-day right to cancel.
If we change our Terms
If we make a change to our Terms that materially disadvantages you and you do not accept it, you may cancel your subscription and we will refund the unused part of any period you have already paid for on the website.
Top-up credits
Top-up credit packs are consumable and are delivered when you buy them. Unused top-up credits never expire, whichever way you bought them: on the website, in the iPhone app, or in the Android app. Top-ups bought before this policy was updated that had not yet expired do not expire either; credits that had already expired before the update stay expired. Top-ups are not refundable once delivered, except where a non-excludable consumer guarantee applies (UK, EU and EEA customers: see your 14-day right to cancel). Top-ups bought by a member under 18. A parent or guardian may ask us to refund an unspent top-up that a member under 18 bought on the website. Use the contact details under How to ask.
UK, EU and EEA: your 14-day right to cancel
If you live in the United Kingdom, the European Union or the wider European Economic Area and you buy on the website as a consumer, you can cancel a subscription or a top-up within 14 days of checkout without giving a reason.
- Subscriptions start straight away because you ask us to at checkout. If you cancel within the 14 days, we refund what you paid, less an amount for the time you used. A free trial that has not been charged costs nothing.
- Top-ups are supplied the moment you pay. At checkout you agree to that and acknowledge that, once they are supplied, you lose the right to cancel that top-up. Your consumer rights still apply if a top-up is faulty.
To cancel, email us (see How to ask) with the subject line "Cancel my purchase". We refund within 14 days of your request, to the payment method you used. You can use this model form, but you do not have to:
To OMNIA VINCULA PTY LTD trading as HomeAtlas, [email protected]:
I hereby give notice that I cancel my contract for the following service or digital content: [what you bought]. Ordered on [date]. Name: [your name]. Email address on the account: [email]. Date: [date].
Apple App Store and Google Play purchases are made with Apple or Google, who handle cancellation and refunds for them (see below).
Purchases through Apple or Google
A plan can be bought in one of two ways: on the website, where HomeAtlas bills you through Stripe, or inside the iPhone or Android app, where Apple or Google bills you. Your account can hold only one of these at a time, and each purchase is managed, cancelled, and refunded where it was bought. This section is about the second way.
If you subscribed through the Apple App Store or Google Play, Apple or Google handle refunds under their own policies, not us. To request a refund, use:
- Apple: reportaproblem.apple.com.
- Google Play: the Play Store's request a refund flow.
We cannot refund an Apple or Google purchase on your behalf.
Chargebacks and partial refunds
If you ask your bank or card provider to dispute a payment made on the website (a chargeback), we treat it like a full refund: the credits that payment bought are removed. Depending on what the payment was for, that is the unused plan credits for the period, the welcome gift that came with it, or the top-up pack. If the dispute is decided in our favour, the credits it removed are restored. They come back in the same amounts that were removed. Restored top-up credits never expire. Restored plan credits and welcome gift credits keep the expiry date they had before. Credits whose expiry date passed while the dispute was open are not restored. A partial refund is different: your credits stay in place.
Your consumer guarantees
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded. In Australia, you have rights under the Australian Consumer Law; in New Zealand, under the Consumer Guarantees Act 1993; and in the United Kingdom, under the Consumer Rights Act 2015, and in Canada and the United States, under the consumer protection law of your province or state. Where the Service fails to meet a non-excludable consumer guarantee, you may be entitled to a remedy such as a repair, replacement, refund, or re-supply, and this policy does not limit that.
How to ask
Email [email protected] with the subject line "Refund request". Tell us the email address on the account and what happened; we will reply within a reasonable time.