Refunds & cancellation

Who handles your purchase

Paddle is the merchant of record and authorised reseller for here is us memberships. The Paddle Refund Policy and Paddle Buyer Terms govern the payment. This page explains how to get help; mandatory consumer rights always apply.

Cancel future renewals

1. Sign in to the paying account and open Settings → Manage billing.
2. In Paddle, select your subscription and cancel it before the next billing date. You can also use the manage-subscription link in your receipt or request cancellation at paddle.net.
3. Keep the confirmation and check the subscription end date shown by Paddle.

Ordinary cancellation stops the next renewal and keeps paid access until the current paid period ends. It does not automatically refund an earlier charge. Signing out, disconnecting from your partner or not using the app does not cancel billing. The paying account manages the subscription.

Refund eligibility and time limits

Statutory withdrawal and refund rights depend on your location and transaction. For example, eligible consumers in the EU, EEA, Switzerland and UK may have 14 days to withdraw from an initial subscription purchase. Renewal rights and exceptions differ. See the country-specific rules in Paddle's Refund Policy.

Where a statutory right does not apply, Paddle may consider a discretionary refund requested within 14 days of the transaction. Each request is reviewed individually; applying within that window does not guarantee a refund. This window does not limit any longer or separate right provided by law.

Immediate digital delivery only affects withdrawal rights where the legal requirements for doing so are met. Using the app does not, by itself, mean you waive a statutory right.

How to request a refund or withdraw

Use the support link in your Paddle receipt or visit Paddle buyer support and select the refund option. Eligible EU purchases also have a withdrawal option in Paddle's customer portal during the withdrawal period; the receipt provides portal access.

Provide your purchase email and receipt or transaction reference. For a product problem, describe what went wrong. Do not send your password or full card details. If you cannot locate your receipt or reach billing support, email support@hereisus.com for help.

Paddle normally processes an approved refund to the original payment method within 14 days of approval. Eligible EU withdrawals are refunded within 14 days of the withdrawal request. Your payment provider may need additional time to show the credit.

Payment mistakes or a product that does not work

If you were charged twice, paid without receiving access, or cannot use a material feature as described, contact support@hereisus.com with the transaction reference and a description of the problem. We will investigate. If it remains unresolved, ask Paddle to review the transaction and available remedy. This policy preserves your rights concerning faulty or misdescribed software and lawful payment disputes.

Access and saved content

After ordinary membership expiry, existing shared content remains available to view and export while you stay connected. New shared interactions and edits pause. If you completed the introductory tower, you can still arrange already-owned room pieces. A full refund can end the refunded membership's paid access before the original end date.

Disconnecting is separate from cancellation or a refund. It closes the former shared world and memory book for both people; retained shared content stays available through account export. See our Terms of Service and Privacy Policy for shared-content and deletion details.