Jaylu · by the Quantum Key Institute

Refund and Cancellation Policy

Last updated 03-11-2026

Jaylu is a subscription made by Quantum Key Institute Pty Ltd (ABN 93 684 008 366). This page says how to cancel, what happens when you do, and when you get money back. It is part of the Terms of Service.

The short version

• Cancel any time, online, in the app. Menu, then Plan & billing, then Cancel subscription. No call, no email, no waiting.
• Cancel during your free trial and you pay nothing.
• Cancel a paid plan and it runs to the end of the period you have paid for. You are not charged again. The unused part is not refunded, except as set out below.
• If Jaylu did not work as it should, tell us and we will put it right, including a refund where the Australian Consumer Law says one is due.

1. How to cancel

Open the app, tap Menu, then Plan & billing, then Cancel subscription at the bottom of the page. A few short screens follow: we may offer you a discount or a smaller plan, we tell you when your recordings would be deleted, and then you confirm. Cancelling takes effect the moment you confirm, and we email you to say so. You can undo it from Plan & billing at any time before your paid period ends.

If you subscribed through the Apple App Store or Google Play, you cancel in your Apple or Google subscription settings, and their refund rules apply.

2. The free trial

Your first subscription starts with a 7-day free trial. You give a card up front, but nothing is charged during the trial. We email you the end date, the plan, the price and how to cancel when the trial starts. Cancel before the trial ends and there is nothing to refund, because nothing was charged. If you do not cancel, the first payment is taken on the day the trial ends. That payment is for the period that starts that day, and the rules below apply to it.

3. Monthly plans

When you cancel, your plan stays exactly as it is until the end of the month you have paid for, and is not renewed. We do not refund the days you did not use. The most you can ever lose by forgetting to cancel is one month.

4. Yearly plans

A yearly plan is paid up front for twelve months, for less than twelve monthly payments (the pricing page shows each saving). Lite is monthly only. Whether monthly or yearly, a plan's monthly allowance of new sessions starts again on the same day each month as the day you started paying (in a shorter month, its last day), and unused sessions don't carry over. We email you before it renews, so a renewal is never a surprise. If you cancel within 14 days of a yearly payment, the first one or a renewal, and have made fewer than 14 new sessions since that payment, we refund it in full. [CONFIRM: this 14-day change-of-mind window on yearly plans is Luke's call] After that, the plan runs to the end of the year you paid for and the unused part is not refunded, except under section 7.

5. The Library plan

The Library plan is offered only when you cancel a plan you have paid for; it is not available if you have only had a free trial. It keeps every session you have made ready to replay for a small monthly fee, with no new sessions. It has no free trial. Cancel it like any other plan: it runs to the end of the month you have paid for, with no refund of the unused days.

6. Changing plans

Moving up to a bigger plan happens straight away: you pay the difference for the rest of your current period, and that charge is not refundable once the bigger plan's sessions are available to you. Moving down starts when your current period ends, so there is nothing to refund.

7. When we do refund

Under the Australian Consumer Law, Jaylu comes with guarantees that cannot be excluded: it must do what we say it does, with due care and skill, and be fit for the purpose we describe. If it does not, you are entitled to have the problem fixed, and to a refund where the failure is major or cannot be fixed in a reasonable time. We honour that wherever you live. In practice:

• If Jaylu could not make your sessions for several days and we could not fix it, we refund that part of your period or credit it to your next payment.
• If you were charged by mistake, for example after you cancelled, we refund the charge in full as soon as you tell us.
• If a session is faulty (wrong voice, a broken recording, a script that does not match your answers), tell us from the notes screen after the session or by email and we make it again at no cost. A faulty session is not counted against your plan.

We do not refund because a session did not produce the result you hoped for. Hypnosis and meditation are not medical treatment, and results vary from person to person; see the Health Notice and Disclaimer.

8. Failed payments

If a payment fails, Stripe tries your card again over the following days and emails you a link to update it. Your access continues while that happens. If it still fails, your plan ends and your access stops. Your sessions are kept for 90 days, so if you start again within that time everything is still there.

9. Deleting your account

Deleting your account cancels any subscription immediately and removes everything. It does not refund the unused part of a period, so if you want to use what you have paid for, cancel instead and delete later.

10. Chargebacks

If something looks wrong on your statement, email us first. We answer within two business days and we refund mistakes straight away, which is faster than a dispute with your bank. Our statement descriptor is [CONFIRM: statement descriptor, for example SHIFT APP].

11. How to ask

Email support@quantumkeyinstitute.com [CONFIRM: support email] from the address on your account, with the plan and the date of the charge. Refunds go back to the card you paid with and take 5 to 10 business days to appear, depending on your bank.

Quantum Key Institute Pty Ltd, ABN 93 684 008 366. Read with the Terms of Service, the Health Notice and Disclaimer and the Privacy Policy. Prices: pricing page.