Everything HugTone sells is a one-time purchase. If something you paid for was not delivered, or you change your mind before using it, we will refund you.
Last updated 10 September 2026
In the iPhone or Android app. Apple and Google handle those payments, so refunds go through the store, under its own policy. Request one in your Apple or Google account. We cannot refund a store purchase ourselves, but write to us and we will help you find the right form.
On hugtone.com. These payments are processed by Stripe, and we handle refunds directly. The rest of this page covers those purchases.
A purchase counts as used once it has been delivered: an onboarding fee once your conversation with Rhiannon has begun, and a re-analysis or profile reset once it has run. If you are outside these cases and still feel something went wrong, write to us anyway. We would rather hear from you than not.
We reply within 5 business days with a decision, by email.
Approved refunds go back to the original card, and typically appear within 5 to 10 business days. The exact timing is set by your bank, not by us.
We refund the full amount charged. We do not deduct a processing fee.
Ping and Soul Link credits are bought in the HugTone app, not on this website, so refunds for them go through Apple or Google.
Separately, a credit can come back to your HugTone balance: when you spend one, it is held, and if the other person declines or does not respond within 30 days the credit returns to you to use on someone else. That return is not a refund of your money. It restores a credit you already own.
There is nothing to cancel. HugTone has no subscription, no trial and no recurring charge, so nothing renews and no payment is ever taken automatically.
If you think a charge is wrong, please write to us before contacting your bank. We can usually resolve it faster than a card dispute, and we would rather fix a mistake than argue about one.
This policy forms part of our Terms of Service.