Can I get a refund after canceling from Serenity?

We understand that sometimes a service doesn't meet your expectations or your circumstances change, and you may need to request a refund. At Serenity, we're committed to fair and transparent refund policies that respect your investment while maintaining the sustainability of our service. This guide explains our refund policies and how to request a refund if needed.

Our Refund Philosophy

Customer-First Approach

Fair and Reasonable We believe in treating our customers fairly and offering refunds when appropriate:

Satisfaction guarantee - We want you to be satisfied with your experience
Fair consideration - We evaluate each refund request individually
No hidden policies - Our refund terms are clear and transparent
Customer relationships - We value long-term relationships over short-term gains

Quality Assurance

Service standards - We maintain high standards for our service quality
Problem resolution - We work to resolve issues before refunds are needed
Continuous improvement - We use feedback to improve our service
Proactive support - We help you get the most value from Serenity

When Refunds Are Available

Standard Refund Scenarios We typically offer refunds in these situations:

Service dissatisfaction - If Serenity doesn't meet reasonable expectations
Technical issues - If you couldn't use the service due to our problems
Billing errors - If there were mistakes in charges or billing
Unused time - For unused portions of your subscription period
Extenuating circumstances - Special situations we can accommodate

Time-Based Considerations

Recent cancellations - Refunds are more likely for recent cancellations
Usage patterns - We consider how much you've used the service
Subscription length - Different policies may apply to monthly vs. annual plans
Cancellation timing - When in your billing cycle you canceled

Refund Policy Details

Monthly Subscriptions

Standard Monthly Policy For monthly subscriptions, our typical policy is:

Full refund - Within 7 days of subscription start
Partial refund - 7-30 days, prorated for unused time
No refund - After 30 days, unless special circumstances apply
Case-by-case review - We consider individual situations

What We Consider

Usage level - How much you've used the service
Issue type - Whether problems were technical or service-related
Communication - Whether you contacted us about issues
Circumstances - Your specific situation and needs

Annual Subscriptions

Annual Plan Refunds For annual subscriptions, we offer more flexibility:

Full refund - Within 30 days of subscription start
Prorated refund - 30-90 days, based on unused time
Partial refund - 90+ days, evaluated case-by-case
Special consideration - We're more flexible with annual subscribers

Why More Flexibility

Higher investment - Annual plans represent a larger financial commitment
Longer trial period - More time to evaluate the service
Customer loyalty - We value annual subscribers' commitment
Fair treatment - Larger investments deserve more consideration

Special Circumstances

Extenuating Circumstances We may offer refunds in special situations:

Financial hardship - Unexpected financial difficulties
Health issues - Medical conditions that prevent service use
Life changes - Major life events that affect service usage
Technical barriers - Persistent technical issues we couldn't resolve
Service changes - Significant changes to our service that affect you

Documentation Required

Proof of circumstances - Documentation when appropriate
Timeline of events - When issues occurred and how they affected you
Communication history - Records of your attempts to resolve issues
Impact assessment - How the circumstances affected your ability to use the service

How to Request a Refund

Contact Our Support Team

Primary Method The best way to request a refund is through our support team:

Email support: support@serenity.coach
In-app support: Use the help feature in the Serenity app
Help center: Visit serenity.coach/help
Live chat: Available during business hours

What to Include

Your account email - The email associated with your subscription
Subscription details - Plan type, billing cycle, and dates
Reason for refund - Why you're requesting a refund
Timeline of events - When issues occurred or when you decided to cancel
Any documentation - Screenshots, error messages, or other relevant information

Information We'll Need

Account Verification

Email address - Associated with your Serenity account
Account name - Your full name as it appears on your account
Subscription details - Plan type, billing dates, and amounts
Payment method - How you paid for your subscription

Refund Request Details

Reason for refund - Specific explanation of why you need a refund
Timeline - When you subscribed, when issues occurred, when you canceled
Usage information - How much you used the service
Communication history - Any previous contact with support

Supporting Information

Screenshots - Of any errors or issues you encountered
Error messages - Technical problems you experienced
Correspondence - Previous emails or chats with support
Impact description - How issues affected your ability to use the service

Refund Processing

Review Process

Initial Assessment When you submit a refund request:

Account verification - We confirm your account and subscription details
Usage review - We examine your usage patterns and history
Issue evaluation - We assess any problems you reported
Policy application - We apply our refund policies to your situation
Decision making - We determine if a refund is appropriate and how much

Timeline

Initial response - Within 24 hours of your request
Review period - 1-3 business days for complex cases
Decision notification - We'll inform you of our decision
Processing time - 3-10 business days for approved refunds

Refund Amounts

Calculation Methods We calculate refunds based on:

Unused time - Portion of your subscription period you didn't use
Service quality - Whether you received the expected service value
Circumstances - Special factors that may affect the refund amount
Policy guidelines - Our standard refund policies

Common Scenarios

Full refund - When service was unusable or significantly deficient
Prorated refund - Based on unused portion of subscription period
Partial refund - When some value was received but expectations weren't met
No refund - When service was used as intended and met reasonable expectations

Processing and Delivery

Payment Method Refunds are processed to the original payment method:

Credit cards - Refunded to the card used for payment
Debit cards - Refunded to the card used for payment
PayPal - Refunded to your PayPal account
Bank transfers - Refunded to the originating bank account

Processing Timeline

Approval to processing - 1-2 business days
Payment processing - 3-10 business days depending on payment method
Bank processing - Additional time for banks to process the refund
Total timeline - Typically 5-15 business days from approval

Common Refund Scenarios

Technical Issues

When Technical Problems Warrant Refunds

Persistent login issues - Unable to access your account for extended periods
App crashes - Frequent crashes that prevent normal use
Data loss - Loss of your goals, progress, or conversations
Performance problems - Unacceptably slow or unreliable service
Integration failures - Third-party integrations not working properly

Documentation Needed

Error screenshots - Visual evidence of technical problems
Timeline of issues - When problems occurred and their frequency
Support communication - Records of your attempts to get help
Impact assessment - How technical issues affected your usage

Service Dissatisfaction

Quality Issues That May Warrant Refunds

Feature availability - Promised features not working as described
AI performance - AI responses not meeting reasonable expectations
Support quality - Poor or unhelpful customer support
Service reliability - Frequent outages or downtime
Value proposition - Service not providing expected value

What We Consider

Realistic expectations - Whether expectations were reasonable
Usage patterns - How much you tried to use the service
Communication - Whether you contacted us about issues
Improvement attempts - Whether we tried to resolve your concerns

Billing Issues

Billing Problems That Warrant Refunds

Unauthorized charges - Charges you didn't authorize
Billing errors - Incorrect amounts or duplicate charges
Subscription confusion - Unclear billing terms or unexpected charges
Payment method issues - Problems with payment processing
Cancellation problems - Difficulty canceling or continued charges

Resolution Process

Immediate investigation - We investigate billing issues promptly
Error correction - We fix any billing mistakes immediately
Refund processing - We process refunds for billing errors quickly
Prevention measures - We take steps to prevent future billing issues

What Doesn't Qualify for Refunds

Standard Exclusions

Usage-Based Exclusions We typically don't offer refunds for:

Change of mind - Simply deciding you don't want the service anymore
Lack of usage - Not using the service despite having access
Feature preferences - Wanting different features than what's offered
Competitor switching - Choosing to use a different service instead

Time-Based Exclusions

Extended usage - Using the service for most of the subscription period
Delayed cancellation - Waiting a long time before canceling
Repeated subscriptions - Multiple subscription cycles without issues
Long-term usage - Using the service for extended periods

Policy Exceptions

When We May Still Consider Refunds Even in standard exclusion cases, we may offer refunds if:

Special circumstances - Unusual situations that warrant consideration
Service problems - Issues that affected your ability to use the service
Communication gaps - Problems with our communication or support
Value mismatch - Significant gap between expectations and reality

Preventing Refund Situations

Before You Subscribe

Research and Understanding

Read our materials - Understand what Serenity offers
Try the free tier - Experience basic features before subscribing
Ask questions - Contact support if you have concerns
Set expectations - Have realistic expectations about the service

Financial Planning

Budget consideration - Ensure the cost fits your budget
Value assessment - Consider the value you expect to receive
Trial period - Use any free trial to evaluate the service
Cancellation policy - Understand our cancellation and refund policies

During Your Subscription

Maximizing Value

Regular usage - Use the service consistently to get full value
Feature exploration - Try all available features
Support utilization - Contact support if you have questions or issues
Feedback provision - Share feedback to help us improve

Issue Resolution

Prompt reporting - Report problems as soon as they occur
Detailed documentation - Provide specific information about issues
Follow-up - Follow up if issues aren't resolved quickly
Alternative solutions - Work with support to find solutions

Conclusion

Our refund policy is designed to be fair, transparent, and customer-friendly. We understand that sometimes services don't meet expectations, and we're committed to working with you to find fair resolutions.

Key Points to Remember:

Contact support - Always reach out to discuss refund options
Provide details - Give us specific information about your situation
Be patient - We need time to review your case thoroughly
Consider alternatives - We may be able to resolve issues without refunds

Our Commitment:

Fair evaluation - We consider each case individually
Transparent process - We explain our decisions clearly
Customer satisfaction - We want you to be satisfied with your experience
Long-term relationships - We value our relationship with you

If you're considering requesting a refund, please contact our support team. We're here to help and will work with you to find the best solution for your situation. Our goal is to ensure you're satisfied with your Serenity experience, whether that means resolving issues, providing refunds when appropriate, or helping you get more value from the service.