Sometimes refunds & cancellations are part of Lyff.
We always aim to make things right. Read our policy below and email us if you need to.
- Cancel any time from your account settings. No phone call and no retention queue.
- Your access continues until the end of the period you've already paid for.
- After that, your vault stays available read-only for 90 days so you can export everything, and you can ask for one extension of up to six months.
- Plans renew automatically at the price you signed up at, unless we've given you 30 days' notice of a change.
- Nothing on this page limits your rights under the Australian Consumer Law. Where the law entitles you to a remedy, we provide it.
We want subscribing to Lyff to feel like an easy, confident decision. This page explains how our plans, billing, renewals and cancellations work, and what your rights are under Australian law. It applies alongside our Terms of Service, Privacy Policy and Inactivity Safeguard and Account Lifecycle Policy.
Current pricing is always shown at lyff.com.au/plans before you subscribe, and the price you see at sign-up is the price that applies to you until it changes in line with the notice period described below.
$10.99/month · $109/year · $545 Long Term 5 Year Plan
Core vault, Lyff Guardian, Future Messages and Inactivity Safeguard.
$33.99/month · $329/year · $1645 Long Term 5 Year Plan
Everything in Complete, plus family sharing and expanded storage.
A Free plan is also available with no payment and no renewal, so nothing in this policy applies to it.
All prices are shown in Australian dollars. If GST applies to your subscription, this will be reflected on your invoice.
Monthly plans renew monthly, and annual plans renew annually, on the anniversary of the date you subscribed, at the price then applying to your plan, unless you cancel before the renewal date.
We will never increase your price without giving you at least 30 days' written notice by email. If you don't want to pay the new price, you can cancel before it takes effect and you won't be charged.
The Long Term 5 Year Plan is a single upfront payment covering five years of access. It does not renew automatically. We'll contact you before it ends so you can decide what's next.
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 paid plan is different from closing your account entirely:
Cancel your plan and your paid access continues until the end of your current paid term. Your vault then becomes read-only for 90 days, so you can view and export everything. We'll tell you the scheduled deletion date and remind you before it. If you need more time, you can ask for one extension of up to six months. When the 90 days, or any approved extension, ends, your vault is permanently deleted. The full wording is below.
Close your account and we'll email you a reminder to export anything you'd like to keep, from Settings > My data & export. You'll have 30 days from that email to do so, after which, in line with our Terms of Service, your vault contents are permanently and irreversibly deleted.
The following process applies to all paid plans, including monthly, annual and Long Term 5 Year Plans.
When you cancel, your paid access continues until the end of your current paid subscription period. Cancellation does not entitle you to a refund for the unused part of that period, except where required by the Australian Consumer Law.
When your paid access ends:
- (a) your subscription will not renew;
- (b) your vault will enter read-only mode for 90 days;
- (c) you may view and export your vault contents during that period, but you cannot add, edit or replace content;
- (d) Lyff will notify you of the scheduled deletion date and send reminders before that date; and
- (e) at the end of the 90-day period, your vault contents will be permanently and irreversibly deleted unless an approved extension or preservation hold applies.
You may request one extension of the read-only period for up to six months. The request must be made before the scheduled deletion date through Lyff Support or by emailing hello@lyff.com.au and must explain why additional time is required.
Lyff will consider extension requests reasonably and consistently, including where illness, incapacity, bereavement, technical difficulty, an authority dispute, probate, estate administration or another genuine barrier has prevented timely retrieval.
Submitting a timely and genuine extension request will temporarily pause deletion while Lyff assesses the request. An extension preserves the vault in read-only mode but does not restore paid features or establish any person’s authority to access or receive its contents.
Lyff may retain vault contents beyond the stated period where reasonably required by law, a court or regulatory direction, fraud or security investigation, unresolved dispute, or another valid preservation obligation.
Lyff will permanently delete the vault when the 90-day period or approved extension ends, unless a preservation hold remains in effect.
If your Inactivity Safeguard is triggered and the Lyff Release process is completed, our obligation to you is fulfilled on verified release. No partial refunds or fee credits are issued after a release, including for any remaining period on a monthly, annual or Long Term 5 Year Plan.
After a release, your vault stays accessible to your Guardian and Custodian for 12 months before its contents are permanently deleted. A Guardian, Custodian or the executor of your estate can ask us for a single extension of up to 6 months before the final notice date, through Lyff Support or by emailing hello@lyff.com.au. We consider these requests reasonably and consistently, and no refunds or fee credits are issued in connection with them. The full timeline is set out in our Inactivity Safeguard and Account Lifecycle Policy.
We don't offer a refund simply because you've changed your mind partway through a billing period. Specifically:
- Monthly plans: if you cancel mid-month, no refund is given for the current month, and your access continues until it ends.
- Annual plans: if you cancel before the end of your annual term, we don't refund the unused months, and your access continues until the term ends.
- Long Term 5 Year Plan: as a single upfront payment, cancelling partway through the five years doesn't entitle you to a refund of the remaining period, beyond what the Australian Consumer Law requires (see below).
If we're unable to provide the Platform for an extended period for reasons outside our control, our Terms of Service set out when a pro-rata refund applies for the time you were affected.
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.
As a Lyff subscriber, our service to you is guaranteed to be provided with due care and skill, to be fit for the purpose you'd reasonably expect, and to be delivered within a reasonable time. 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 you're on, including the Long Term 5 Year Plan and any plan described as non-refundable above.
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. The quickest way to reach us is through our support team here: Get in touch with Lyff Support. Let us know what's happened and we'll take it from there.
We'll acknowledge your message within 5 business days and aim to have things resolved 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 find a solution together, you're 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.