We want every family who pays for Mila to actually receive what they paid for. This page sets out exactly when you are entitled to a refund, how to ask for one, and how long it takes.
Full refund — automatic
You receive a full refund, with no questions asked, if:
- You paid for a screening, but you did not receive the WhatsApp welcome message within 30 minutes of the payment confirmation.
This is our commitment to you. The screening only works if it reaches you, and if it does not, you do not pay. Email support@bpaus.net with the email address you paid with and we will process the refund.
Full refund — on request
You can request a full refund within 14 days of purchase if any of these is true:
- A technical problem on our side stopped you from completing the screening.
- We failed to deliver your PDF report after you completed the screening.
- You started the screening but our system lost your answers.
- The WhatsApp conversation broke down in a way that was not your fault (for example, the message thread went silent for more than an hour during an active screening).
To request, email support@bpaus.net with the email address you paid with (or your order number, if you have it) and a short description of what went wrong. We initiate the refund within 5 business days; how long it then takes to appear on your statement is covered under "How refunds are processed" below.
Partial refund — multi-screening packages
For the "two screenings" and "family pack" tiers, you can receive a partial refund if only some of the screenings in the bundle were delivered. The undelivered screenings are refunded pro rata, calculated against the discounted bundle price (not the single-screening price). For example: if you bought the "two screenings" bundle and only used one, the refund will be the bundle price minus the single-screening price.
What is not refundable
- A screening you completed in full and for which you received the PDF report. Once the report has been generated and delivered, the service has been provided.
- A screening that expired because you did not start it within 24 hours of the welcome message and did not ask us for an extension. (We do grant extensions on request — write to us before the screening expires, or as soon as possible after.)
- Disagreement with the screening result. Mila is an informational screening, not a diagnosis (see our Medical Disclaimer). If you do not agree with what the screening said, the right next step is a conversation with your pediatrician, not a refund.
- Chargebacks issued through your card provider without first contacting us. Please write to us first — we are quicker, friendlier, and we will not fight a legitimate refund.
How refunds are processed
Once we approve a refund, we initiate it within 5 business days. After we initiate it, the time for the money to reach you depends on your payment provider:
- Refunds always go back to the original payment method. We cannot refund to a different card or a different PayPal account.
- Credit card refunds typically appear on your statement within 5 to 10 business days after we initiate them, depending on your card issuer.
- PayPal refunds typically appear within 1 to 3 business days after we initiate them.
- All refunds are denominated in Israeli Shekels (ILS), matching the original charge. If your card was originally billed in a different currency, your bank applies its own exchange rate at the time of the refund. We cannot guarantee that you receive back the exact same amount you paid in your local currency, because exchange rates fluctuate.
Your statutory rights
This refund policy is in addition to, not a replacement for, your legal rights as a consumer. In Israel, those rights are set out in the Consumer Protection Law. In the European Union, they include the Consumer Rights Directive and the right of withdrawal where it applies. Nothing in this policy limits those rights.
One specific note for EU consumers: under the Consumer Rights Directive, you may have a 14-day right of withdrawal for distance contracts. By starting the WhatsApp screening you expressly agree to begin the service immediately, which under Article 16 of the Directive means you lose the right of withdrawal once the screening is completed in full. This is consistent with how most "delivered digital content" services work. We mention it here so there are no surprises.