Refunds & cancellations

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Draft: not yet reviewed by a lawyer. This document describes how Lissn is actually built and intended to operate, so it is a realistic starting point rather than boilerplate. It still must be reviewed and finalised by qualified counsel, and every [SQUARE BRACKET] placeholder filled in with the real operating-entity details, before Lissn is offered to the public.

Plain version: if a session didn't happen, or something went wrong, you get your money back. We would rather refund someone than have them feel trapped into paying for a conversation that didn't help.

Cancelling a session

When you cancel	What happens
Before the session starts	Full refund. No fee.
Within the first 5 minutes	Full refund, no reason needed. If a conversation isn't the right fit, you should be able to leave.
After 5 minutes	Not automatically refunded, but you can still raise it below, and we do refund where the complaint is fair.
The Buddy doesn't show up	Full refund, automatically.
Technical failure on our side	Full refund or a free replacement session, your choice.

Always refunded in full

The Buddy behaved in a way that breaks the Community Guidelines: abuse, solicitation, presenting as a licensed clinician, pushing you off-platform.
You were charged more than the price shown at booking.
A duplicate or accidental charge.
The session never connected.

How to request a refund

In the app: open the session in My Sessions → Report a problem.
Or email support@lissnapp.com with the session date and the Buddy's display name.

We acknowledge within 24 hours and decide within 5 working days. Approved refunds are returned to the original payment method, typically in 5–7 working days depending on your bank. We do not charge a processing fee on refunds.

Wallet top-ups and subscriptions

Wallet balance that you have not spent can be refunded to your original payment method on request.
Subscription credits are refundable pro-rata for the unused portion if you cancel mid-cycle. Cancelling stops the next renewal; it does not retroactively cancel a cycle you have already used.
Free intro sessions carry no charge, so there is nothing to refund. They are 15 minutes long. You get one free intro session in total, not one with each Buddy who offers it. If that session is cancelled before it really begins — the Buddy never became free, or you cancel within the first five minutes — your free session goes back to you and you can use it with someone else.

Tips

Tips are voluntary and go to the Buddy in full. They are generally not refundable, since they are a deliberate extra payment after a session. But if a tip was sent by mistake, contact us and we will look at it.

What we won't refund

We are not able to refund a completed session simply because the advice wasn't what you hoped for. A Buddy is there to listen, not to solve your situation, and that distinction is set out before you book. If a Buddy behaved badly, that is a different matter and is covered above.

Chargebacks

Please contact us before raising a chargeback with your bank. We can almost always resolve it faster directly. Accounts with fraudulent chargebacks may be suspended.