LYRAA
CUSTOMER POLICY
Refund and Cancellation Policy
How subscriptions, cancellations, refunds, and downgrades work.
Version 1.0
Effective: 20 April 2026
A Hyperion Tech product · Melbourne, Australia
ABN 20 646 814 048
PUBLIC CUSTOMER POLICY
Refund and Cancellation Policy
Straightforward rules for subscriptions, cancellations, refunds, and downgrades. Written so you understand exactly what to expect.
| Provider | Hyperion Tech Pty Ltd (ABN 20 646 814 048) |
| Product | Lyraa — AI voice receptionist |
| Policy applies to | All paid Lyraa subscriptions |
| Related documents | Terms of Service · Privacy Policy |
| Contact | info@lyraa.io · support@lyraa.io |
| Registered address | Ground Floor, 470 St Kilda Road, Melbourne VIC 3004 |
| Version | 1.0 · Effective 20 April 2026 |
| THE SHORT VERSION
Try Lyraa free for 14 days — no card, no charge. Once you subscribe, you can cancel anytime from your Account; your plan stays active until the end of the paid month you’re in. We don’t issue refunds by default, but if something’s gone wrong, email us and we’ll look at it case-by-case. Nothing in this policy removes the consumer rights you have under Australian law. |
- About this policy
1.1 This Refund and Cancellation Policy explains how Lyraa subscriptions work, how you can cancel, when we may issue refunds, and how downgrades take effect. It applies to all paid subscriptions to the Lyraa AI voice receptionist service (Service) provided by Hyperion Tech Pty Ltd (we, us, our).
1.2 This Policy forms part of our Terms of Service. Where there is any inconsistency between this Policy and the Terms of Service, the Terms of Service prevail.
1.3 Capitalised terms used in this Policy have the meanings given in the Terms of Service.
- Your rights under Australian Consumer Law
2.1 Nothing in this Policy excludes, restricts, or modifies the rights you have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other law that cannot be lawfully excluded.
2.2 Where the Service is supplied to you as a consumer, certain consumer guarantees apply automatically. These include guarantees that the Service will be provided with due care and skill, will be reasonably fit for any purpose made known to us, and will match any description under which it was supplied.
2.3 If the Service fails to meet a consumer guarantee, you may be entitled to a remedy. The remedy depends on whether the failure is a major failure or a minor failure, as defined in the Australian Consumer Law.
- Major failure — you are entitled to cancel the Service and receive a refund for the unused portion, or keep the Service and receive compensation for the drop in value.
- Minor failure — we may offer to repair, replace, or re-supply the Service before issuing a refund.
2.4 This Policy is separate from, and in addition to, those statutory rights.
- Free trial
3.1 We offer a fourteen (14) day free trial of the Service. No credit card is required to start the trial.
3.2 During the trial you have full access to the Service, subject to the fair-use limits published from time to time at lyraa.io/pricing.
3.3 At the end of the trial, your Service is downgraded to a read-only state. You will not be charged unless you actively select a paid plan and provide valid payment details.
3.4 You may extend the trial period on request by emailing info@lyraa.io. Extensions are granted at our discretion and may be subject to fair-use review.
- How subscriptions work
4.1 Lyraa subscriptions are billed monthly in advance in Australian Dollars (AUD), exclusive of GST. GST is added to all invoices at the applicable rate.
4.2 Your subscription commences on the date you provide valid payment details and select a paid plan (Subscription Start Date). You will be charged on the Subscription Start Date and on the same date each calendar month thereafter (Billing Date), unless you cancel.
4.3 Each monthly subscription period runs from the Billing Date to the day before the next Billing Date (Paid Term).
4.4 Your subscription renews automatically each month until cancelled. No separate confirmation is required for renewal.
- Cancellation
5.1 You can cancel your subscription at any time from your Account by navigating to Account > Billing > Cancel Subscription. Cancellation is self-service; you do not need to contact us or provide a reason.
5.2 When you cancel, your subscription remains active until the end of the current Paid Term. You continue to have full access to the Service during that period.
5.3 Your subscription will not renew after the end of the current Paid Term. You will not be charged for any subsequent month.
5.4 You may reactivate your subscription at any time before the end of the Paid Term from your Account. After the Paid Term ends, reactivation requires selecting a plan and providing payment details again.
5.5 Cancelling your subscription does not delete your Account or your Customer Data. Data retention on termination is governed by the Terms of Service and Privacy Policy.
- Cancellation timeline
The table below summarises what happens when you cancel:
| Step | What happens | When |
|---|---|---|
| 1 | You click Cancel Subscription in your Account | Immediate |
| 2 | Your subscription is marked as cancelled and will not renew | Immediate |
| 3 | You continue to use Lyraa with full functionality | Until end of Paid Term |
| 4 | Access is downgraded to read-only at end of Paid Term | End of Paid Term |
| 5 | Customer Data retained for export | Six (6) months from downgrade |
| 6 | Customer Data permanently deleted | After six (6) months |
- Refunds
7.1 We operate a no-refund policy as the default position. Subscription fees are non-refundable for any reason, including but not limited to: (a) failure to use the Service during the Paid Term; (b) cancellation mid-Paid-Term; (c) change of business circumstances; (d) dissatisfaction that does not rise to a breach of a consumer guarantee; or (e) downgrade to a lower plan.
