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This Refund Policy explains how refunds work for paid TellDone subscriptions. We want you to be happy with TellDone, so we keep this straightforward — including about the part we do not control.
Today, TellDone subscriptions are bought only as in-app purchases through the Apple App Store. That means Apple takes your payment and Apple decides refund requests under its own rules. We cannot issue an App Store refund ourselves. What we can do, we set out below, and we do it properly.
TellDone is a product of Kesterly Ltd, a company registered in England and Wales, company number 17359915, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. You can reach us at support@telldone.app or +44 7476 364394. For legal and data protection questions, legal@kesterly.com.
Purchases made in the app go through the Apple App Store, and Apple is the seller. Apple bills you, issues the receipt, and handles refunds under the App Store’s terms. A charge from Apple is what appears on your statement.
There is no other way to buy TellDone: we do not sell subscriptions on the web. Some accounts hold paid features that were never bought — promotional access, or access we granted directly. Nothing was charged for those, so there is nothing to refund, and this policy has nothing to say about them.
Tell us at any time and we will help you ask Apple. Email support@telldone.app, and you do not need to explain why.
Here is exactly what happens then, and what we can and cannot do:
Your legal rights are not affected by any of this — see Section 8.
TellDone has a free plan and a Welcome Gift on your first recording, so you can see whether it fits before anything is charged.
The Welcome Gift is 30 days of Pro, free — and a little more if you start near the end of a month, so that you always get at least one monthly report. It is granted once and cannot be earned again, it works the same whichever device you record on, and it needs no card. Nothing is charged for it, and when it ends your account simply returns to the Free plan unless you have chosen a paid plan.
Once the 14-day window has passed, payments for the current billing period are generally non-refundable, except where a refund is required by law (see Section 8) or where we agree otherwise.
If something is genuinely wrong on our side — a service we could not deliver, or access you paid for and did not get — contact us and we will put it right by restoring what you paid for or extending your paid access. If the problem is with the charge itself, such as a double charge, the payment was taken by the store or reseller you bought through and they are the ones who can reverse it; write to us and we will help you get the request to the right place.
If we close your account for a reason that is not one of the reasons listed in Section 13.2 of our Terms of Service, we will put you back in the position you paid for — by restoring your access for the remainder of the period, or, where your subscription was bought through the App Store, by supporting a refund request to Apple and providing an equivalent extension of paid access if Apple declines.
And if the service is faulty, not as described, or otherwise does not conform to what you paid for, your statutory remedies are not limited to any window and are not limited by anything in this policy. Section 8 sets them out.
Apart from the situations described above, we do not give partial or prorated refunds for unused time in a period you have already paid for. There is one further exception: if we discontinue a paid feature you are paying for, Section 12 of our Terms of Service applies and we will provide an equivalent alternative — for example, an extension of your paid access for the equivalent period — or a pro-rated refund for the unused part of the period. Where your subscription was bought through the App Store, you may also ask Apple for a refund at reportaproblem.apple.com, and Apple decides that request under its own rules.
Paid plans renew automatically at the end of each billing period (monthly or yearly) until you cancel.
You can cancel at any time on your iPhone, in the system Settings under your Apple subscriptions.
When you cancel, your plan stays active until the end of the period you already paid for and then does not renew. Cancelling on its own does not trigger a refund; to request one, see Section 6.
Ask Apple, at https://reportaproblem.apple.com, using the Apple ID that made the purchase. That is the only route to an App Store refund.
Tell us too, at support@telldone.app from the address on your account. We aim to reply within 2 business days and will help you with the request.
For purchases made through the App Store, the decision, the method and the timing of a refund are all determined by Apple, and the money goes back by the route Apple used to take it. We are not in that path and cannot speed it up.
Nothing in this policy limits the mandatory consumer protection rights available to you in your country of residence. If you are a consumer in the United Kingdom, those rights sit under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and they apply whatever this policy says.
In particular, if what you paid for is faulty, not as described, or does not conform to what you paid for, you have the right to ask us to repair or replace it, and if that is not possible or we do not do it within a reasonable time, the right to a reduction in price — which may be a reduction to nothing, meaning a full refund. Those rights are not limited to any 14-day window and are not conditional on anything in this policy.
Where your subscription was bought as an in-app purchase, the purchase contract for that subscription is concluded with Apple, and requests about the payment itself — including any statutory right of withdrawal in relation to that purchase — go through Apple under the App Store’s terms. Rights you have against us as the provider of the service are unaffected, and you can always contact us at support@telldone.app.
If you see a charge you do not recognise or believe is a mistake, please contact us first. We can almost always sort it out faster than a bank dispute.
This Refund Policy should be read together with our Terms of Service: on refunds, cancellation and billing this policy controls; the Terms of Service govern all other use of TellDone. The one exception is Section 12 of the Terms of Service, on paid features we discontinue: that section prevails over Section 4 of this policy.
We may update this Refund Policy from time to time. When we do, we update the “Last updated” date above, and the version in effect at the time of your purchase applies to that purchase. If a change materially reduces your rights, we give at least 30 days’ advance notice, as set out in Section 20 of the Terms of Service.
Questions about a refund or this policy? Email support@telldone.app. We aim to reply within 2 business days.
TellDone is a product of Kesterly Ltd, registered in England and Wales, company number 17359915. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Telephone: +44 7476 364394. Legal and data protection: legal@kesterly.com.
For App Store billing and payment records, contact Apple at https://reportaproblem.apple.com.