Refund Policy
Last updated: September 2026
lived.center is an Australian business, and this policy is built around Australian Consumer Law. If you're outside Australia, see Customers outside Australia below — in short, you get whichever is better for you: your own country's consumer protection, or this policy.
Your consumer guarantee rights
Nothing on this page limits the consumer guarantees you're entitled to under Australian Consumer Law (ACL). Those guarantees exist automatically, apply to lived.center Pro the same as any other paid service, and cannot be excluded, restricted or replaced by anything written here — regardless of what country you're in.
Under the ACL, services we provide must:
- be provided with acceptable care and skill;
- be fit for any purpose you made known to us before subscribing;
- be delivered within a reasonable time, where no specific time was agreed.
If lived.center Pro fails to meet one of these guarantees, what happens next depends on how serious the failure is:
- Major failure (for example, a core feature you subscribed for is broken or unusable and we can't fix it within a reasonable time) — you can choose between a refund and us continuing to try to fix it.
- Minor failure — we get the choice of how to fix it within a reasonable time, before a refund becomes the only option.
Cancelling your subscription
You can cancel lived.center Pro at any time, and cancelling stops the next renewal from being charged. Simply changing your mind about a subscription you've already paid for isn't something Australian law requires a refund for, and outside of the consumer guarantees above, we don't offer one for the time already paid — your Pro access simply continues until the end of the period you've already paid for, then doesn't renew.
Customers outside Australia
We also aim to meet the consumer protection standards of the country you're actually in, on top of the Australian Consumer Law guarantees above. Consumer protection law varies a lot from country to country, and we don't claim to have every jurisdiction's requirements memorised perfectly — if you believe your local law entitles you to something this policy doesn't cover, tell us (see Questions) and we'll look into it properly.
What we won't do is use a difference between countries to give an Australian customer more than someone elsewhere. Where our own Australian-based policy already happens to be more generous than what your local law strictly requires, that's the standard we'll still apply to you — not a reduced one, just because your country's minimum happens to be lower.
Fair use
The guarantees and cancellation terms above assume the service was used normally. A refund won't be given where the request follows what we reasonably consider misuse of the service, including:
- subscribing, making heavy use of Pro-only features (large exports, whole-tree PDFs, printed books), and then requesting a refund once that use is done;
- sharing or handing over account access so that someone who hasn't paid gets Pro-level access;
- a chargeback or payment dispute filed without contacting us first, where we were never given the chance to resolve the issue directly;
- any use that breaches our terms of service, including fraudulent account activity.
This doesn't affect your consumer guarantee rights above — it only covers requests based on having simply changed your mind after getting the value you signed up for.
Outages and service availability
lived.center runs on infrastructure that, like any online service, can occasionally go down — for scheduled maintenance, or for reasons outside our control. We'll always let you know about an outage when we're able to, whether that's ahead of time for planned maintenance or as soon as we know for anything unplanned.
An outage on its own — brief, occasional downtime that comes with running any online service — is not treated as a reason for a refund. This is separate from, and doesn't reduce, your consumer guarantee rights above: a genuinely major, ongoing failure to provide the service at all is a different situation, and is covered by those guarantees, not excluded by this section.
How to request a refund
Use the Support button on lived.center, signed in to your account, and tell us what happened. We'll look at every request individually against this policy and get back to you.
Changes to this policy
If this policy changes, this page will say so and show the new date at the top. Changes won't be applied retroactively to reduce a refund you were already entitled to before the change.
Questions
Use the Support button on lived.center, signed in to your account, and we will help. Not signed in, or don't have an account? Use the button below instead.