Refund & Cancellation Policy

1. How credits work

Credits are a prepaid balance you spend on practice sessions. There is no subscription and no recurring charge — you only pay when you choose to buy a pack, so there is no plan to cancel, no renewal date to watch, and no cancellation fee. Credits do not expire while your account is open. Prices for each pack are shown before you buy.

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@suave.social 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. 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. Unused credits — 14-day refund

If you have not used the credits from a purchase, you can request a full refund of that purchase within 14 days of buying it. We refund unused credit purchases to your original payment card. Once refunded, the corresponding credits are removed from your balance.

4. Partly used purchases

If you have used some of the credits from a purchase, the unused portion is refunded pro rata when you withdraw within the 14 days, as set out above. After the 14 days, you can still ask us to refund the unused portion, calculated pro-rata, at our reasonable discretion. Get in touch and we will work it out with you fairly.

5. Stopping mid-session

You can end a practice session whenever you like. Credits are only spent on completed turns; anything reserved for an action that does not complete is returned to your balance automatically, so leaving a session early never costs you extra.

6. Failed or interrupted sessions

You are never charged for an action that fails. Credits are reserved when a live session starts and are automatically returned to your balance if the call cannot connect or the action does not complete. If you ever see credits deducted for a session that clearly failed, contact us and we will restore them.

7. How refunds are paid

Refunds are always returned to the original payment method used for the purchase. We are not able to refund to a different card, to a bank account, or as store credit unless required by law. Depending on your bank, a refund can take a few business days to appear on your statement.

8. Closing your account

You can delete your account at any time from Settings → Danger zone. Deleting your account permanently removes your profile, your practice personas, your sessions and your history. This action cannot be undone. If you close your account while holding unused, paid-for credits, contact us before or shortly after closing and we will refund the unused balance to your original card as above. Free promotional or welcome credits have no cash value and are not refundable.

9. Data after cancellation

When you delete your account, your practice content is removed from the live service. Limited records required for legal, accounting or fraud-prevention purposes (for example, a record that a purchase and refund occurred) may be retained for as long as the law requires.

10. Abuse

We may decline a refund where we reasonably believe the request is fraudulent, abusive, or part of a pattern of buying, spending and reclaiming credits. We will always explain our reasoning.

11. How to request a refund or close your account

Email support@suave.social from the address on your account, and tell us which purchase you would like refunded (the date and amount help) or that you would like to close your account. We respond within a few business days and will confirm once it is done.

12. Changes to this policy

We may update this policy as the product evolves. The version in force at the time of your purchase is the one that applies to it.