Refund Policy

This Refund Policy explains the circumstances under which you may be eligible for a refund of your VoCalm plan or conversation pack purchases, how to request a refund, and the process we follow to evaluate and process refund requests.

This Refund Policy is incorporated into and forms part of our Terms of Service. By purchasing a plan or a conversation pack from VoCalm, you agree to this Refund Policy.

Contact: support@vocalm.io
Website: https://vocalm.io

1. Overview and Scope

What You Buy

VoCalm is paid for in conversations. One conversation is one voice session of up to 5 minutes, together with the journal entry it creates. You can buy:

Plans: subscriptions billed monthly or once a year that add a set number of conversations each month and renew automatically until cancelled
Conversation packs: one-time purchases of a fixed number of conversations that never expire

On our website, current plans, packs and prices are shown on the pricing page. Prices are in US dollars and include any applicable VAT; a refund is of the amount you paid, including any VAT included in it. Sections 3 to 8 describe refunds of purchases on our website, paid through Stripe; refunds of purchases in the VoCalm app follow "Purchases in the App" below. The automatic returns of section 2 apply to every conversation, however you bought it.

Purchases in the App

Plans and packs bought in the VoCalm app are sold by Apple (App Store) or Google (Google Play), which take the payment. Refunds of these purchases are decided by Apple or Google under their own rules.
App Store: ask Apple for a refund at reportaproblem.apple.com. Google Play: ask Google Play for a refund from your Google Play order history.
If a purchase is refunded, the conversations it added are removed from your balance, to the extent they have not been used, and a refunded plan ends.
To stop a plan bought in the app, cancel it in your App Store or Google Play subscription settings; it runs to the end of the period you have paid for.
If you live in the EU or EEA, you exercise the 14-day withdrawal right of section 7 for a purchase in the app with Apple or Google, which sold it.

2. Automatic Returns of Conversations

Some sessions give the conversation back automatically, without a request. These returns add the conversation back to your balance; they are not refunds of money.

A session that fails before its voice connection starts is always returned. A session whose voice connection starts but never completes is returned automatically, up to 10 times in any 24 hours.
A session that lasts less than 30 seconds of connected time is returned automatically.
A session for which no journal entry can be created is returned automatically.
Returns for short sessions and failed journal entries are limited to 3 in any 24 hours.

Narration is included in VoCalm and does not use conversations, so there is nothing to refund for narrations.

3. Refund Eligibility Criteria

Full Refund Eligible Circumstances

You may be eligible for a full refund in the following circumstances:

Technical Failures

Widespread service outage preventing you from using your conversations
Complete system failure preventing access to purchased features
Payment processed but conversations not added to your account

Documentation Required: Description of the issue, date/time, screenshots or error messages

Unauthorized or Duplicate Charges

Unauthorized transaction on your payment method
Evidence of account compromise leading to unauthorized purchase
Multiple charges for a single intended purchase, including a second plan charged by mistake

Service Not as Described

Features advertised are not available or functioning
The number of conversations added differs from what you bought
Timeframe: Within 7 days of purchase, for conversations you have not used

Partial Refunds for Conversation Packs

Eligibility:

Pack conversations purchased but not used (or partially used)
Request made within 30 days of purchase
No Terms of Service violations

Calculation Formula:

Refund Amount = Purchase Price × (Unused Conversations ÷ Conversations in the Pack)

Example:

Purchased: a pack of 15 conversations for $14.99
Used: 2 conversations
Unused: 13 conversations
Calculation: $14.99 × (13 ÷ 15) = $12.99 refund

When a pack is refunded in full or in part, the matching number of conversations is removed from your pack balance.

Plans

You can cancel a plan at any time from Manage plan. Cancellation stops future renewals; you keep your plan conversations until the end of the period you have paid for.
The current billing period of a plan is not refunded or prorated when you cancel, except in the circumstances in this section above (technical failures, unauthorized or duplicate charges, service not as described) and under the EU withdrawal right in section 7.
When a plan ends, its remaining plan conversations end with it. Pack conversations are not affected.

Quality Issues

Persistent Technical Problems:

Repeated audio quality issues affecting multiple sessions
Consistent transcription failures
Narration generation failures affecting service usability

Requirements: Issue must be reported within 30 days, documented with examples, and reproducible

NOT Refund Eligible

The following circumstances are not eligible for refunds:

Used Conversations - Normal Use

Sessions completed successfully
Conversations used through normal, intended use
Subjective dissatisfaction with session content or AI responses
Personal preference or buyer's remorse after using conversations
Short sessions already returned automatically (section 2)

User-Caused Issues

Poor internet connection or network problems
Device incompatibility or outdated browser
Microphone permission denied or hardware issues
User error (e.g., accidentally ending session early)

Account Deletion

When you delete your account, a plan bought on our website is cancelled immediately and the current billing period is not refunded. Deleting your account does not cancel or refund a plan bought in the app: cancel an App Store plan in the App Store first; for a Google Play plan, we ask Google Play to stop renewing it.
Unused conversations are forfeited when the account is deleted. If you are eligible for a refund, request it before deleting your account.

