Newsletter

Refund Policy

1. Where you purchased determines who processes refunds

Heard uses the app stores’ billing systems. In most cases we can’t issue refunds directly.

  • Apple App Store (iOS): Refunds are handled by Apple under their policies.
    Request at Report a Problem (reportaproblem.apple.com) from the Apple ID used for purchase.
  • Google Play (Android): Refunds are handled by Google under their policies.
    Request via Order History → Request Refund in the Play app or pay.google.com.
  • Web / Stripe (if applicable): If you subscribed on our website, contact support (see email below). Eligible refunds are issued to the original payment method.

Tip: Include your store receipt or web order ID so we can help locate the purchase.

2. Free trials & cancellations
  • 7-day free trial: You won’t be charged if you cancel at least 24 hours before the trial ends. If you don’t cancel in time, the subscription starts automatically and standard refund rules apply (see the app store’s policy for eligibility).
  • How to cancel: Manage/cancel in your device’s subscription settings (App Store / Google Play) or in your web account if purchased on our website. Deleting the app does not cancel a subscription.
3. When a refund may be considered

Actual eligibility is determined by Apple/Google for in-app purchases. Typical examples they (or we, for web) may consider:

  • Duplicate purchase or accidental renewal and the subscription was not used after renewal.
  • Unauthorized/fraudulent charge (you may also need to contact your bank).
  • Technical issue that prevented access to premium features and couldn’t be resolved after you contacted support within a reasonable time.
  • Consumer law rights (see §7) where applicable.

For time-used subscriptions, refunds may be prorated or declined depending on store policy, usage, and local laws.

4. Non-refundable items (generally)
  • Expired subscriptions or periods fully used.
  • Promotions, discounts, or offer codes once redeemed.
  • Gifted access / complimentary entitlements (no monetary value exchanged).
  • Failure to cancel before renewal when service remained available.
    (Apple/Google may make exceptions under their policies or your local laws.)
5. How to request help

If you need guidance or you purchased on the web:

  • Email: hello@heard-app.com
  • What to include:
    • Full name and account email
    • Platform (iOS / Android / Web)
    • Order ID / receipt screen or transaction ID
    • Brief description (e.g., duplicate charge, technical issue)
    • Screenshots or error messages (if any)

We aim to respond within 2 business days.

6. Subscription access after cancellation or refund
  • Cancellation (no refund): You keep premium access until the end of the current billing period, then revert to the free tier.
  • Approved refund: Premium access may end immediately when the refund is processed by the store or by us (for web).
7. Your consumer rights

  • Nothing in this policy limits rights you may have under Australian Consumer Law, UK Consumer Rights Act, EU consumer protection laws (including certain 14-day withdrawal rights for digital services, which may be lost once you consent to immediate access), or other local laws. Where these laws require a refund or remedy, we will comply.

8. Fraud, abuse, and fair use

We may decline or reverse refunds where we reasonably believe there is fraud, abuse, or excessive refund history inconsistent with fair use.

9. Changes to this policy

We may update this policy to reflect changes in law or our services. Material changes will be posted in-app and on our website with a new “Last updated” date.