Membership
Cancel anytime, access to period end
Cancel from your account and you keep access through the end of the billing period you’ve already paid for. First 14 days: full refund on request.
Refunds
The plain-English refund policy.
Different products have different refund rules — a subscription and a counselling session and a physical gift can’t be treated identically. This page describes each one clearly, up front. If a situation isn’t covered, we lean toward the more generous reading.
Our principle
Fair, plain, and consistent.
We treat refunds the way we’d want to be treated. That means clear rules where we can, generous interpretation where a rule is ambiguous, and honest conversation where a rule doesn’t quite fit the situation.
Everything below is our standing policy. Local consumer-protection laws may add rights on top — those always apply. If your local law gives you a longer cooling-off period than we describe, use it.
By product
Six kinds of purchase. Six clear rules.
Counselling sessions
Free reschedule & late-cancel refunds
Reschedule up to 12 hours before. Cancel within that window and we refund half; no-shows aren’t refunded. Counsellor-caused disruptions are always fully refunded.
Sweet-words letters
Full refund before we craft
Full refund any time before we start crafting. Once the letter is drafted, we’ll redraft once for free; after that, we can only refund unshipped physical letters.
Store products
30-day return on physical
Unworn, unopened, in original packaging — 30 days from delivery. Digital products are refundable within 14 days if unactivated.
Event tickets
Refundable up to 7 days before
Full refund up to 7 days before the event. Between 7 days and 24 hours: 50%. Cancellations by us: always full refund plus a credit.
Service bookings
Deposit & balance, per contract
Provider services follow the deposit/balance schedule in your booking. Cancellation before delivery starts refunds the balance; deposit terms vary by grade.
How to request
Four steps. Real humans at each.
- Step 01
01
Open the item
In your Bookings & orders in the app or account. Every item has a Request refund or Cancel control.
- Step 02
02
Tell us why
One line is enough. The reason helps us fix the underlying issue, not gate your refund.
- Step 03
03
A real person reviews
Within one business day for most items. Same-day for anything time-sensitive.
- Step 04
04
Refund arrives
To the original method within 3–10 business days, depending on your bank or card network.
Special situations
The cases the grid can’t hold.
Safeguarding-related refunds. If a booking was cancelled because a jurisdictional check or a safeguarding concern blocked it, we always refund fully — no timing rules apply.
Counsellor-caused disruptions. If your counsellor cancels, no-shows, or has a technical problem that prevents the session, we refund fully and offer a credit for the inconvenience.
Bereavement, illness, and family emergencies. Life happens. Write to us. We’ll do the right thing.
Duplicate charges or clear errors. Full refund, always, no timing rules.
How the money works
Where your refund actually goes.
We refund to the original payment method by default. If that method is no longer valid — expired card, closed account — we refund to LoveSync wallet credit and email you to confirm.
For currency conversions, we refund the amount you were charged in your currency at the time of purchase. If exchange rates have moved, that’s an unavoidable reality of cross-border payment — we never intentionally profit from the difference.
Every refund is traceable through our double-entry ledger. If you request a receipt or an accounting trail, we can produce it within a business day.
Talk to us directly
If in-app doesn’t work.
One more thing
Chargebacks — please talk to us first.
Chargebacks cost us bank fees and cost you time. If something isn’t right, please email [email protected] before you contact your card provider. In our experience, direct conversation resolves nine out of ten disputes faster than a chargeback would.
If you do file a chargeback and later want to keep using LoveSync, we’ll work with you to reconcile — a chargeback isn’t an automatic account closure. It is, however, a signal we take seriously.