Refund Policy

We want you to be happy with Lisenia. This policy explains when refunds are and aren’t available. It applies in addition to any rights you have under the consumer laws of your country, which we do not take away.

1. Free trial and free tier

You can try Lisenia’s free features before paying. We encourage you to use the free tier to decide whether a paid plan is right for you before purchasing.

2. Subscriptions (Coach Pass / Coach Max)

• 14-day money-back guarantee: if you’re not satisfied, contact us within 14 days of your first payment for a full refund of that payment.
• Renewals: you can cancel at any time to stop future renewals; cancelling keeps your access until the end of the current billing period. Renewal payments are generally non-refundable once the new period starts, except where required by law.
• Partial periods: we don’t provide pro-rated refunds for time left in a period after you cancel, unless the law requires it.

3. Bespoke mock exams and token-metered features

Bespoke mocks are generated uniquely for you and consume real processing (including AI audio synthesis). Once a bespoke mock has been generated or a token spent, that item is non-refundable. If a bespoke mock fails to generate due to a fault on our side, we’ll restore the token or regenerate it at no cost.

4. Institutional seats

Seats purchased by a school, university, or organisation are governed by the agreement with that institution. Individual learners on an institutional seat should contact their administrator.

5. How to request a refund

Email support@lisenia.com from the address on your account, telling us your plan and the reason. We aim to respond within a few business days. Approved refunds are returned to your original payment method; the time to appear depends on your payment provider.

6. Exceptions

We may decline refunds where there is evidence of abuse (for example, extensive use followed by a refund request, or repeated refund requests), or where prohibited by law.