Refund Policy

Refund & Cancellation Policy

Last updated: 29 May 2026

Our Commitment

At Unburdly, we aim to provide a safe, respectful, and meaningful emotional support experience. We also believe in fairness. Please read this policy carefully before making a purchase.

1. Free Trial First

Every new user receives 10 minutes of free conversation time before any payment is required. This allows you to experience the service, understand how it works, and decide if it meets your needs before spending any money.

Because of this free trial, most users will know whether Unburdly is right for them before paying. Please use this trial period to evaluate the service.

2. Nature of Service

Unburdly offers paid peer emotional support and listening services delivered in real time by trained human volunteers.

Due to the personal, immediate, and time-based nature of our services:

  • Completed sessions are non-refundable. Once a session has been fully delivered, the service is considered consumed.
  • Partially used sessions are non-refundable. If you choose to end a session early, the time already used cannot be refunded.
  • Session packs are non-refundable once opened. A "session" from a pack is considered "used" once the conversation begins.

3. Refund Eligibility

Refunds may be considered only in the following cases:

Eligible for Refund Not Eligible for Refund
  • Payment completed but service was never initiated (no listener matched within 10 minutes of payment)
  • Technical failure on our platform prevented the session from starting
  • Duplicate payment for the same session
  • Incorrect payment amount charged due to system error
  • Change of mind after the session has started or been completed
  • Dissatisfaction based on personal expectations, emotional outcomes, or listener "personality fit"
  • Missed sessions caused by user unavailability, late arrival, or leaving mid-session
  • Delayed responses caused by the user's own internet or device issues
  • User violation of Terms resulting in session termination
  • Session packs purchased but not yet used (they do not expire and remain in your account)

4. Cancellation

  • Before session begins: You may cancel and request a full refund if no conversation has started and no listener has been assigned.
  • After session begins: Cancellation is not permitted. The session is considered active and non-refundable.
  • Session packs: Individual sessions within a pack cannot be cancelled once initiated. The pack itself cannot be refunded after purchase, but unused sessions remain in your account indefinitely.

5. Refund Process

To request a refund, please contact us within 24 hours of the transaction:

📧 support@unburdly.com

Include the following details:

  • Registered email address (if any) or payment reference
  • Transaction ID or payment receipt
  • Date and time of payment
  • Clear reason for the refund request
  • Any screenshots or evidence supporting your claim (for technical issues)

What happens next:

  1. We acknowledge your request within 24 hours
  2. We review the claim against our eligibility criteria within 3 business days
  3. If approved, the refund is processed to your original payment method within 7–10 business days
  4. If declined, we provide a clear explanation and, if applicable, alternative resolutions (credit for future session, etc.)

6. Partial Refunds & Credits

In cases where a full refund is not applicable but service was genuinely disrupted:

  • We may offer a partial refund proportional to the unused service time
  • We may offer account credit for a future session at no additional charge
  • These are offered at our discretion on a case-by-case basis

7. Payment Method Refunds

  • Refunds are always processed to the original payment method used for the purchase
  • If the original payment method is no longer available (expired card, closed account), we will contact you to arrange an alternative
  • Processing times depend on your bank or payment provider and may vary from our stated 7–10 business days

8. Fraud & Abuse

Unburdly reserves the right to deny refund requests if we detect:

  • Pattern of refund requests after using services
  • False claims about technical issues
  • Chargeback abuse or payment fraud
  • Violation of our Terms & Conditions

Users engaging in refund fraud may be permanently banned from the platform.

9. Policy Updates

  • Unburdly reserves the right to update or modify this policy at any time
  • Changes will be posted on this page with an updated "Last updated" date
  • Changes apply only to future purchases, not retroactively
  • Continued use of the service after changes constitutes acceptance of the updated policy

10. Contact

For questions about this policy or to request a refund:

📧 support@unburdly.com

By using Unburdly and completing a payment, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy.