Refunds & Cancellations

1. There is no subscription to cancel

You are never billed on a schedule. You only pay when you choose to buy a one-time credit pack, so there is no plan, membership or recurring charge to cancel and no cancellation fee. Nothing renews automatically.

2. Your 14-day right of withdrawal

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a credit purchase within 14 days of the day the purchase is confirmed, without giving any reason. This right comes from consumer law, not from our goodwill.

To withdraw, email support@say-it.online from your account email before the 14 days end and tell us which purchase you are withdrawing from; a clear statement is enough. We refund you within 14 days of receiving your notice, to the original payment card, at no cost to you.

Credits pay for a digital service that we start supplying when you use them. If you use credits within the 14 days, you are asking us to begin that service before the withdrawal period ends: you keep the right of withdrawal, but the credits already used are not refunded, and we refund the unused credits from that purchase pro rata, as set out below. Once all the credits from a purchase are used, the service has been supplied in full and the right of withdrawal ends for that purchase.

The right of withdrawal is a consumer right; it does not apply to purchases made for a business.

3. Refund window

The refunds below follow the same 14-day period. Requests made after 14 days fall outside this policy, though we may still consider them at our discretion — for example, where an issue on our side prevented you from using the service.

4. Unused credits

If you have not used the credits from a purchase, you can request a full refund of that purchase within the 14-day window. We refund unused credit purchases to your original payment card.

5. Part-used purchases (pro rata)

If you have used some of the credits from a purchase, you can still request a refund for the credits you have not yet used, as long as you ask within 14 days of that purchase. We calculate the refund pro rata — the unused credits valued at the price you paid for them — and return it to your original card.

6. Hiring a conversation coach

Two things on SayIt are done by a person rather than the model: a written review of your rehearsal (1000 credits) and a 30-minute live session (1500 credits), each delivered by one of our vetted conversation coaches. A person's time is being reserved, so these cost far more than an ordinary action and the rules below apply to them instead of the ordinary refund rules.

When you send a request, its price is held from your balance — reserved, not spent. A coach delivers a review usually within 3 working days of accepting it, and a live session time is usually confirmed within 2 working days. If a coach accepts a request but nothing is delivered within 10 days (for a live session, and at least 3 days after the booked time), the held credits come back to you automatically.

The held credits are only spent when you accept the delivery. If you do not respond, the delivery is accepted automatically seven days after it arrives.

You get every held credit back, automatically, if: no coach accepts your request within seven days; a coach accepts it but delivers nothing within 10 days (for a live session, and at least 3 days after the booked time); you cancel it before a coach has accepted it; or our team cancels it.

If you are not happy with a delivery, raise a problem from the request page before accepting it. That stops the automatic acceptance and our team reviews what was delivered. Where it was not delivered as described — for example the review does not address what you shared, or the coach did not attend the session — we return the held credits to you in full. Otherwise the payment to the coach is completed.

Once a delivery has been accepted (by you, or automatically after seven days), the credits have paid for that person's time and are not refundable, except where the law requires otherwise.

The price, the turnaround and these rules are shown on the request form before you send it.

7. Failed actions

You are never charged for an action that fails. The credits reserved for a failed action are returned to your balance automatically, so there is nothing to refund in that case.

8. How refunds are paid

Refunds are always returned to the original payment card used for the purchase. We do not refund by any other method, such as store credit or cash. If your card has expired or been cancelled, contact your bank, as refunds to a closed card are usually still routed to your account.

9. Processing time

Once we approve a refund we send it to your card. It usually appears on your statement within 5–10 business days; the exact time depends on your bank or card issuer.

10. When we may decline a refund

We only decline a refund where: the request is made more than 14 days after the purchase; the credits from that purchase have already been fully used; the purchase is not eligible under this policy; or we detect fraud or clear abuse of this policy. Where we decline, we will explain why.

11. Stopping use at any time

You can simply stop using the service whenever you like. Any credits on your balance remain available until you spend them or delete your account; they do not expire on a schedule while your account is open.

12. Closing your account

You can delete your account at any time from Settings, except while a request to a conversation coach is still open (cancel it or accept the delivery first). Deleting your account immediately and permanently removes your account details, the media and text you submitted, the results we generated for you, including stored audio files, and your activity history, in line with our Privacy Policy.

The only things we keep are your purchase and credit-transaction records (amounts, currency, dates and references), stored without your email or name, which we hold for as long as accounting law requires.

13. What happens to unused credits when you close your account

Any unused credits left on your balance are forfeited when you delete your account and cannot be recovered afterwards. If you want a refund for unused credits, request it before deleting your account and within 14 days of purchase.

14. Your statutory rights

Nothing in this policy affects any statutory rights you have as a consumer, including any right to cancel that may apply under the consumer law of your country. This policy sits alongside those rights, not instead of them.

15. How to request a refund or get help

Email support@say-it.online from your account email address, telling us which purchase you want refunded, or if you need a hand closing your account. We respond within a few business days and may ask for details to confirm the purchase.