Refund Policy
Last updated: July 19, 2026
1. The 7-day money-back guarantee
Every paid subscription comes with a 7-day money-back guarantee. If you are not satisfied, request a refund within 7 days of your payment and we return the full amount you paid, including GST. No questions asked — we do not ask you why, and nobody reviews or approves your request. It is granted the moment you make it.
2. The 7 days run from your payment
The window opens when your payment is confirmed, not when you registered or when your plan period begins. You can see the exact date your window closes on the Pricing page while it is still open.
3. One refund per account
The guarantee can be used once per account, for the lifetime of that account. If you subscribe again later, that renewal is not covered by a second guarantee. We state this plainly here rather than applying it as a surprise at the point of claim.
If you change plans mid-window: starting a new plan replaces the old one, and the replaced plan’s refund window closes with it. Your new plan opens its own 7-day window, but you still only get one refund in total. If you are unsure about a plan you paid for in the last 7 days, claim the refund before you switch.
4. What is covered
- TrueSoul Lite and TrueSoul Gold subscriptions, monthly or annual
- The full amount charged, including the 18% GST
5. What is not covered
- Free trials. No payment is taken during a trial, so there is nothing to refund. You are never charged automatically when a trial ends.
- Add-ons — AI session packs, additional video minutes, and the Family Mode add-on.
- Family Pack, broker, and partner plans, which are governed by their own agreements.
6. How to claim it
Open the Pricing page in the app or on the web and choose “Request a refund” on your active subscription. That is the whole process. Your refund is approved immediately and sent to your payment provider.
7. When you get your money
The refund goes back to the original payment method you used. Your bank or card issuer typically settles it within 5–7 business days. That final step is controlled by your payment provider, not by us.
8. What happens to your subscription
When a refund completes, the subscription it covers is cancelled and premium access ends. You keep your account, your profile, and your conversations, and you can return to the free plan or subscribe again at any time.
9. Billing errors are separate
If you were charged in error — a duplicate charge, or a charge you did not authorise — that is not a money-back claim and it does not use up your guarantee. Contact support and we will correct it.
10. Tax invoices and credit notes
When a refund completes we issue a GST credit note against your original tax invoice. Both documents are available from your billing history.
11. Questions
This policy sits alongside our Terms of Service. If anything here is unclear, contact support before you subscribe and we will answer plainly.