Answers first. A real person second.

Open the app, go to Me → Membership, and tap Cancel. Your membership stays active until the end of the period you’ve already paid for — nothing is cut off mid-cycle, and no cancellation fee is charged. Your saved articles, session history, and account itself all remain intact if you decide to come back.

Yes. Session credits — whether from your membership, a gift, or a promotion — remain in your wallet until you use them, with a minimum twelve-month lifetime from the date they were added. You’ll see the expiry date next to each credit in Me → Sessions so nothing quietly disappears.

Write to [email protected] with your order number and we’ll trace it the same business day. Depending on what happened, we’ll re-deliver, refund, or arrange a personal make-good — you tell us which feels right. Late deliveries caused by us are always refunded in full, even if the letter has since landed.

You can switch at any time from Me → My counsellor → Change counsellor. Existing sessions with your current counsellor stay on the calendar unless you cancel them, and your new counsellor starts fresh — session notes are not transferred without your explicit written consent.

Yes. Diamond is built for couples and includes a linked partner account, shared session credits, a joint gift wallet, and paired surfaces in the app. Either of you can start the plan and invite the other; billing sits with one account, and either partner can leave the link at any time.

Go to Me → Privacy → Export my data and request an export. You’ll receive a downloadable archive within seven days containing your profile, content, session metadata, and purchase history. Session notes written by counsellors are governed by separate rules explained inside that flow.

Me → Privacy → Delete account starts the process, and we confirm by email so nothing is deleted by accident. Once confirmed, your account and personal data are removed within thirty days, aside from records we’re legally required to keep (such as tax and safeguarding logs) which are retained under the terms in our privacy policy.

Standard tickets are fully refundable up to seven days before the event and half-refundable up to twenty-four hours before; after that, we’ll transfer the ticket to someone else at no cost. Couple passes follow the same rule as a single ticket. If we cancel or reschedule, we refund in full — you never absorb our change.

Open Me → Membership → Change plan and choose the couple tier that fits you. The remaining value of your current plan is prorated against the new one, so you only pay the difference, and you can invite your partner to link right from the confirmation screen.

Write to [email protected] or use Report from any counsellor profile or session. A real person on our safeguarding team reads every report during our on-call window and comes back with the next step. You can read the full pathway on our safeguarding page.

First, check that you’re on the latest version from the App Store or Play Store, and try closing and reopening the app. If it still won’t load, write to [email protected] with your device model and OS version and we’ll dig in. If something is broken on our side, we’ll say so plainly and tell you when the fix is out.

Me → Safety → Trusted contacts lets you nominate one or more people we may reach out to if a serious safeguarding concern arises about you. It’s entirely voluntary, you can change or remove contacts at any time, and we only ever contact them at the safeguarding threshold explained on our safeguarding page.