Refunds, without the runaround.

Credits you have not spent are refundable in full, at any time, no questions asked.

If you spent a credit and the story did not work out, write to us within 30 days and we will make it right — usually with a refund, sometimes by fixing the story if you would rather have that.

You can cancel the Monthly Family Ritual whenever you like, and you keep it until the end of the month you already paid for.

One email to hello@spokenletter.com starts any of this. We reply within two business days.

An unused credit is money we have not earned yet, so you can have it back whenever you ask. We refund the full amount you paid for it to your original payment method.

If you bought a pack and used part of it, we refund the credits you have left. A 5 Story Pack with three credits remaining is refunded at three fifths of what you paid.

Credits do not expire, so there is never a deadline to decide.

Once a credit is spent, real work has happened: the recording was transcribed, an AI-assisted draft was written, and audio was mixed and exported. That is the service you paid for, so a spent credit is not automatically refundable.

We would still rather have a happy family than the money. If a story did not turn out the way you hoped, tell us within 30 days of creating it and we will look at it properly — no receipt-hunting, no form. In most cases we refund. Sometimes the better answer is to re-run the story or fix the audio, and we will offer that too.

We look at these individually rather than applying a rule, which means we will say yes to reasonable requests and we will push back on patterns that look like a way to get the product for free. If we ever decline, we will tell you why.

You can cancel the subscription at any time from your account. Cancelling stops the next payment and leaves the current month running until the date it was paid through — we do not cut you off early for cancelling.

We do not automatically refund a month that has already been used to make stories. If you were charged for a month you did not want or did not use, write to us within 30 days of the charge and we will refund it.

If a renewal caught you by surprise, that counts as a month you did not want. Just ask.

A gift is fully refundable to whoever bought it for as long as the code has not been redeemed. Refunding it cancels the code, so it cannot be used afterwards.

Once a gift has been redeemed, the credits belong to the person who received them, and the guarantee above becomes theirs to use rather than the purchaser's. This is deliberate: we are not going to claw a story back out of a family's hands because the buyer changed their mind.

If you sent a gift to the wrong address or lost the code, do not ask for a refund — write to us and we will reissue the code instead, which is faster.

You can create a story for someone who does not have a Spoken Letter account yet. If they never sign up, we hold the story for twelve months, remind you before it expires, and then delete it.

We do not automatically refund a story that expires unclaimed, because the story was made and you had it, could listen to it, and could download the MP3 the whole time. Payment buys the making of the story, not the recipient's decision to claim it.

That said, the 30-day guarantee above still applies from when you made it. And if a story is about to expire, download the MP3 — it is yours to keep.

If you are in the EU or UK, you normally have a 14-day right to withdraw from a purchase made online. Digital content is an exception once supply has begun with your agreement, which is why we ask you to acknowledge at checkout that story creation starts immediately.

Our 30-day guarantee is deliberately longer and broader than the statutory 14 days, so in practice it is the better route for you. Nothing on this page takes away a right you have under consumer law, and where the two differ, whichever is more generous to you is the one that applies.

These rights sit alongside the refund routes above rather than replacing them.

Email hello@spokenletter.com from the address on your account and tell us what happened. You do not need an order number, a reason, or a particular form of words.

We reply within two business days. Approved refunds go back to your original payment method and typically land within five to ten business days, depending on your bank — that last stretch is out of our hands.

Refunding a credit purchase removes those credits from your balance. If you have already spent them, we will tell you what that means for your request before we do anything.

If you paid through a payment provider acting as merchant of record, the refund is processed through them and may appear on your statement under their name.

We may update this page as Spoken Letter changes. The policy that applies to your purchase is the one published on the day you bought — we will not retroactively make a policy stricter for something you already paid for.

Questions about anything here can go to hello@spokenletter.com.