Refunds & Cancellation
1. How to cancel
You can cancel your Hesed.love subscription at any time from your account Settings. The cancellation is immediate: your auto-renewal is turned off, and you keep full access to your paid features until the end of the current billing period (monthly or annual). After that, your account reverts to the Free tier (limited to the daily message cap).
If you cannot reach Settings — for example, because you've forgotten your email or are having technical trouble — write to billing@hesed.love and we will cancel for you within one business day.
2. Refunds
Hesed.love operates on a "cancel anytime, no refunds for partial periods" SaaS posture. This is the industry-standard approach for monthly and annual subscriptions and keeps our overhead low so we can keep the product affordable.
Specifically:
- We do not refund the unused portion of a monthly subscription when you cancel mid-month.
- We do not refund the unused portion of an annual subscription when you cancel during the year.
- We do not refund per-child add-on fees once a child profile has been created and used.
Exceptions. We make exceptions and issue full or partial refunds at our discretion in three cases:
- A clear billing error on our side (charged twice, charged for a plan you didn't subscribe to, charged after a confirmed cancellation);
- A Service outage of more than 48 consecutive hours during a paid period;
- Where required by law in your jurisdiction (for example, EU consumer "cooling off" periods within 14 days of an initial purchase, if the service has not been substantially used).
To request a refund under any of these cases, email billing@hesed.love with your account email and a brief description. We respond within 5 business days.
3. After cancellation
When you cancel:
- Day 0 (the cancellation): Auto-renewal is turned off. You retain full access until your paid period ends.
- End of paid period: Your account reverts to the Free tier. Family-plan child accounts are also reverted; child journal entries and tracker data remain available for export.
- Day 90 after the end of your paid period: If you have not re-subscribed and have not requested immediate deletion, your account and all associated data (profile, journal entries, tracker data, voice clones, document library) are permanently deleted.
You can re-subscribe at any time during the 90-day pause and pick up exactly where you left off — same journal, same tracker, same voice clone, same child profiles.
4. Exporting your data before you cancel
Before you cancel, you can export everything we have on you — your account, your family profiles, your journal entries, your tracker history, your goals — as a single JSON file from Settings → Export my data. The export is delivered to your email within minutes.
If you'd like your voice clone preserved as audio files, request that with your export and we'll include it.
5. Immediate deletion
If you want your account and all data deleted immediately (skipping the 90-day pause), email hello@hesed.love from the email on your account and we will delete within 30 days, in line with our privacy obligations. We will confirm in writing when deletion is complete.
6. Pausing instead of cancelling
If you'd like to keep your account but pause billing for a period (for example, during the school summer break), email billing@hesed.love and we'll work something out. We don't have a built-in pause feature yet, but we will not force you to cancel and rejoin to take a break.
7. Disputes
If you believe a charge was made in error or in breach of these terms, please email billing@hesed.love first so we can resolve it directly. If we cannot resolve it within 30 days, you may bring the matter to your card issuer or to the consumer protection authority in your jurisdiction.
8. Contact
Billing questions: billing@hesed.love.
General questions: hello@hesed.love.
We respond within one business day.