Cancellation & Refund Policy

This policy applies to coin purchases and paid live language-practice calls made through Speakly. It should be read with the Pricing & Billing page, Terms & Conditions, and Service Delivery Policy.

Available coin packs, price, applicable taxes, payment method, and final payable amount are displayed before purchase. Payments are processed by the provider presented at checkout. Users should confirm the amount and selected pack before authorising payment.

Coin purchases and properly delivered connected call time are ordinarily final and non-refundable after use. This does not limit refunds or other remedies required by applicable consumer law or expressly provided below.

If payment succeeds but the purchased coins do not appear in the wallet, the user should avoid making the same payment again and contact support with the transaction reference. After verification, Speakly will credit the correct coins or approve a refund.

A call that never successfully connects should not incur a connected-call deduction. If coins are deducted for a failed connection, the user may request a wallet correction or refund after the call record is verified.

Where a call is materially affected by a verified platform or network failure, such as an unexpected disconnection or inaudible connection, Speakly may review call connection metadata and technical logs and may provide an appropriate coin adjustment, partial refund, or full refund depending on the affected service. Speakly does not record or review call audio.

No refund is ordinarily available merely because a user changes their mind or is dissatisfied with a conversation after a functioning call has been delivered. Valid connected call time remains chargeable in full-minute increments at the rate displayed before connecting. Reports of misconduct remain subject to separate safety review.

A verified duplicate payment for the same intended coin purchase may be refunded in full for the duplicate amount. Users should provide both transaction references and must never provide an OTP, password, or full card number.

If Speakly cancels a paid service before delivery because the service is unavailable, incorrectly priced, or cannot be provided, any amount charged for that undelivered service will be restored to the wallet or refunded as appropriate.

Unused purchased coins are ordinarily non-refundable and cannot be transferred or redeemed for cash by users. A refund may still be provided where required by law, where a payment was duplicated or incorrectly credited, or where Speakly expressly approves a refund based on the circumstances.

Email support@joinspeakly.com from the registered email address or provide the registered mobile number. Include the transaction reference, purchase or call date, approximate time, selected partner where relevant, amount or coins affected, and a short description of the issue.

Speakly may verify wallet transactions, payment status, call connection and duration metadata, technical logs, prior adjustments, and support history. Call audio is not recorded and therefore is not used to decide refund eligibility. Additional information may be requested where reasonably necessary to determine eligibility.

Approved monetary refunds are sent to the original payment method used for the purchase. Speakly will not request payment credentials to process a legitimate refund. Coin adjustments may instead be credited directly to the Speakly wallet when appropriate.

Approved refunds are initiated to the original payment method and ordinarily appear within 7–10 working days, subject to the payment provider or bank. Speakly cannot control additional delays caused by a bank, card issuer, app store, or payment provider after initiation.

This policy does not remove any non-waivable right or remedy under applicable law. Where a purchase channel provides mandatory additional rights, those rights continue to apply.

Refund support: support@joinspeakly.com. Grievance contact: Grievance Officer, support@joinspeakly.com.