Refund Policy

Last updated: 11 May 2026

Refund Policy for FamilyAxis Software Ltd.

This Refund Policy explains the terms under which FamilyAxis Software Ltd. ("Company," "we," "our," or "us") provides refunds for subscription fees paid for access to the FamilyAxis platform (the "Platform").

1. Introduction

Thank you for choosing FamilyAxis Software Ltd. We are committed to providing high-quality software solutions designed for Family Assessment Centres. This Refund Policy outlines the terms and conditions under which we offer refunds for subscriptions purchased through our website and handled by our payment provider, Lemon Squeezy.

Lemon Squeezy acts as the official Merchant of Record for all our sales. This means Lemon Squeezy handles all payment transactions, invoicing, and related customer service inquiries on our behalf.

2. Subscription Terms, Free Trial, Billing, and Free Tier

Free Trial: We offer a 14-day free trial for new subscriptions. During this period, you can explore FamilyAxis without any charge. If you cancel before the trial ends, no payment will be processed, and no refund will be necessary.

Free Tier: After the trial, you may continue using FamilyAxis on our free tier (currently limited to three (3) residents) at no charge, subject to these Terms.

Subscription: You may upgrade to a paid subscription for additional features and resident limits. Your subscription will automatically renew at the end of each billing cycle (monthly or annually) unless you cancel it before the renewal date. All subscription fees are non-refundable except as explicitly stated in this policy.

Billing: All fees are exclusive of applicable taxes, which will be calculated and charged by Lemon Squeezy at the time of purchase.

3. Refund Eligibility

We want you to be completely satisfied with FamilyAxis. Given that our product is a digital service with no physical returns, our policy is to not provide refunds for subscriptions once a fee has been paid. Refunds may only be issued at our sole discretion in the following limited circumstances:

a) Specific Refund Exceptions

We may consider issuing refunds under the following exceptional circumstances:

  • Duplicate Payment: If you are mistakenly charged twice for the same subscription.
  • Technical Service Failure: If the Platform is completely unavailable for more than 72 consecutive hours due to issues on our end (excluding planned maintenance, force majeure events, or third-party service disruptions).
  • Billing Error: If there was a clear and demonstrable error in the billing amount or frequency.
  • Unauthorised Transaction: If you can demonstrate that a transaction was made without your authorisation.

b) Non-Refundable Circumstances

Please note that refunds will generally not be granted in the following situations:

  • Change of Mind: If you simply change your mind about the software after purchase.
  • Lack of Usage: If you have not used the software but did not report an issue.
  • Failure to Cancel Subscription: Refunds are not provided for automatic renewals if you failed to cancel your subscription before the renewal date. It is your responsibility to manage your subscription and cancel it in a timely manner.
  • Breach of Terms: If your account is terminated due to a violation of our Terms of Service.

4. How to Request a Refund

Option 1 - Direct to Lemon Squeezy (Recommended):

Visit app.lemonsqueezy.com to access your account and submit your refund request directly to Lemon Squeezy.

You can get help with your subscription as well as request a refund via the Lemon Squeezy support team.

Provide your order number and the email address used for purchase.

Option 2 - Through FamilyAxis:

Email [email protected].

Include the following information in your email:

  • Your order number
  • Account email address
  • Date and amount of the charge
  • Detailed reason for your refund request, specifying how it meets one of the "Specific Refund Exceptions" outlined in Section 3.
  • Any supporting documentation

5. Processing Refunds

Refund requests are reviewed and determined at the sole discretion of FamilyAxis Software Ltd. and our merchant of record, Lemon Squeezy, on a case-by-case basis. Lemon Squeezy is able to issue full or partial refunds on any order, and refunds are always free.

Approved refunds will be processed to the original payment method within 7–14 business days, subject to your payment provider's processing times. Please note: refunds may be limited by the policies of your payment provider, card issuer, or payment network (for example, card schemes and digital wallets may impose maximum time limits for processing refunds). We are not responsible for delays caused by banks, card issuers, or payment processors.

6. Non-Refundable Items

The following are strictly non-refundable:

  • Setup fees or onboarding charges, if applicable.
  • Charges for add-ons, overages, or usage-based billing beyond your subscription plan.
  • Fees incurred from third-party integrations or services.
  • Custom development or professional services.
  • Subscription periods already consumed or partially used (unless required by law).

7. Regional Consumer Rights

This policy operates within the framework of applicable consumer protection laws. Where local laws provide stronger consumer protections than this policy, those laws will take precedence. This includes, but is not limited to, rights under:

  • European Union: The Consumer Rights Directive, including a 14-day withdrawal period for consumers.
  • United Kingdom: The Consumer Rights Act 2015.
  • Australia: The Australian Consumer Law.
  • Other local consumer protection regulations in your jurisdiction.

8. Chargeback Policy

Contacting us directly is the required first step for resolving billing issues. Initiating a chargeback through your payment provider instead of following our refund request process may result in the immediate suspension of your account.

We reserve the right to dispute chargebacks we deem to be illegitimate. Chargeback fees incurred by us may be passed on to the customer in cases of disputed, illegitimate chargebacks.

9. Lemon Squeezy's Role

As our payment provider, Lemon Squeezy is the Merchant of Record. This means:

  • Lemon Squeezy will issue all invoices and receipts for your purchases.
  • All refunds, when approved by FamilyAxis Software Ltd., will be processed by Lemon Squeezy.
  • For any payment-related questions or to access your invoices, you can log in to your Lemon Squeezy account or contact Lemon Squeezy directly.

10. Cancellation

You may cancel your paid subscription at any time. Cancellation will stop any future recurring charges. Cancellation does not entitle you to a refund for the current billing period you have already paid for. Free tier users may close their account at any time via the Platform settings.

11. Contact Us

If you have any questions about this Refund Policy, please contact us at:

Company: FamilyAxis Software Ltd.
Email: [email protected]
Website: www.familyaxis.com