Spine OS · Legal
Refund Policy
Version v1.0 · Last updated: 13 June 2026
All prices and refunds are in Australian dollars (AUD) and inclusive of GST. This policy operates in addition to — and never limits — your rights under the Australian Consumer Law (ACL).
This is the policy that governs Spine OS. Mindspan's study programs (OSCE, NPE, DSM-5-TR) have a separate refund policy with a different window; that policy does not apply to Spine OS. For the Spine OS Kit, the 30-day guarantee in section 1 below is the one that applies — not the study-program policy.
1. The Kit — 30-day, no-questions money-back guarantee
If you buy the Spine OS Kit (one-time A$497 AUD inc. GST) and it is not right for you, you may request a full refund within 30 days of your purchase date, for any reason — no questions asked.
How to request a refund:
- Email info@mindspan.com.au from the email address you used at checkout.
- Put "Spine OS refund" in the subject line.
- Include your order or receipt number (it is on your Stripe receipt and tax invoice).
That is all we need. You do not have to explain why.
What happens next:
- We process approved refunds to your original payment method, typically within 2 business days of approval; funds then take 5–10 business days to appear depending on Stripe and your bank.
- On refund, your licence to the Template ends — you agree to stop using the Kit and delete the downloaded files. Your own business data that you created remains yours (see the EULA).
- The refund returns the full amount you paid, inclusive of GST.
There is no usage trap: downloading or starting to set up the Kit does not void your right to a refund within the 30-day window.
2. After 30 days
Outside the 30-day window, the no-questions guarantee no longer applies, but your ACL rights still do (section 5). If something has genuinely gone wrong — for example a fault on our side prevented you from downloading or using what you paid for — contact us and we will make it right, by fixing the issue or refunding, as appropriate.
3. Done-For-You tiers (Lite, Pro, Bespoke)
The Lite (A$2,997), Pro (A$7,997), and Bespoke (from A$19,997) done-for-you engagements (all AUD inc. GST) are custom services sold by booking and quote. Because work begins on a scheduled, resourced basis, refunds for these tiers are governed by the service agreement you sign for that engagement — including any deposit, milestone, and cancellation terms — rather than the 30-day Kit guarantee. Those terms are set out before you commit. Your ACL rights apply regardless (section 5).
4. Retainer (month-to-month)
The Retainer (A$997/month AUD inc. GST) is a month-to-month service with no lock-in contract. You may cancel at any time by email to info@mindspan.com.au. Cancellation takes effect at the end of the current paid month — you keep access for the month you have paid for, and you are not charged again. We do not charge a cancellation fee. Part-months already started are not refunded except where the ACL requires it.
5. Your Australian Consumer Law rights (these always apply)
Nothing in this policy excludes, restricts, or modifies any consumer guarantee or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.
Our goods and services come with guarantees that cannot be excluded under the ACL. If there is a major failure, you are entitled to a remedy — which may include a refund or replacement — and to compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the problem fixed within a reasonable time, and if it is not, to a refund. These rights apply regardless of, and in addition to, the 30-day guarantee and any service-agreement terms.
6. Disputes and chargebacks
If something is wrong, please email us first — we would much rather sort it out directly and quickly, and we can usually refund you faster than a bank dispute. Asking us first is a request, not a condition: choosing to raise a chargeback instead does not, by itself, end your licence and never affects your ACL rights.
Because the Template licence is granted in exchange for the purchase price, your licence ends only if the purchase price is refunded to you — whether that refund comes from us (section 1) or as the result of a chargeback or dispute decided in your favour. In other words, the licence and the payment go together: if you get your money back, the licence ends and you agree to stop using the Kit and delete the downloaded files (your own business data remains yours); if you keep the Kit, you keep the payment. Merely raising a dispute, or a dispute that is not resolved in your favour, does not end your licence.
7. Contact
info@mindspan.com.au — we aim to respond within 2 business days.
Mindspan Pty Ltd (ABN 88 377 453 125) | Melbourne, Victoria, Australia | Spine OS Refund Policy v1.0
Governed by the laws of Victoria, Australia. The Kit is business-administration tooling; it is not clinical, legal, financial, or tax advice.