Last Updated: 1 November 2025

At Havn Wellness, we strive to deliver a valuable and satisfying experience for all our users. This Refund Policy outlines the circumstances under which we offer refunds for our subscription services and other purchases. Because Havn operates under a B2B2C model (with services often purchased by employers for employees), refund eligibility can vary based on how you access the service. Please read this policy carefully to understand your rights. Our goal is to be fair and transparent, balancing flexibility for our customers with the sustainable operation of our platform.

1. Employer-Funded Programs (Pilot and Enterprise Plans)

Many users access Havn through their employer’s program. In such cases, payment arrangements are handled between Havn and the employer, and individual employees typically are not charged.

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• Pilot Programs (Employer-Funded Trials): If your employer has engaged Havn in a pilot program (a short-term trial run for a group of employees), those pilot fees paid by the employer are generally non-refundable. Pilot programs are often offered at a negotiated rate or with special conditions, and they serve as a trial to evaluate Havn’s effectiveness. Once a pilot period commences, Havn commits resources and delivers the full service for the duration of the pilot. Employers are not entitled to refunds on pilot fees even if they choose not to continue after the pilot, except as specified in our contract with them. (For example, if our contract guaranteed a refund if less than a certain percentage of employees onboard, we would honor that, but such terms would be explicitly stated in the employer agreement.)

• Ongoing Employer Subscriptions: For standard enterprise subscriptions (e.g., an annual contract covering all employees), refunds are governed by the service agreement with the employer. Typically, if an employer decides to terminate their contract early, any refunds or credits would depend on the terms of that contract. Employees should note that if their company withdraws from the program, they will lose access; individual employees are not entitled to any refund from Havn because they didn’t pay Havn directly. Employers may choose to offer their employees alternatives or compensation at their discretion, but that is outside the scope of Havn’s policy.

• Unused Seats or User Slots: In cases where an employer purchase includes a certain number of user “seats” (licenses) and not all are used, the purchase is usually considered non-refundable for unused seats after a certain point. For instance, if an employer paid for 100 user licenses and only 90 employees enrolled, the employer cannot claim a refund for the 10 unused slots after the refund eligibility window (if any) passes. We advise employers to start with a number that matches expected usage; we can often add more seats later but cannot always reduce the number mid-term unless the contract allows.

• Per-User API Access Fees: If Havn offers an API or integration for enterprises that is charged on a per-user or per-call basis (for example, an employer integrates Havn’s AI into their intranet via API and pays per active user or usage volume), such fees are generally not refundable once incurred. Any upfront commitments for a certain volume are also typically non-refundable. This is because even if usage is lower than expected, we have reserved infrastructure and support for that commitment.

2. Direct Consumer Purchases (Individual Subscriptions)

For users who personally subscribe to Havn (outside of an employer arrangement), we offer the following refund provisions:
Free Conversations and Basic Access: Havn may allow a certain amount of free usage (for example, a limited number of AI interactions per day) without any charge. These free services are provided “as is” and have no monetary cost, so there is nothing to refund. If you only use Havn’s free features, you will never be charged.

 

• Initial Subscription – “Cooling-Off” Period: We want new subscribers to feel confident in their purchase. New individual subscribers are entitled to a full refund if they cancel within the first 7 days of their initial paid subscription (the very first time you subscribe), provided they are experiencing significant issues or dissatisfaction. This essentially acts as a “money-back guarantee” window. We ask that you provide feedback on what was unsatisfactory or what technical issues you encountered, so we have a chance to fix it. To claim this refund, you must contact our customer support within 7 days of the subscription start and request the cancellation and refund. If you subscribed via a mobile app store, note that in many cases, app stores handle refunds directly (Apple App Store and Google Play each have their own refund request processes). We will assist you as needed in that process. Refunds for initial subscriptions canceled in this period will be processed in full, minus any non-refundable fees that our payment processors or platforms charge that we cannot recover (for instance, the app store commission might not be refunded to us after a certain point, or currency conversion fees might apply)  . We will be transparent about any such deductions.

• Technical Issues – Ongoing Subscriptions: If you are an existing subscriber (past the initial 7-day period) and you encounter technical problems that severely impact your ability to use Havn, we will work to make it right. First, report the issue to our support team as soon as possible  . We will verify and attempt to resolve the issue. If the problem is on our side and cannot be fixed in a reasonable time, we will offer compensation in the form of a prorated refund or service credit for the time you were unable to use the app properly  . For example, if a server outage or bug made the service unusable for 10 days in a monthly subscription, we could refund you for that 10-day portion or extend your subscription by a corresponding amount. We may deduct any applicable third-party fees from refunds (since, as mentioned, some platforms might not return the fees to us), but we’ll always explain what is being deducted.

