Refund policy

The rule

Payments are not refundable. A month or a year of a plan is sold as access to a service you can measure before you pay for it, and once a period starts, the compute behind it is reserved and spent whether you render one line or ten thousand. Part-used periods, unused minutes, forgotten renewals and "I did not use it this month" are not refunded.

This is why the free plan exists and why the demo on the front page needs no account: you can hear every voice, test your own script, read the limits on pricing and check the queue on status before any money moves.

Cancelling

You can cancel at any time from pricing, with no notice period and no exit fee. Cancelling stops the next charge; it does not refund the period you are in. You keep the plan until that period ends, then the account drops to Free. Nothing you generated is deleted when a plan lapses.

When you do get your money back

We would rather return a payment than argue about one. All four of these are honoured without a fight:

• Statutory withdrawal. If you are a consumer in the EU or UK, you have 14 days to withdraw from a distance contract. Checkout asks you to agree that we start the service immediately, which means that right is reduced in proportion to what you used - so ask within 14 days and you get the unused part back. If you never rendered anything, you get all of it.
• Double or duplicate charges - refunded in full, always.
• Our failure. If the service was unusable for a continuous 72 hours in a paid month and support could not fix it, that month is refunded. The public status page is the record we use, and it is not edited after the fact.
• An upgrade you did not get. If a plan change or grant failed and you were charged the higher price without receiving the higher limits, the difference is refunded.

Yearly plans are priced at ten months. If a statutory refund applies to a yearly plan, the used part is calculated at the monthly rate, which is the fair way round for the customer.

What is never refunded

• Compute you spent: audio you generated, minutes you dubbed, transcription you ran, clones you trained.
• A period you simply did not use, or forgot to cancel.
• Reseller and white-label plans after client accounts have been created under them.
• An account closed by us for breaking the acceptable use policy - cloning a voice without consent, for instance.
• Charges older than 90 days, unless the law says otherwise where you live.

How to ask

Write to hello@naadly.com from the address on the account with the invoice number. We answer within three working days and, when a refund is due, it is issued by Dodo Payments, our merchant of record, back to the card you paid with; their processing takes 5-10 working days.

Please write to us before opening a chargeback. A chargeback costs us a fee and freezes the account while the bank decides, which helps neither of us - and the four cases above we would simply have paid.