Refund & Cancellation Policy

1. Cancelling a subscription

You can cancel from the Plans and billing page at any time, with no notice period and no cancellation fee. Cancelling stops the next renewal. Your plan benefits stay active until the end of the period you have already paid for, and your account then moves to the Free plan.

Because a subscription gives you immediate access to the service, part-used months are not refunded as a matter of course. If you cancel shortly after a renewal and have not used that period’s allowance, contact us — we will look at it fairly.

2. Your 14-day right to cancel

As a consumer you normally have 14 days from purchase to change your mind about a digital service. Because our service starts immediately, you acknowledge when you subscribe that performance begins straight away.

If you cancel within 14 days of a first subscription payment and have not meaningfully used the service in that period — no coach messages spent and no review submitted — we will refund that payment in full. If you have used part of it, we may deduct a proportionate amount for what was provided.

3. Human review credits and priority add-ons

An unused review credit sitting on your account can be refunded on request at any time.

Once you submit a document for review, that credit is committed. If you cancel or delete the application before a reviewer has started work, the credit is returned to your account automatically. If a reviewer has already started, the credit is not refundable.

Once a review has been delivered it is treated as fulfilled and is not refundable, because the work has been done. If the feedback you received is materially incomplete or does not address what you asked for, tell us and we will either have it redone or refund the credit.

If we miss the turnaround we promised — seven days for a standard review, or the end of the next working day for a priority review — we will refund the priority add-on in full, and for a serious delay the review fee as well.

4. Message top-ups

Purchased coach messages do not expire and stay on your account through plan changes. Unused messages from a top-up can be refunded on request within 14 days of purchase. Messages you have already spent cannot be refunded, since the AI processing behind them has been carried out.

5. Application outcomes are not grounds for a refund

We help you prepare a stronger application; we do not influence decisions. An unsuccessful application, a rejection, a missed institutional deadline or a change in your own plans is not, by itself, a reason for a refund. Our policy covers the service we provide, not the decisions made by universities and funders.

6. Failed and duplicate payments

If a payment fails, your plan benefits pause until it succeeds. We will notify you and give you time to update your payment method before anything is lost. Genuine duplicate charges are refunded in full as soon as we identify them — tell us if you spot one.

7. How to request a refund

Contact us from your Settings page, or reply to any email you receive from My Acolyte, with your account email and what you would like refunded. We aim to respond within three working days and to decide within fourteen. Approved refunds are returned through Stripe to your original payment method, and typically appear within five to ten working days depending on your bank.

If we cannot agree, your statutory rights and your right to raise the matter with your card provider remain unaffected.