Cancellation & Refund Policy

Last Updated: May 8, 2026

1. Refund Eligibility

We want your experience with the sanctuary to be positive. You may be eligible for a refund under the following specific circumstances:

• Unauthorized Transactions: Verifiable cases where your card was used without your permission.
• Duplicate Charges: Cases where our system processed the same order twice.
• Immediate Error: If you purchased the wrong tier and contact us before sending any messages to the AI.

2. Non-Refundable Cases

Refunds will not be issued in the following scenarios:

• Dislike of Content: Because AI output is subjective and unpredictable, we cannot offer refunds based on the theological or philosophical nature of the "Voices."
• Service Used: If you have initiated a dialogue and received AI-generated responses, the digital service is considered "consumed."
• Change of Mind: Once access is granted and the service has commenced, "change of mind" is not a valid basis for a refund.

3. Duplicate Charge Handling

If you notice two identical charges on your statement for a single intended purchase, please notify us immediately. We will investigate our payment logs and, upon verification, refund the second charge to your original payment method without delay.

4. Technical Failure Handling

If a verified technical failure on our side (e.g., server crash, database error) prevents you from accessing your purchased tier for more than 24 consecutive hours, we will, at your request, provide a pro-rata refund or credit your account with additional lifetime access perks.

5. Refund Request Process

To initiate a request, you must follow these steps:

• Email help@speaktoheaven.com or use our Contact Page.
• Include your Full Name, the Email Address used for the purchase, and your Transaction ID.
• Provide a brief explanation of the reason for the request.

6. Response & Posting Timeframes

Response Time: Our support team will acknowledge and review your request within 3-5 business days.

Posting Time: If approved, the refund is processed immediately by us. However, it may take 5-10 business days for the funds to appear on your bank or credit card statement, depending on your financial institution's processing times.

7. Statutory Rights (UK/EU)

In accordance with the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive, you expressly acknowledge that by accessing the digital content provided by Speak to Heaven, you waive your right to a 14-day "cooling-off" period. The service is deemed to have commenced the moment the AI generates its first response to your inquiry.