Refunds & Cancellation
Short version: there is a 14-day free trial so you can decide before you pay anything, you can cancel yourself at any time, and we refund honestly when we have got the billing wrong.
The free trial
Every plan starts with a 14-day free trial. No card is required to begin it and nothing is charged during it. If you do nothing at the end of the trial, no payment is taken — a subscription only starts when you actively choose a plan and set up payment.
How billing works
- Subscriptions are billed monthly in advance, per practice, at the plan price shown when you subscribed.
- Prices exclude GST, which is added at the prevailing rate.
- A GST invoice is issued for every payment.
Cancelling
You can cancel at any time from Settings inside the application, or by emailing support@soundsklear.com. No notice period, no cancellation fee, and no need to explain yourself.
Cancellation takes effect at the end of the period you have already paid for. You keep full access until then — we do not cut a clinic off mid-month for cancelling.
When we refund
We will refund you in full where:
- You were charged after cancelling.
- You were charged twice for the same period.
- You were charged the wrong amount, or charged after we failed to honour an agreed price change.
- A fault on our side made the service substantially unusable for a material part of the billing period, and we could not put it right.
In the ordinary case — you simply decided to stop — we do not refund the remainder of a month already paid for, because you keep access for all of it. This is why the trial is 14 days and needs no card: the decision point is meant to come before any money changes hands.
How to ask for a refund
Email support@soundsklear.com from the address on the account, with the invoice number or the date and amount of the charge. We will reply within three working days.
Approved refunds are returned to the original payment method. Once we issue it, the money typically reaches you in 5–7 working days, though the exact timing is set by your bank or card issuer rather than by us.
If a payment fails
We will retry and email your account owner. Access is not cut off immediately — a clinic in the middle of a consultation should not lose a patient record over a failed card. If payment remains outstanding after 14 days the account may be suspended, and your data is retained per the Terms of Service so you can still export it.
Payments your clinic takes from families
This policy covers what your practice pays us for the Sounds Klear subscription.
It does not cover fees your clinic charges patients and families for consultations, therapy packages or hearing devices. Those are between you and your patient, under your own refund policy. We record the transaction; we are not a party to it.
Questions
Anything unclear, ask before you subscribe rather than after — support@soundsklear.com. Full details are on the Contact page.