Refund & Cancellation Policy

1. Overview

This policy explains how to cancel your Dear Tomorrow subscription, when refunds are available, and what happens to your data after cancellation. It applies to all free and paid plans (First Words, Companion, Legacy, and Evergreen). This policy is issued by Dear Tomorrow and forms part of, and should be read together with, our Terms of Service and our Privacy Policy. If there is any inconsistency between this policy and the Terms of Service in relation to cancellation or refunds, this policy applies to the extent of the inconsistency.

This policy applies to purchases made directly from Dear Tomorrow through our website or app and processed by our third-party payment service providers. If you purchased your subscription through a third-party platform or app store (for example, the Apple App Store or Google Play), billing, cancellation, and refunds for that purchase are handled by that platform under its own terms, and refund requests should be submitted to that platform; we will provide reasonable assistance where we can.

We may update this policy from time to time. If we make a material change, we will notify you in advance by email or in-product notice, and the change will take effect from the date stated in that notice. Changes do not apply retroactively to charges made before the change took effect.

2. Cancelling Your Free Trial

All paid plans include a 7-day free trial. You may cancel at any time during the trial — no charge will be applied to your card. Unless you cancel before the end of the trial, your paid subscription will start automatically when the trial ends and the payment method you provided will be charged for the plan you selected. The free trial is limited to one per person and account, and we may withhold or withdraw trial access where we reasonably believe it is being misused.

• Cancel from your account settings: Settings → Subscription → Cancel trial
• Or email [email protected] with the email address on your account; your cancellation takes effect from the time your email is received, even if our confirmation follows later.
• You will receive a confirmation email — immediately when you cancel via the product, or within 24 hours if you cancel by email.
• Your trial access will continue until the trial period ends, then your account will revert to the free First Words plan.

3. Cancelling a Paid Subscription

You may cancel an active paid subscription at any time. Cancellation takes effect at the end of the current billing period — you keep access to your plan benefits until then. Subscriptions renew automatically at the end of each billing period at the then-current price for your plan unless you cancel before the renewal date. We will give you advance notice of any price increase; the new price applies only from your next renewal, and if you do not agree to it you may cancel before the renewal takes effect.

• Cancel from your account settings: Settings → Subscription → Cancel subscription
• Or email [email protected]
• You will receive a confirmation email — immediately when you cancel via the product, or within 24 hours if you cancel by email.
• No further charges will be made to your card after cancellation.
• Cancellation does not by itself delete your account or your messages — see Section 5 and our Data Retention and Deletion Policy for what happens to your data.

4. Refund Eligibility

4.1 Trial cancellation — full refund

If you are charged in error before your trial ends, contact us at [email protected] within 14 days and we will issue a full refund. A charge is made “in error” for this purpose where, for example, you completed cancellation before the end of the trial and were charged anyway, you were charged twice, or you were charged the wrong amount. We may ask for reasonable information needed to verify the error before issuing the refund.

4.2 Mid-cycle cancellation — no automatic refund

If you cancel during a billing period (after the trial), we do not provide automatic refunds for the unused portion. Your subscription continues until the end of the period you have already paid for. This Section does not affect refunds for service failure under Section 4.3 or any statutory right referred to in Section 4.8.

4.3 Service failure refund

If we have failed to deliver the service in a material way — for example, prolonged service downtime or a confirmed failure to deliver a scheduled message — you may request a partial or full refund by emailing [email protected]. We will assess each request on its merits and respond within 7 business days. A failure is material only where Dear Tomorrow substantially fails to provide the paid Service. Brief interruptions, planned maintenance, inaccurate Recipient details, failures caused by the User, Recipient, network, email or SMS provider, or events outside Dear Tomorrow’s reasonable control do not count as material failures. Any approved refund or credit will be limited to the billing period or feature directly affected and will not include fees paid for earlier periods in which the Service was provided.

4.4 Annual subscription refunds

Annual subscription payments are non-refundable once processed. The 7-day free trial allows you to evaluate the Service before payment. You may cancel after payment to prevent the next renewal, but cancellation does not entitle you to a refund for any unused subscription period. This does not affect any refund or remedy required for a material service failure or under mandatory applicable law.

