Refund & Cancellation Policy
Last updated: 26 August 2026
This policy explains when and how you can get a refund on Suave, and what "cancellation" means here — we sell one-time credit packs, never subscriptions, so there is no recurring charge to cancel. We aim to be fair, clear and quick. Nothing here affects any statutory rights you may have under consumer law.
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. 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.
3. Partly used purchases
If you have used some of the credits from a purchase, you can 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. Pre-launch note
While the product is in pre-launch, card payments are not yet enabled and credit packs cannot be purchased. This policy applies to purchases once payments go live.
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.