Time Elapsed

More than 30 days have passed since purchase (for partial refunds)
More than 60 days have passed since purchase (for any refund)

4. Refund Request Process

Step 1: Contact Support

Email: support@vocalm.io
Subject Line: "Refund Request"

Include in your email:

Account email address (used for VoCalm authentication)
Purchase date and transaction ID (from payment confirmation)
Amount paid and the plan or pack purchased
Detailed reason for refund request
Description of any issues experienced
Supporting documentation (screenshots, error messages, etc.)

Step 2: Review Process

Timeline: Support team reviews requests within 2-3 business days

Review Steps:

Verification of account, purchase details, and conversation usage
Investigation of any technical issues or claims
May request additional information
Internal review of logs and system records

Step 3: Decision Notification

Approval Decision:

Refund amount calculated and communicated
Processing timeline provided
Refunded conversations are removed from your balance

Denial Decision:

Explanation of why refund was denied
Reference to specific policy provisions
Alternative options (if applicable)

Step 4: Refund Processing

If approved:

Refunded conversations removed from your balance
Refund initiated through Stripe payment processor
Refund processed to original payment method
Confirmation email sent with refund details

5. Processing Timeline and Methods

Refund Processing Timeline

Stage	Timeline
Request Receipt	Acknowledged within 1 business day
Review and Decision	2-3 business days
Refund Initiation	Within 5-10 business days of approval
Bank Processing	Additional 5-7 business days
Total Time	Up to 15-17 business days from request to receipt

Refund Methods

Primary Method: Refunds processed through Stripe to original payment method
Same credit/debit card or payment method used for purchase
If original payment method unavailable, contact support for alternatives

6. Special Circumstances

Medical Emergency or Hospitalization

User unable to use service due to medical emergency or hospitalization may be eligible for refund with appropriate documentation (medical note, hospital discharge papers). Contact support@vocalm.io with subject "Special Circumstances - Medical".

Service Discontinuation

If VoCalm permanently discontinues the Service:

Minimum 30 days advance notice provided
Unused pack conversations bought on our website automatically refunded in proportion to their purchase price
The unused part of a current plan period bought on our website refunded in proportion
For purchases in the app, the notice tells you how to cancel a plan bought there; refunds are decided by Apple or Google (section 1)
No request necessary (automatic processing)

7. EU Consumer Rights

14-Day Withdrawal Right

Under EU Directive 2011/83/EU, consumers in the European Economic Area (EEA) have the right to withdraw from distance sales contracts within 14 days without giving a reason.

Application to VoCalm:

Eligible Users: Residents of EU/EEA member states
Withdrawal Period: 14 calendar days from date of purchase
Partial Use: Proportional refund available when some of the purchased conversations have been used

Proportional Refund Formula:

Refund = Purchase Price × (Unused Conversations ÷ Conversations Received from the Purchase)

For a plan, the conversations received from the purchase are those added by that payment.

How to Exercise Your Withdrawal Right:

Email: support@vocalm.io
Subject: "EU Withdrawal" or "EU Right of Withdrawal"
Include: name, email, purchase date, transaction ID, country of residence
Refund processed within 14 days of receiving withdrawal notice

8. Chargebacks and Disputes

Contact Us First

We strongly encourage you to contact VoCalm support before initiating a chargeback with your bank or payment provider.

Why Contact Us First:

Most issues can be resolved quickly through support
Chargebacks may result in account suspension
Chargebacks incur fees that may affect your refund amount
Faster resolution through direct communication

Chargeback Consequences

If You File a Chargeback:

Account access suspended immediately pending investigation
Conversations frozen and unavailable for use
Investigation initiated by VoCalm

9. Contact Information

Refund Inquiries

Email: support@vocalm.io
Subject Line: "Refund Request" or "Refund Inquiry"
Response Time: 2-3 business days
Business Hours: Monday-Friday, 9:00 AM - 5:00 PM EET (Eastern European Time)

Summary

This Refund Policy provides clear guidelines for refund eligibility and procedures for VoCalm plans and conversation packs. Key points:

✅ Automatic returns of sessions that fail before their voice connection starts, and, within daily limits, of sessions that never connect after that, end very early, or produce no journal entry
✅ Full refunds for technical failures, unauthorized or duplicate charges, or unused conversations (within 7 days)
✅ Partial refunds for unused pack conversations (within 30 days)
✅ Plans can be cancelled anytime and run to the end of the paid period
✅ Special circumstances considered (medical emergencies, service discontinuation)
✅ EU consumers have 14-day withdrawal right with proportional refunds
✅ Purchases in the app: refunds through Apple or Google, under their own rules
❌ No refunds for used conversations, the current plan period on cancellation or account deletion, user-caused issues, or Terms violations

Questions? Contact support@vocalm.io

BY PURCHASING A PLAN OR CONVERSATION PACK FROM VOCALM, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THIS REFUND POLICY.

VoCalm Refund Policy