• Subscription Auto-Renewals: All individual subscriptions are by default set to auto-renew (monthly or annually, depending on your plan). Charges for auto-renewal periods are generally non-refundable once the renewal has occurred  . We send reminders or instructions on how to turn off auto-renewal (especially for annual plans) as a courtesy. It is your responsibility to cancel before the renewal date if you do not wish to continue. However, we understand mistakes happen. If you forgot to cancel and a renewal charge hit, and you have not used the service since the renewal, you can contact us promptly (ideally within a week of the charge) – we’ll review on a case-by-case basis. We may provide a refund for that renewal as a one-time courtesy if no significant usage occurred, especially for annual plans, because we want to be reasonable. But for monthly plans, typically you’ll just have that month and then it will not renew next time if you canceled.

• User Satisfaction: We stand by the quality of Havn. That said, general dissatisfaction (e.g., “I didn’t find it helpful for me”) is more subjective. We encourage you to use the free trial or the initial 7-day period to gauge fit. Outside of those periods, refunds for reasons other than technical failures are not guaranteed and are handled at our discretion. We do value your feedback and may offer solutions like a free coaching call or extended trial of a new feature if you’re unhappy, but pure “buyer’s remorse” refunds after significant usage of the service aren’t part of our standard policy.

3. How to Request a Refund

To request a refund or credit, please follow these steps:

• Contact Support: Email our customer support at info@havnwellnessai.com or use the in-app “Contact Us” feature. Include the word “Refund” in your subject line or message to flag the request. Provide details such as the email associated with your account, the purchase receipt if available, the date of purchase, and the reason you are requesting a refund. If it’s due to a technical issue, describe the issue in as much detail as possible (screenshots are helpful if you have them).

• App Store Purchases: If you purchased through Apple App Store or Google Play, you can also request a refund through those platforms directly (they have refund request mechanisms in their purchase history). Their policies might apply (for example, Apple often honors refund requests for subscription issues if made within a certain time). You can still notify us so we can support you in that process and possibly expedite it.

• Verification: Our support team will log your request and may reach out for additional information. We will verify your account status (to ensure, for instance, that you indeed had a subscription and the payment went through) and investigate any technical issues reported  . Verification might involve checking server logs or consulting with our engineering team about an outage or bug you encountered.

• Resolution: We aim to respond to refund requests within 2-3 business days to let you know if it’s approved or if we need more time/information. If approved, we will issue the refund via the original payment method whenever possible. Refunds will be processed within 14 business days from approval of your request  . (Often it’s faster, but sometimes banks or credit card companies take the full time.) If it’s a partial/prorated refund, we will explain the calculation. If you paid through an app store, the refund will come through that store (and timing might depend on their processes, though usually similar). We’ll send you an email confirmation once the refund is initiated.

• Alternative Resolution: In some cases, instead of a refund, we might offer you a choice of a service credit (extra time on your subscription at no charge) or other compensation that you might find valuable. For example, if you reported a bug that we then fixed, we might offer you a free month for helping improve Havn. You are not obligated to accept a credit instead of a refund – it’s just an option if you’d prefer to continue using the service rather than get money back.

4. Non-Refundable Situations

While we want to be accommodating, certain scenarios are not covered by our refund policy:

• Change of Mind After Extensive Use: If you’ve used Havn extensively for a good portion of your subscription and then decide you want to cancel towards the end of a cycle, we generally will not refund that cycle. Example: You subscribe for a month, use Havn every day for three weeks, then decide it’s not for you and ask for a refund for that month – this would fall outside our policy as you have utilised the service. You can, of course, cancel to prevent the next charge.

• Interruptions for Maintenance: Havn may occasionally be down for scheduled maintenance or brief technical fixes. We do our best to schedule these at low-usage times and to keep them short. Such planned outages or minor, temporary service issues are not grounds for a refund  . (If we had an extended unplanned outage, that might be covered under technical issues as described above.)

• Dissatisfaction Unrelated to Performance: If the app functioned as intended but you simply didn’t like the content or didn’t achieve the personal results you hoped for, that falls under user satisfaction rather than a fault of the service. As mentioned, we handle these on a case-by-case basis, but there is no promise of a refund in these cases outside of our goodwill. We will, however, take your feedback seriously for future improvements.