4.5 No refunds in certain cases

Subject always to Sections 4.3 and 4.8, we do not provide refunds where:

• Your account has been suspended or terminated for violation of our Terms of Service or Acceptable Use Policy.
• Your subscription has lapsed and you are now requesting retroactive credit.
• Your refund request is made after the free trial period has expired and no service failure or material breach has occurred.
• You have not used the service, or you have changed your mind, after the free trial has ended.
• The subscription was provided free of charge or at a promotional or discounted price — any refund that is approved is limited to the amount you actually paid.
• We reasonably determine that the request is fraudulent, made in bad faith, or an abuse of this policy or of the free trial.

4.6 How approved refunds are made

Where we approve a refund, we will make it using the same payment method you used for the original payment, unless that is not possible, in which case we will agree a reasonable alternative with you. Refunds are made in the currency of the original transaction. The time taken for a refund to appear in your account depends on your bank or payment service provider and is outside our control. Once we approve the refund, it will be processed through the relevant payment service provider. We do not refund third-party charges (such as bank fees or currency-conversion costs) that we did not receive.

4.7 Chargebacks

If you believe a charge is wrong, please contact us at [email protected] first so we can try to resolve it quickly. If you raise a chargeback with your bank instead of contacting us, we may suspend paid features on your Account while the chargeback is investigated, and we may share with the payment provider the information needed to respond to it. Nothing in this Section affects your right to raise a legitimate dispute with your bank or card issuer.

4.8 Taxes

Prices are stated inclusive or exclusive of VAT, GST, or similar taxes as indicated at the point of purchase. Where we refund a charge on which such a tax was collected, the refund will include the proportionate tax amount to the extent required by applicable law. Taxes, duties, or levies that we are required by law to collect or withhold are determined by the applicable tax rules, not by this policy.

5. Lapsed Subscriptions

Subscriptions auto-renew by default on the renewal date using the payment method on file. If auto-renewal fails (e.g., your card is declined) or if you have disabled auto-renewal and have not manually renewed, your subscription expires and your account lapses. Before your account lapses, we will attempt to notify you of the failed or upcoming renewal using the contact details on your account; you are responsible for keeping those details accurate and up to date. The data lifecycle is:

• Day 0 (lapse): Your messages move into encrypted cold storage. You cannot record new messages or modify existing ones.
• During cold storage: You will receive renewal reminders by email. You can renew at any time and your messages will be restored within a few hours. During cold storage you cannot access or download your messages from within the product, but you retain your right under UAE PDPL to request a copy of your personal data at any time by emailing [email protected].
• After cold storage period: Your messages are permanently deleted. See our Data Retention and Deletion Policy for plan-specific timelines. Once messages have been permanently deleted in accordance with that policy and after the reminders described above, they cannot be recovered, and deletion carried out in accordance with that policy does not of itself give rise to a refund.

Important difference: Cancellation is a deliberate action you take. A lapse happens automatically when payment fails or auto-renewal is off and the subscription expires. Both lead to the same eventual outcome — cold storage and eventual deletion — but cancellation can happen at any time, while a lapse is tied to your billing cycle.

6. How Refunds Are Issued

Where a refund is approved, it will be issued to the original payment method. The time taken for the funds to appear depends on your bank or payment service provider and is outside Dear Tomorrow’s control. This Section should be read together with Sections 4.6 and 4.8.

You will receive an email confirmation when the refund is initiated. The actual time for funds to appear depends on your bank.

7. Disputed Charges

If you see a charge from Dear Tomorrow you do not recognize, please contact us at [email protected] before initiating a chargeback with your bank. We can usually resolve issues directly within 48 hours. This Section applies together with Section 4.7 (chargebacks).

If a chargeback is initiated against an account, that account may be suspended pending investigation. Where a chargeback is resolved in our favor, we may re-charge the disputed amount or require payment of it before restoring paid features, to the extent permitted by applicable law and the rules of the relevant payment scheme.

8. Contact

• Cancellation help: [email protected]
• Billing questions: [email protected]
• Refund requests: [email protected]
• Phone: +971 52 516 5235
• Address: Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates