Cancellations and refunds

Draft. The wording below reflects how the product currently behaves. Please review the consumer-rights wording with a UK-aware adviser before going live.

Cancelling your subscription

You can cancel any time from your account by going to the avatar menu, opening Billing, then Manage billing. The change applies at the end of your current period; you keep access to your remaining interview slots until then.

14-day right to cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel a distance contract for digital content within 14 days. By starting your first interview, you agree that this 14-day cooling-off right ends the moment the digital service begins. If you have not yet started any interview, contact us within 14 days of purchase and we will refund the full amount.

Refunds when something goes wrong

If an interview fails to complete because of a fault on our side, we'll restore the credit to your account or refund the equivalent portion of your subscription, your choice.

Upgrades and downgrades

Upgrades take effect immediately. We charge the difference between the new tier and the old tier for the current period. The renewal date does not change. Downgrades take effect at your next renewal; you keep the higher tier's slots until then.

Refund timing

Approved refunds are returned to the original card via Stripe. Stripe typically processes refunds within five to ten business days, depending on your bank.

How to request a refund

Email us via the contact page with your account email and a brief reason. We aim to respond within two business days.