Last updated: August 28, 2026
This policy explains how cancellations and refunds work for Sendie. The short version: you can cancel your subscription any time and keep access until the period you've paid for ends, but purchased credits and consumable add-ons are non-refundable once bought. Crypto payments are irreversible once confirmed. And anything you buy from a business that uses Sendie is refunded by that business, not by us.
- Subscriptions (Lift / Soar / Jet)
- Credit packs & top-ups
- Voice Boost minutes
- Crypto payments
- Buying from a business that uses Sendie
- Faulty charges & billing errors
- Your statutory rights
- Contact
1. Subscriptions (Lift / Soar / Jet)
You can cancel a paid plan at any time. When you cancel, you keep access to your plan and its features until the end of the current billing period you've already paid for. Cancellation simply stops the next renewal.
- We don't provide partial-month or partial-year refunds for time that has already elapsed on the current billing period.
- To avoid the next charge, cancel before your next billing date. As long as you cancel before that date, you will not be charged for the upcoming period.
- After cancellation takes effect at period end, your subscription does not renew and no further charges are made.
2. Credit packs & top-ups
Purchased credits (one-time packs and top-ups) are non-refundable once bought. Because purchased credits never expire, their value isn't lost, they remain in your balance until you choose to spend them.
- Credits already spent are non-refundable.
- Unspent purchased credits stay in your account and don't expire, so there's no need to refund them.
3. Voice Boost minutes
Voice Boost minute packs are a consumable add-on and are non-refundable once purchased.
4. Crypto payments
You can pay for plans and credit packs with cryptocurrency. Crypto payments work differently from cards, and refunds work differently too:
- On-chain transactions are irreversible. Once a crypto payment is confirmed on the blockchain, it cannot be reversed by us or by the network, so crypto purchases are non-refundable.
- Crypto plan payments are one-time (there is no automatic renewal). Your plan stays active until it lapses, and we remind you before it does so you can top it up.
- If a payment under- or over-pays, or confirms late, email billing@sendie.ai with your transaction hash and we'll reconcile it, credit the right amount, plan, or balance to your account. We resolve these as an account credit rather than an on-chain reversal.
5. Buying from a business that uses Sendie
When a business uses Sendie to sell paid bookings, event tickets or products, those sales are made by that business, not by Sendie. Sendie only provides the rail and never holds those funds, they settle into the business's own account.
- How the payment is processed depends on where the seller is. Most sellers are paid through Stripe (Stripe Connect). Nigerian shops selling to their customers are processed through Paystack, with the money settling into the Nigerian business's own Paystack-connected account. Either way, Sendie is not the merchant of record for that sale.
- Refunds are issued by the seller, not by Sendie. If you bought from a business through Sendie and want a refund, please contact that business. Refunds are at the selling business's discretion and under their own refund and cancellation terms, and are returned through the same rail the payment came in on (Stripe or Paystack).
- The selling business is responsible for issuing refunds, honouring its stated policy, resolving disputes and chargebacks, and for any sales tax or VAT on its sales. As the merchant of the transaction, it, not Sendie, bears chargeback liability.
- Any Sendie, Stripe or Paystack processing fees applied to a sale are not returned to Sendie when a business refunds its customer; refunds and fees between the business and its buyer are governed by the business's terms and the payment provider's terms.
6. Faulty charges & billing errors
If you're charged in error, charged twice, or run into a genuine billing problem, we'll make it right. Email billing@sendie.ai (or legal@sendie.ai) with the details and we'll investigate and correct any mistaken charge promptly.
7. Your statutory rights
This policy is provided for transparency about how we handle cancellations and refunds. Nothing in it limits or removes any mandatory statutory consumer rights you may have (for example, under UK or EU consumer-protection law), which continue to apply where they're applicable to you.
Questions about cancellations or refunds? Email billing@sendie.ai.
Sendie is operated by SENDIE AI LTD, a company registered in England (No. 17307184), registered office: 66 Paul Street, London, England, EC2A 4NA.