Important. All payments for Daisy are processed by Paddle.com Market Limited (“Paddle”), our Merchant of Record and authorised online reseller. Paddle is the entity that charges you, issues receipts, and processes refunds. When you request a refund, it is handled by Paddle on our behalf.
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
Nothing in this Refund Policy obligates Daisy to issue refunds directly. All refunds are processed by Paddle in its capacity as Merchant of Record, subject to Paddle’s policies and applicable law.
1. WHO PROCESSES REFUNDS
1.1. Refunds for Daisy purchases are handled by Paddle.com Market Limited, our Merchant of Record. This means:
- Paddle is the legal seller of our subscriptions;
- all refund requests are processed by Paddle, not directly by Daisy;
- your bank or card statement will show a charge from Paddle or Paddle.net;
- Paddle manages chargebacks and payment disputes.
1.2. To request a refund, visit paddle.net or email us at hello@talktodaisy.com and we will coordinate with Paddle on your behalf.
2. 14-DAY REFUND WINDOW
2.1. Refund requests submitted within fourteen (14) calendar days from the date of the initial subscription charge or the most recent subscription renewal will be reviewed in accordance with this Refund Policy, Paddle’s policies as Merchant of Record, and any applicable mandatory consumer protection laws.
2.2. Refund requests should be submitted before the expiration of the applicable fourteen (14)-day period. Requests submitted after that period may still be considered in the circumstances described in Section 3.
2.3. Refund decisions are made by Paddle as Merchant of Record in accordance with its policies, applicable law and this Refund Policy. Daisy may provide Paddle with information relevant to the review of a refund request.
3. REFUNDS AFTER 14 DAYS
3.1. After the 14-day window, refunds are considered on a case-by-case basis at the discretion of Daisy and Paddle. We may grant a refund where:
- the Service was inaccessible or non-functional for a significant portion of your paid period due to a technical failure on our side;
- a billing error occurred (e.g. you were charged twice or at the wrong amount);
- you were charged after cancelling your subscription in accordance with these Terms and our confirmation was not received;
- other exceptional circumstances exist as determined by Paddle or Daisy acting reasonably and in accordance with applicable law.
3.2. The following are not grounds for a refund after 14 days:
- you changed your mind or no longer wish to use the Service;
- you did not use the Service during the paid period;
- you disagree with or are dissatisfied by an AI-generated response;
- the Service did not produce a specific psychological or emotional outcome;
- you forgot to cancel before an automatic renewal.
3.3. Refunds will not be granted solely because the User:
- disagrees with AI-generated recommendations;
- received inaccurate, incomplete or inappropriate AI responses;
- expected a different emotional or psychological outcome;
- considers the AI responses insufficiently helpful;
- changed their expectations after purchase.
3.4. Paddle, acting as Merchant of Record, may refuse a refund request, and Daisy may recommend refusal where there is evidence of fraud, abuse of this Refund Policy, repeated refund requests, creation of multiple accounts to obtain additional free trials, payment abuse, attempts to circumvent subscription restrictions, or other conduct reasonably indicating misuse of the Service.
3.5. The User acknowledges that dissatisfaction arising from the subjective nature of emotional support, coaching, self-reflection, wellness guidance or AI-generated conversational responses does not, by itself, constitute a defect in the Service or entitle the User to a refund.
3.6. Refund requests may be refused where the relevant subscription has been shared, transferred or otherwise used in violation of the Terms of Service.
3.7. The extent to which the Service has been accessed or used may be taken into account when assessing refund eligibility, where permitted by applicable law.
4. SUBSCRIPTION PLANS AND REFUND RULES
| Plan | Refund window | Notes |
|---|---|---|
| Monthly (recurring) | 14 days from each renewal date | Cancel before renewal to avoid next charge |
| 3-Month | 14 days from purchase / renewal date | No partial refunds for unused months after window |
| 6-Month | 14 days from purchase / renewal date | No partial refunds for unused months after window |
4.1. Cancellation of a subscription stops future charges but does not automatically trigger a refund for the current paid period. Access continues until the end of the period already paid for.
4.2. There are no partial refunds for unused portions of a subscription period except where required by mandatory applicable law.
4.3. Cancellation of a subscription prevents future billing only and does not retroactively cancel payments already validly processed.
5. FREE TRIAL
5.1. Daisy currently offers a three (3) day free trial for eligible new users.
5.2. To start a free trial, you may be required to provide a valid payment method.
5.3. Unless cancelled before the end of the free trial, your subscription will automatically convert into a paid subscription and your selected payment method will be charged the applicable subscription fee.
