Refund Policy
Our commitment to you
14-day money-back guarantee
If you are not satisfied with Say2Go for any reason, request a full refund within 14 days of your first payment. No questions asked. We want you to be confident before committing, and this guarantee backs that up.
This policy covers both the Monthly (£8.99/month) and Annual (£74.99/year) paid subscriptions. The free trial does not involve payment and therefore does not require a refund.
How to request a refund
Requesting a refund is straightforward. Follow these steps:
Email us within 14 days
Send an email to [email protected] with the subject line Refund request.
Include your order details
In your email, include the email address used to purchase Say2Go and, if you have it, your Paddle order reference number (it will appear in your payment confirmation email). You do not need to give a reason.
We process your refund
We will confirm your refund by email and submit it through Paddle, our payment processor. The refund will appear on your original payment method within 5–10 business days, depending on your bank or card issuer.
Eligibility and conditions
- Within 14 days — your refund request must be received within 14 days of the date your first payment was taken for that subscription period.
- First payment only — the 14-day guarantee applies to the first charge of a new subscription. It does not apply to subsequent renewal charges, except as described in the goodwill renewal section below.
- Annual plan — the same 14-day window applies. Request your refund within 14 days of the annual charge and we will refund the full £74.99.
- After 14 days — refunds are not available for subscription fees paid more than 14 days ago, except where required by applicable UK law (including the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015).
Auto-renewal charges
Say2Go subscriptions renew automatically at the end of each billing period. We send a renewal reminder email at least 7 days before the charge date.
- Forgetting to cancel — if you did not intend to renew and contact us within 7 days of an automatic renewal charge, we will consider a refund on a case-by-case basis. We are not obligated to do so but will try to be fair and reasonable.
- How to cancel before renewal — cancel via the customer portal link in your Paddle purchase confirmation email, or email [email protected] before your renewal date.
About Paddle — our Merchant of Record
All Say2Go payments are processed by Paddle.com Market Limited, who acts as the Merchant of Record. This means:
- Your payment card is charged by Paddle, not by RoraLabs. The charge on your bank statement will reference Paddle.
- Approved refunds are issued through Paddle. RoraLabs initiates the refund on your behalf; Paddle executes the payment return to your original payment method.
- If you have a billing dispute with Paddle directly (e.g. a charge you do not recognise), contact Paddle support at paddle.com/support. For all Say2Go-specific refund requests, contact us directly at the address below.
Contact for refunds
We aim to acknowledge all refund requests within one business day and process confirmed refunds within two business days of approval.