Refund and Cancellation Policy
Short version: cancel any time in two taps, we never charge a cancellation fee, and if we have made a mistake we refund you in full.
1. How to cancel
- Open Settings → Subscription.
- Choose Cancel subscription and confirm.
- You get an on-screen confirmation and an email receipt of the cancellation.
Prefer to write to us? Email support@truehearts.example from the address on your account and we will cancel it for you. There is no retention call, no form to post, and no cancellation fee.
2. What happens when you cancel
- No further payments are taken.
- Your paid features stay active until the end of the period you have already paid for.
- Your account then continues on the free plan. Nothing is deleted - you keep your profile, matches and conversations.
3. Cooling-off period
If you live somewhere that gives you a statutory right to withdraw from a distance contract (for example the 14-day right in the EU and UK), you may cancel within that period and receive a refund. Where you have asked us to start the service immediately, we may deduct a proportionate amount for the days you had access before withdrawing. To use this right, email support@truehearts.example with the subject "Withdrawal" within the period.
4. When we refund
| Situation | Outcome |
|---|---|
| You were charged after cancelling | Full refund |
| Duplicate or accidental double charge | Full refund of the duplicate |
| Charge you did not authorise | Full refund, and we secure the account |
| A paid feature did not work and we could not fix it | Full or pro-rata refund, your choice of which period |
| We suspended your account for a reason that was not your fault | Pro-rata refund of the unused period |
| Statutory cooling-off right applies | Refund, less a proportionate amount for service already used |
| You changed your mind part-way through a paid month | Cancellation stops future charges; the current period is normally not refunded |
| Account removed for breaching the Community Guidelines | No refund |
Outside the situations above we look at each request on its merits. If you tell us what happened, we would rather resolve it than argue about it.
5. How to request a refund
Email support@truehearts.example from your account email address with the date of the charge and the last four digits of the card used. You do not need to explain yourself at length.
- We acknowledge within 1 business day.
- We decide within 5 business days and tell you the reason either way.
- Approved refunds are issued to the original payment method within 5 to 10 business days; your bank may take a few days more to show it.
- Refunds are issued in USD. We do not cover exchange-rate differences on non-US cards.
6. Chargebacks
Please contact us before raising a chargeback with your bank - it is almost always faster. If you have already done so, tell us and we will work with your bank rather than against you.
7. If you disagree with our decision
Reply to our email and ask for it to be escalated to our Privacy & Trust Team at privacy@truehearts.example. We acknowledge escalations within 1 business day and aim to resolve them within 15 days. Your statutory consumer rights, including any state-law cancellation rights, are unaffected by this policy.