5.4. By starting the free trial, you expressly authorize Paddle to charge your selected payment method automatically if the trial is not cancelled before its expiration.
5.5. If you cancel your subscription before the free trial expires, no payment will be charged.
5.6. If your payment method is successfully charged because you did not cancel before the end of the free trial, such charge shall be deemed authorized and shall not by itself constitute an unauthorized or fraudulent transaction.
5.7. Following the first successful subscription charge, refund requests will be considered in accordance with Sections 2 and 3 of this Policy.
6. HOW TO REQUEST A REFUND
Option 1 — Via Paddle directly (fastest): Visit paddle.net, enter your order details, and submit a refund request. Paddle handles all payment disputes and refunds.
Option 2 — Via Daisy support: Email hello@talktodaisy.com with the subject line “Refund Request” and include:
- the email address linked to your account;
- your order number or transaction ID (found in your Paddle receipt);
- the date of purchase;
- the reason for your request.
Daisy will review your request and, where appropriate, coordinate with Paddle. Final refund decisions remain subject to Paddle’s review where Paddle acts as Merchant of Record.
6.4. Submission of a refund request does not automatically suspend or terminate your subscription unless otherwise required by applicable law or approved by Paddle.
7. REFUND AMOUNTS
7.1. Approved refunds, where granted, are generally issued for the amount paid unless otherwise required by applicable law, Paddle’s policies or applicable taxes and currency conversion adjustments.
7.2. The refunded amount may differ slightly from the original charge due to:
- tax adjustments — taxes collected at the time of purchase may be recalculated in line with applicable law;
- currency fluctuations — if you paid in a currency different from the settlement currency, exchange rate differences may affect the refunded amount.
7.3. Refunds are returned to the original payment method. We cannot redirect refunds to a different card or account.
7.4. If a refund is approved, Daisy may immediately terminate or suspend access to the refunded subscription.
8. CHARGEBACKS
8.1. If you believe an unauthorised charge has occurred, please contact us at hello@talktodaisy.com or Paddle at paddle.net before initiating a chargeback with your bank. Most billing issues can be resolved quickly without a formal dispute.
8.2. Initiating a chargeback while a refund request is already being processed may result in delays.
8.3. Fraudulent or unjustified chargebacks may result in suspension of your account.
8.4. Daisy reserves the right to suspend or terminate access to the Service while a chargeback investigation remains pending.
8.5. Where a chargeback is resolved in Daisy’s or Paddle’s favour, access to the Service may only be restored after any outstanding amounts have been paid.
8.6. Daisy reserves the right to cooperate with Paddle and payment service providers in investigating suspected fraudulent transactions or chargebacks.
8.7. Nothing in this Section limits the right of Paddle, payment providers or applicable financial institutions to investigate suspected fraud or comply with applicable legal obligations.
9. CONSUMER RIGHTS
9.1. This Refund Policy does not limit or waive any rights you may have under:
- the mandatory consumer protection laws of the Republic of Kazakhstan;
- the consumer protection laws of your country of residence, to the extent they apply and cannot be contracted out of.
9.2. If you are a resident of the European Union, you have the right to withdraw from a digital services contract within 14 days of purchase without giving a reason, unless you have expressly requested the Service to begin immediately and acknowledged that you lose the right of withdrawal upon commencement. Where applicable, this right is exercised by contacting us at hello@talktodaisy.com.
9.3. If you are a resident of the United Kingdom, similar withdrawal rights apply under the Consumer Contracts Regulations 2013.
9.4. Nothing in this Refund Policy excludes or limits any mandatory statutory consumer rights that cannot legally be excluded under applicable law.
9.5. Daisy does not independently process payments and cannot independently issue refunds. All payment processing, refund execution and payment reversals are performed by Paddle acting as Merchant of Record.
9.6. Nothing in this Refund Policy shall be interpreted as creating any rights beyond those provided by applicable mandatory law or Paddle’s Merchant of Record policies.
10. CHANGES TO THIS POLICY
10.1. We may update this Refund Policy from time to time. Where required by applicable law, material changes will be communicated by email or in-app notification within a reasonable period before they take effect.
10.2. Continued use of the Service after a change takes effect constitutes acceptance of the updated Policy.
11. CONTACT
For any refund-related questions:
LLP “Daisy Mental Health”
Email: hello@talktodaisy.com
Website: talktodaisy.com
Payment support and refund processing: paddle.net
Paddle buyer terms: paddle.com/legal/checkout-buyer-terms
12. RELATIONSHIP WITH TERMS
This Refund Policy forms an integral part of the Daisy Terms of Service. Capitalized terms used but not defined herein shall have the meanings given to them in the Terms of Service.