• Violation of Terms: If your access to Havn was terminated or suspended due to a violation of our Terms of Use or User Agreement (for example, misuse or abuse of the platform), you are not eligible for refunds on any unused portion of your subscription. Users removed for cause forfeit any right to refund as the termination was a result of their breach of agreement.

• Third-Party Fees: Any fees that were charged by third parties that we cannot recover are not refundable. For example, if you incurred currency exchange fees, international transaction fees from your bank, or paid a third-party counselor through an integration (hypothetically), those aren’t something Havn can refund. We can only refund the amounts we directly received, minus any non-refundable transaction fees as noted.

• App Store Denials: In rare cases, an app store might refuse a refund request (if, say, a long time has passed or the user has abused refund requests in the past on that platform). While we have our policy, we also must abide by the payment platform’s rules. We will advocate for you, but ultimately we cannot override Apple’s or Google’s policies. We encourage users to be honest and fair in their refund requests to maintain a good standing with those providers as well.

5. Trial Periods and Promotions

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• Free Trials: As mentioned under Terms of Use, if you are on a free trial and do not cancel before it ends, it will convert to a paid subscription and charge you. During the free trial, you won’t be charged. If you forgot to cancel and were charged, see the auto-renewal refund approach above (we may refund if no usage and request is immediate).

• Promotional Discounts: If you signed up using a promotional price (say, three months for the price of one, or a special lifetime rate), refunds will typically be prorated based on what you actually paid. Promotional periods themselves (like a $0 first month) don’t have money to refund. If a promotion involved a commitment (e.g., a lower rate for committing to 6 months), early cancellation might void the promotional rate – we would clarify any such terms in the promotion details.

• Referral or Gift Codes: If you used a gift code or referral bonus that gave you some free or discounted time, that portion isn’t something that gets refunded (since you didn’t pay for it). Refunds will be calculated on the actual paid amount.

• Upgrades/Downgrades: If you upgrade from a monthly to an annual plan (paying upfront for a discount) and then request a refund within an eligible window, we’ll consider how long you used the monthly before upgrade. Similarly, downgrading might just apply from the next cycle. We aim to ensure you’re not double-charged or penalised unfairly, but these scenarios can be handled via support queries for clarity.

6. Processing Refunds

When a refund is approved, we will process it as follows:

If possible, the refund will be applied to the original payment method. So if you paid by credit card, the refund goes to that card; if through Apple, it goes to your Apple ID balance or card per Apple’s process; if through bank transfer, back to that bank account, etc.

 

• Timeline: As noted, refunds typically complete within 14 business days  . If you don’t see it by then, first check with your bank or payment provider – sometimes they show the credit on the next statement cycle. If it’s still not visible, contact us and we’ll help trace it. We can provide a transaction ID of the refund for you to give to your bank if needed.

• Notification: We will confirm via email when the refund is issued. The amount and date will be stated. If any partial refund or fee deduction was involved, that will be explained. For instance, “$39.99 was refunded to your Visa ending 1234 on Nov 15, 2025. (This was the $49.99 annual fee minus a $10 non-refundable app store fee.) Expect 5-10 days for it to appear on your statement.”

• Alternative Resolution Follow-up: If we granted you a service credit or extended subscription in lieu of a refund, we’ll email confirmation of that too, so you have it in writing. E.g., “We have added a 1-month credit to your account. Your next billing date has been pushed from Dec 1 to Jan 1, after which billing will resume unless canceled.” This ensures clarity.

7. Changes to this Refund Policy

Havn may update this Refund Policy from time to time. If we make significant changes (for example, tightening or broadening the refund window), we will notify users via our website or app, and by email if appropriate. Changes will not apply retroactively – if you purchased something under the old policy, that policy at purchase time governs the refund terms for that purchase. We maintain an archive of policy versions and effective dates for reference. The effective date of this policy is [1 November 2025].

8. Contact Information

For any questions or clarifications about this Refund Policy, you can reach out to us:

• Email: info@havnwellnessai.com (for payment or refund related inquiries)

• Support: Use the Havn app or website support chat/contact form.

We are here to help and want to ensure you have a positive experience with Havn. If something didn’t meet your expectations, let us know and we’ll do our best to address it fairly. Havn is about supporting your well-being, and that includes being treated fairly as a customer. Thank you for giving Havn a try, and we hope to continue supporting you on your wellness journey!