How to cancel Lyrebird Health and keep your notes

要点

• Lyrebird deletes saved notes after 7 days by default. Extend that setting and get your notes out before you cancel.
• The free Hanah Chrome extension exports every Lyrebird consult in one go, or moves your templates, consults and team into Hanah.
• Cancel through your Lyrebird account and email support@lyrebirdhealth.com as well, which gives you a written record.
• Lyrebird's help centre describes a 30-day refund period. Outside it, this guide covers how to ask for the unused part of an annual plan.

Step 1: Get your notes out

Do this first. Lyrebird keeps notes and documents in your History for a set period and then deletes them. Its settings guide gives a default of 7 days, with a range of 1 day to 6 months, and says that after that "we are no longer able to retrieve your documents or notes".

1. In Lyrebird, open Settings, then Account, then Preferences.
2. Under When should Lyrebird delete saved items?, choose the longest period, 6 months. This keeps what is still there from being deleted while you move.
3. Get your notes out with the free Hanah Chrome extension.

The extension does this in one of two ways:

• Export saves every consult still in your History as plain text, one file per patient, in a single zip. It works without a Hanah account and nothing is sent to Hanah. Our guide to exporting Lyrebird notes has the steps.
• Migrate to Hanah brings your templates, past consults with their transcripts, Context, notes and documents, and your teammates into Hanah. Nothing is deleted from Lyrebird. The steps are in our Hanah and Lyrebird comparison. Hanah's Practice plan starts with a 1-month free trial and no card.

Lyrebird's own help centre describes copying each note into your records one consult at a time.

第 2 步：取消订阅

Clause 3.5 of Lyrebird's terms of service says you cancel through your account.

1. Sign in to Lyrebird on a computer. Lyrebird has no app to download, and its subscription FAQs say the billing page may not load on some devices.
2. Open Settings, then Subscription. This is the page where you change your plan and see your invoices.
3. Cancel your plan and keep a screenshot of the confirmation.
4. Email support@lyrebirdhealth.com the same day to say you've cancelled. Clause 10.4 of the terms lets you end the agreement by emailing that address, and the email is your record if anything goes wrong later.

The cancellation takes effect at the end of the term you've paid for, and you pay the fees up to that date. Monthly and annual plans renew automatically for the same term. On an annual plan Lyrebird sends a renewal reminder at least 30 days before it renews, so cancel before the renewal date.

If your clinic pays for Lyrebird, a team member with the Admin role manages billing and has to cancel it. When an admin removes a member whose seat the clinic paid for, Lyrebird cancels that seat and credits the clinic for the unused time.

After your subscription ends, Lyrebird's troubleshooting FAQs say you keep access to your notes on the free version until your deletion period ends. To have your account closed and its data deleted, ask Lyrebird's privacy officer at dpo@lyrebirdhealth.com. Do this only after Step 1.

第 3 步：拿回预付一年的费用

Do these in order. Keep every email and screenshot, since each step is evidence for the next.

Email Lyrebird for a refund

Lyrebird's subscription FAQs say "We have a 30-day refund period", and that outside it refunds are assessed case by case. Clause 8.2 of the terms rules out refunds for a change of mind, subject to your rights under consumer law.

Send this to support@lyrebirdhealth.com, filled in with your details:

Subject: Refund request for unused subscription

Hi Lyrebird team,

I have cancelled my Lyrebird subscription (account email: [your email], plan: [your plan], paid [amount] on [date]). Please refund the unused months of my prepaid subscription.

[If anything went wrong, list it: lost consults, notes you couldn't use, outages, with dates and ticket numbers.] Under the Australian Consumer Law I am entitled to cancel and receive a refund for the unused part of a service that has not been provided with due care and skill or is not fit for purpose, and clause 8.3 of your Terms of Service preserves that right.

Please confirm the refund amount and date within 14 days.

[Your name]

If you paid within the last 30 days, say so in the email, since that falls inside Lyrebird's refund period. If Lyrebird has emailed you about a change to its terms in the last 30 days, add: "I do not accept the amended Terms, and under clause 1.7 I am cancelling my prepaid recurring access within 30 days of your notice. Please issue the pro-rata refund." Clause 1.7 gives that refund to anyone who paid upfront and cancels in writing within 30 days of a terms change.

In the UK, replace the Australian Consumer Law sentence with: "Under the Supply of Goods and Services Act 1982 the service must be provided with reasonable care and skill." Give Lyrebird the 14 days. If they refuse or don't reply, move to the next step.

申请拒付（chargeback）

拒付是请您的银行或发卡机构撤销这笔付款。以下情况可以申请：

• 取消后仍被扣费
• 被收取了您未预料或未同意的续订费用
• 付费购买的服务没有提供，或与描述不符

Call your card provider or use the dispute option in your banking app. Send your cancellation confirmation, your invoice, your emails with Lyrebird and your list of failures. Card scheme rules generally allow 120 days from the charge, or from when the service should have been provided, and some banks allow less. Lodge it as soon as you can.

A chargeback doesn't end your contract with Lyrebird. Cancel in Lyrebird as well. If your bank handles the dispute badly, complain to the Australian Financial Complaints Authority or, in the UK, the Financial Ombudsman Service.

先投诉，再提起小额索赔

If Lyrebird refuses, lodge a complaint with Consumer Affairs Victoria, since Lyrebird's terms use Victorian law, or your own state's fair trading office. The Australian Small Business and Family Enterprise Ombudsman also helps small businesses in disputes with suppliers. A complaint is free and often settles it.

如果仍未解决，可以向所在州的民事仲裁庭申请，例如维多利亚州的 VCAT 或新南威尔士州的 NCAT。费用很低，也不需要律师。在英格兰和威尔士，请使用郡法院的小额索赔程序。

常见问题

Can I get a refund on my Lyrebird annual plan?

Ask. Lyrebird's help centre describes a 30-day refund period and assesses later requests case by case. Email support@lyrebirdhealth.com using the template in Step 3, then lodge a chargeback and complain to consumer affairs if they refuse. In Australia you're entitled to a refund for the unused part if the service failed to do the job.

What happens to my notes when I cancel Lyrebird?

You keep access on the free version until your deletion period runs out, which is 7 days unless you changed it. Lyrebird's terms give no right to an export after you leave. Export your notes or move them into Hanah before you cancel.

Can I cancel Lyrebird on my phone?

Lyrebird has no app to download. It runs in your browser, and its help centre says the billing page may not load on some devices. Use a computer.

Does Lyrebird lock you into a contract?

Paid plans renew automatically for the same term. Monthly billing has no lock-in, and Lyrebird's clinic plans are paid annually. Cancelling stops the next renewal, and Step 3 covers getting back what you prepaid.

Can I do a chargeback on Lyrebird?

Yes. Ask your card provider to dispute the charge if you were charged after cancelling, charged a renewal you didn't agree to, or paid for a service that wasn't provided as described. Lodge it quickly and cancel in Lyrebird as well.