We want subscribing to Lyff to feel like an easy, confident decision. This page explains how our plans, billing, renewals, cancellations and refunds work, including for the Lyff Care Card and concierge sessions, and what your rights are under Australian law. It forms part of our Terms of Service and applies alongside our Privacy Policy and Account Lifecycle Policy. If this page and the Terms of Service differ, the Terms of Service apply, unless this page gives you greater rights.
Current pricing is always shown at www.lyff.com.au/pricing before you subscribe. The price you see at sign-up is the price that applies to you until it changes in line with the notice described below.
$0 · 12 months
One vault with limited storage. Does not include Guardians, Custodians, Share Now, Incapacity / Passing or Future Messages.
$12.99/month · $129/year · $599 for 5 years
One paid vault, with one Guardian and one Custodian and all Complete features.
$20.99/month · $209/year · $999 for 5 years
Two separate Complete vaults under one billing arrangement.
$31.99/month · $319/year · $1,499 for 5 years
Up to four separate Complete vaults under one billing arrangement.
On Complete Duo and Complete Circle, each adult has their own vault. The person who pays controls billing, but paying does not give them access to anyone else's account or vault.
All prices are in Australian dollars and include GST. A tax invoice is available for every payment.
Monthly plans renew each month and annual plans renew each year on the date you subscribed, unless you cancel before the renewal date. We'll email you a reminder before an annual plan renews.
If we increase a price, we'll give you at least 30 days' written notice by email first. A new price only applies from your first renewal after the change takes effect, and never retrospectively. If you don't want to pay the new price, you can cancel before it applies and you won't be charged it.
A 5-Year plan is a single upfront payment covering five years. It does not renew automatically, and we will never increase the amount you've already paid for that term. Before it ends, we'll send you several notices explaining the end date, what will stop working and your options to renew or export.
We'll let you know and try the payment again. If it still hasn't gone through after reasonable notice, we may pause your paid features. If it remains unresolved, your plan ends and the usual end-of-plan process below applies.
You can cancel a paid plan at any time, from any device, in Settings > Plan & Billing > Cancel Subscription. We'll send a confirmation email. Cancelling doesn't require a phone call, a chat with a retention team, or a reason.
Cancelling a plan and closing your account are two different things:
Cancel your plan and your paid access continues until the end of the period you've paid for. Your vault then moves into a 90-day grace period: you can view and export everything and upgrade again, but you can't add or change items or use paid features. We'll send reminders with your deletion date. If you don't upgrade by the end of the 90 days, your vault and its contents are deleted. A cancelled paid plan does not move onto the Free plan.
Close your account and we'll confirm your deletion date and email you instructions to export anything you'd like to keep, from Settings > My data & export. You'll have 90 days to do so, after which your vault contents are permanently deleted.
On the Free plan, your account lasts 12 months, followed by the same 90-day grace period to export or upgrade, and then your vault is deleted.
On Complete Duo and Complete Circle, if the subscription ends we'll notify every adult vault holder, not only the person who pays.
If an Incapacity or Passing release was requested while your plan was active, it can still be completed after your plan ends.
Deletion can be delayed where the law requires us to keep information, or where there's a legal, fraud, security or dispute hold. Deleted information may also remain for a short time in our protected backups until they cycle out. Our Terms of Service and Privacy Policy explain this in full.
Manage your subscriptionWe don't offer a refund simply because you've changed your mind partway through a paid period. Specifically:
We'll refund prepaid fees for the unused part of your plan if:
The full conditions for each of these are in our Terms of Service.
Promotions such as Lyff First 50 have their own dated offer terms, which explain who's eligible, how long the offer runs and what happens at renewal. Where an offer's terms deal with a particular point, they apply to that point. Unless the offer terms say otherwise, an offer can't be combined with another offer, transferred to someone else or applied to a past payment.
Beta testers receive access on the terms of their Beta Participation Agreement. We will never start charging a beta tester for a paid plan unless they've actively agreed to it.
The Lyff Care Card is a wallet card and key tag set that shows your Emergency Profile when its QR code is scanned. It's a one-off purchase of $68, including GST and postage within Australia, not a subscription.
If you book a paid concierge session, you can reschedule it at any time by letting us know before the session starts. We don't give change-of-mind refunds for concierge sessions, but you won't lose your session by rescheduling.
If we cancel a session, or can't provide it, you can choose a new time or a full refund of that session.
Everything above describes our own approach. It doesn't take away from the guarantees you automatically get under the Australian Consumer Law, and nothing on this page or in our Terms of Service excludes, restricts or modifies them.
Our services must be provided with due care and skill, be fit for the purpose you'd reasonably expect, and be delivered within a reasonable time. Products such as the Care Card must be of acceptable quality and match their description. If we fail to meet these guarantees in a way that's a major failure, you can choose between a refund or ending your subscription and being compensated for any drop in value. For a failure that isn't major, we'll put it right within a reasonable time; if we can't, you may be entitled to arrange it elsewhere and recover reasonable costs, or in some circumstances a refund.
These guarantees apply regardless of what plan or product you have, including a 5-Year plan and anything described above as non-refundable.
If something hasn't gone the way it should, we want to know about it, and we will always work with you on a solution. Email us at hello@lyff.com.au or use our support form. Let us know what's happened and the outcome you're looking for, and we'll take it from there.
We'll acknowledge your message within 5 business days and aim to resolve it within 30 days, keeping you updated along the way if it's a little more involved. Most billing questions are sorted out well within that.
If we can't resolve it together, either of us can propose mediation, as set out in our Terms of Service. You're also welcome to contact the Australian Competition and Consumer Commission or your state or territory consumer affairs body for independent guidance on your consumer guarantee rights at any time.