7.2 Case-by-case refunds. Notwithstanding the no-refund default, we may issue a refund at our discretion on a case-by-case basis where the circumstances warrant it. To request a case-by-case refund, email info@lyraa.io with: (a) your registered business name and Account email; (b) a description of the circumstances; (c) the refund amount you are seeking; and (d) any supporting evidence.
7.3 We will respond to refund requests within seven (7) business days. A refund decision at our discretion is not a precedent and does not create an entitlement for future similar requests.
7.4 Consumer Law refunds. This clause 7 does not apply to refunds you are entitled to under the Australian Consumer Law. Refunds required by the Australian Consumer Law will be processed in accordance with clause 2.
7.5 Approved refunds are processed to the original payment method within five (5) to ten (10) business days of approval. We may deduct any outstanding amounts you owe us from the refund.
- Downgrades
8.1 You may downgrade your subscription to a lower plan at any time from your Account.
8.2 Downgrades take effect at the start of the next Paid Term. Your current plan and its features remain active until the end of the current Paid Term. No refund or credit is issued for the difference in price between plans.
8.3 If the features or usage allowance of the downgraded plan are lower than your current plan, you will lose access to those features or allowances at the start of the next Paid Term.
8.4 You may cancel a pending downgrade at any time before it takes effect from your Account.
- Upgrades and overages
9.1 Upgrades to a higher plan take effect immediately. Your next Billing Date is unchanged, but you will be charged a pro-rata amount for the higher plan covering the remainder of the current Paid Term.
9.2 If your usage during a Paid Term exceeds the allowance of your current plan, we will automatically upgrade you to the next appropriate plan and charge the difference to your payment method on file. We will notify you by email when an automatic upgrade occurs.
9.3 You may downgrade back to your previous plan at the start of the next Paid Term in accordance with clause 8.
- Failed payments
10.1 If a payment fails on the Billing Date, we will retry the payment over the following seven (7) days. During this period you will receive email notifications at each retry attempt.
10.2 If the payment remains unpaid after seven (7) days, your Service may be suspended until payment is received. During suspension you will not be able to receive calls through Lyraa.
10.3 If the payment remains unpaid after thirty (30) days, we may terminate your Account. On termination, Customer Data is retained in accordance with the Terms of Service.
10.4 You can restore a suspended Account at any time by settling the outstanding balance from your Account. If your Account has been terminated, you will need to re-subscribe to resume service.
- Price changes
11.1 We may change the price of our plans from time to time. We will give you at least thirty (30) days’ written notice before any price change takes effect for your subscription.
11.2 If you do not wish to continue at the new price, you may cancel your subscription before the new price takes effect. Your subscription will continue at the existing price until the end of your current Paid Term.
- Termination for breach
12.1 We may terminate your Account for breach of the Terms of Service, including breach of the Acceptable Use Policy, or for non-payment in accordance with clause 10.
12.2 Where we terminate your Account for breach, subscription fees already paid are non-refundable. This is a reasonable estimate of the damage caused by the breach and reflects the administrative cost of investigation and termination.
12.3 This clause does not apply to rights you have under the Australian Consumer Law.
- Disputes and complaints
13.1 If you disagree with a charge, a cancellation, a refund decision, or any other billing matter, contact us first at info@lyraa.io. Please include your registered business name, Account email, the transaction or invoice reference, and a description of the issue.
13.2 We aim to acknowledge billing disputes within twenty-four (24) to seventy-two (72) business hours and to provide a substantive response within ten (10) business days.
13.3 If you are not satisfied with our response, you may escalate the matter to: (a) Consumer Affairs Victoria (consumer.vic.gov.au) or the consumer protection agency in your State or Territory; (b) the Australian Competition and Consumer Commission (accc.gov.au); or (c) the Victorian Civil and Administrative Tribunal (VCAT) for consumer disputes within its jurisdiction.
13.4 We ask you not to initiate a chargeback with your bank or card issuer before contacting us. Chargebacks initiated without prior contact may result in immediate suspension of your Account while the dispute is investigated.
- Changes to this policy
14.1 We may update this Policy from time to time. Material changes will be notified to subscribed Customers by email at least thirty (30) days before they take effect.
14.2 The current version of this Policy is always available at lyraa.io/legal/refunds. Your continued use of the Service after the effective date of an updated Policy constitutes acceptance of the update.
- Contact
Questions, requests, or complaints about this Policy can be directed to:
Hyperion Tech Pty Ltd (trading as Lyraa)
Ground Floor, 470 St Kilda Road, Melbourne VIC 3004, Australia
Email (general): info@lyraa.io
Email (support): support@lyraa.io
This Refund and Cancellation Policy was last updated on 20 April 2026. Version 1.0.