Refunds and cancellation

Last updated 8 November 2026

The short version. No commitment. Cancel any time in two taps and you won’t be charged again. You can use everything you’ve paid for first. If you cancel within 14 days of starting, we refund the share you haven’t used. You pay for the posts already made.

1. Cancel in two taps

In the app, go to Account and tap Cancel plan.
Tap to confirm.

That’s it. Only the account owner can cancel. Your plan runs until the end of the month or year you’ve already paid for, then stops. You won’t be charged again. We email you to confirm.

You can also email help@heybennu.com and we’ll cancel for you.

When you cancel, any posts that were booked are stopped, so nothing else goes out, unless you choose the option below.

2. Use what you’ve paid for

Before your final tap, Bennu offers to make and schedule everything you’ve paid for first. That’s the rest of this period’s posts plus any rolled-over posts.

Bennu makes them straight away.
You can approve them as usual, or let them go out by themselves.
They publish on their scheduled dates, up to 30 days after your paid period ends. Your accounts stay connected until then.

3. Pause instead

Quiet month? You can pause for a month instead of cancelling.

You aren’t charged during the pause.
Nothing goes out, and your allowance waits for you. Rolled-over posts don’t expire while you’re paused.
We remind you 3 days before the pause ends. Then Bennu starts again by itself.
You can end the pause early at any time.

4. After you cancel

We keep your business card, what Bennu has learned and your library for 90 days, so if you come back everything is as you left it.
About 30 days after you cancel, we send one email to let you know what’s still saved.
After 90 days, your photos, clips and media are deleted. Our privacy policy explains what else we keep and for how long.
Posts already published stay on your social accounts. They’re yours.

5. Refunds

In your first 14 days, cancelling gets you a refund for the share you haven’t used. Section 6 explains how it’s worked out.
After 14 days, we don’t refund part of a month or year, because you can keep using everything you’ve paid for until the end of the period. Cancelling stops the next payment.
Extras, such as extra reels: if you bought them in the last 14 days and haven’t used any, email help@heybennu.com and we’ll refund them. Once used, they can’t be refunded.
Team voices (£3, $4 or €3.50 each): if nobody has recorded into the place yet, email help@heybennu.com within 14 days of buying and we’ll refund it. The place comes off your account as soon as the refund goes through. Once someone’s voice is recorded into it, it can’t be refunded, but deleting the voice keeps the place for someone else.
Mistakes. If we charge you wrongly, or close your account when you haven’t broken our terms, we refund what you shouldn’t have paid.
Rewards and referral credits have no cash value and can’t be refunded or paid out.

Refunds go back to the card you paid with. A refund when you cancel in your first 14 days is sent straight away. Any other refund is sent within 14 days of us agreeing to it. Your bank may take a few more days to show it.

If something is wrong with a payment, please email us before asking your bank for a chargeback. It’s usually quicker.

None of this affects your legal rights.

Note for Martin (not shown in production)

Martin decided (7 Nov): no general money-back. The required tick at checkout and the unused-share refund in section 6 replace it. Since 8 Nov the code refunds automatically when the owner cancels in Account within 14 days (src/lib/refunds.ts, refundInvoice). Only when Stripe has no payment to refund does an admin alert ask for it by hand. Extras and team voice refunds are made by hand in Stripe when someone emails. Since FIX-A (8 Nov), refunding a team voice payment in full takes the place back automatically (src/lib/voice/refund.ts, from the charge.refunded webhook), and an admin alert flags one already recorded into or with an invite still open. Extras have no automatic step: check they are unused before refunding.

Decision for Martin to confirm (FIX-A): unused extras bought in the last 14 days are refundable by emailing support, and an unused team voice place is refundable the same way, with the place removed automatically once refunded. If you’d rather not offer the extras refund, remove that point.

6. Cancelling in your first 14 days

Bennu is sold for business use. Bennu also starts work as soon as you pay, so before you pay we ask you to tick:

“Start now. I understand that if I cancel within 14 days I’ll pay for the posts already made.”

If you start with a yearly free trial, the 14 days start on the day of your first payment, when the trial ends. Cancelling during the trial costs nothing.

If you cancel within 14 days of your first payment, this is what happens:

No posts made or published yet: we refund your payment in full.
Some posts made: you pay for the posts already made, and we refund the rest. Each post costs your payment divided by the number of posts in that period’s allowance. For example, on a plan with 20 posts a month, if 5 have been made, we refund 15 out of 20, which is three quarters of the payment.
Posts already published are paid for and stay yours. We don’t refund them.

To cancel within the 14 days, tap Cancel plan in Account. Before you confirm, it shows how much you’ll get back. Your plan ends straight away and the refund goes back to your card automatically, so you don’t need to ask for it. If you choose “use what you’ve paid for” instead, your posts are made and go out, and there’s no refund. You can also email help@heybennu.com or send us the form below, as long as you tell us clearly before the 14 days are up, and we’ll do the same.

If you are a consumer, which means you use Bennu mainly for purposes outside your trade, business, craft or profession, the Consumer Contracts Regulations 2013 give you 14 days to cancel. The rule above is how they work for a service and digital content that you asked to start straight away. If you live in the EU, your country’s similar rules apply.

Note for Martin (not shown in production)

For the solicitor: sole traders. Most sole traders using Bennu for their trade are not consumers, so the Consumer Contracts Regulations don’t apply to them. But someone using it mainly outside their trade (a hobby page, say) could be. For consumers, the Regulations only let us charge for what was supplied if, before they paid, we gave the required information and got their express request and acknowledgement, and then confirmed it on a durable medium. In practice that means the order confirmation email must repeat the tick wording, the cancellation rights and the model form. If we get that wrong, a consumer who cancels in 14 days may owe nothing. Ask the solicitor to check the tick wording, the per-post sum (including yearly plans and rollover), and whether finished posts count as digital content, where the right to cancel ends once supplied.

Also check the Digital Markets, Competition and Consumers Act 2024 subscription rules, which may give consumers a further cooling-off period after each yearly renewal.

7. Cancellation form

You don’t have to use this form, but you can copy it into an email to help@heybennu.com or post it to us.

To the owner of Bennu, available on request from help@heybennu.com, help@heybennu.com

I hereby give notice that I cancel my contract for the supply of the following service: Bennu, plan:

Ordered on:

Name:

Email address used for Bennu:

Address:

Date:

8. Failed payments

If a payment doesn’t go through, we email you and show a note in the app with a one-tap link to update your card. We try the payment again over the next week. Your posts keep going out for 7 days. After that, new posts are held until the payment works. Nothing is deleted, and everything carries on as soon as you pay.