Terms of Service

Last updated: 10 November 2026

The short version

Listenwell is an AI companion for reflection. It isn't therapy, medical advice or an emergency service.
You must be 18 or over.
Subscriptions renew monthly through Google Play (or the App Store) until you cancel there. Unused minutes don't roll over.
Your conversations are yours. You can delete them, or your account, at any time.
Nothing here takes away your legal rights as a consumer.

1. About these terms

These terms are an agreement between you and Redplumm International Limited (company number 12641418, registered office 2 Wilkins Way, Bexhill-on-Sea, East Sussex, TN40 2RD, United Kingdom) ("we", "us"), which provides Listenwell. By creating an account you agree to them, and to our Privacy Policy and Acceptable Use Policy. Please read them; if you don't agree, please don't use Listenwell.

2. What Listenwell is, and isn't

Listenwell is a reflective companion powered by artificial intelligence. It helps you think through what's on your mind, especially your relationships and work, using ideas from psychology research. It can write notes and journal entries, suggest small steps, and show you trends from what you share.

Listenwell is not a therapist, counsellor, doctor or crisis service, and it isn't a substitute for one. It doesn't diagnose, treat or prevent any condition, and its check-up scores (like the PHQ-9 and GAD-7) are for your own reflection, not a diagnosis. Always seek advice from a qualified professional about your health, and never delay seeking help because of something Listenwell said.

In an emergency, don't use Listenwell. Call 999 (UK) or 112 (South Africa), go to A&E, or call Samaritans on 116 123. See Safety and crisis support.

Listenwell is an AI. It can misunderstand you, get facts wrong, or remember things inaccurately. Use your own judgement about anything it says, and check important information elsewhere.

3. Your account

You must be 18 or over and able to agree to these terms.
Your account is for you alone. Don't share it, and keep your password private. Tell us straight away at support@listenwell.io if you think someone else has used it.
Give us an email address you can access, so you can reset your password.

4. Plans and subscriptions

Free: a one-off 10 voice minutes to try Listenwell, and a monthly allowance of typed messages.
Essential and Plus: monthly subscriptions with a set number of voice minutes and typed messages each month, as described in the app and on our Pricing page.
Buying: you subscribe through Google Play (or the Apple App Store on iPhone). The store takes payment, and its terms apply to the payment. The price, including VAT, is shown in the store before you confirm.
Renewal: subscriptions renew automatically each month, and the store charges you, until you cancel.
Cancelling: cancel any time in Google Play (Payments & subscriptions) or your Apple ID settings. You keep your plan until the end of the month you've paid for, then move to Free. Deleting the app or your account doesn't cancel a subscription by itself.
Allowances: voice minutes and messages reset at the start of each billing month. Unused minutes don't carry over and have no cash value. Voice calls are timed from when they connect to when they end, and Listenwell will wrap up gently as your minutes run out.
Changing plan: you can upgrade or downgrade in the app. The store works out any charge or credit.
Price changes: if we change the price of your plan, the store will tell you in advance, and you can cancel before it takes effect.

5. Your right to cancel and refunds

Under UK consumer law you normally have 14 days to cancel a contract for a digital service. When you subscribe, you ask us to start the service straight away. If you cancel within 14 days, you may be entitled to a refund, less a proportionate amount for what you've already used. Refunds are processed by the store you paid through: request one from Google Play or Apple, or email support@listenwell.io and we'll help.

If Listenwell doesn't work as described, or we can't fix a fault in a reasonable time, you may be entitled to a repair, a price reduction or a refund under the Consumer Rights Act 2015. Nothing in these terms limits those rights.

6. Your content

What you say and write in Listenwell, and what it writes for you, belongs to you. You give us permission to store and process it only to provide Listenwell to you, as explained in our Privacy Policy. You can delete conversations or your whole account at any time.

7. Using Listenwell properly

Please follow our Acceptable Use Policy. In short: use Listenwell for yourself, lawfully, and don't try to misuse, overload, copy or break it.

8. Our part

We'll provide Listenwell with reasonable care and skill, and keep improving it.
We aim to keep it available, but it may sometimes be unavailable for maintenance, or because of problems with our providers or the internet. We'll try to give notice of planned downtime.
We may change or improve features. If we make a change that significantly reduces what you've paid for, we'll tell you, and you can cancel and get a proportionate refund for the unused part of a paid period.
We may stop offering Listenwell altogether. If so, we'll give you at least 30 days' notice, the chance to download your data, and a refund for any paid period after the closure.

9. Ending your account

You can delete your account at any time in the app (You → Delete my account) or by asking us. We may suspend or close your account if you seriously or repeatedly break these terms, if you aren't 18 or over, or if the law requires us to. Where it's appropriate and safe, we'll tell you why first and give you a chance to put things right.

10. Our responsibility to you

We're responsible for loss or damage you suffer that's a foreseeable result of our breaking these terms or failing to use reasonable care and skill.
We don't exclude or limit our liability where it would be unlawful to, including for death or personal injury caused by our negligence, for fraud, or for breaching your legal rights as a consumer.
Listenwell is for personal use only. We aren't responsible for business losses, such as lost profits or business opportunities.
Because Listenwell is not a medical or crisis service (see section 2), we aren't responsible for decisions you make, or don't make, based on what it says, except where the law says we must be.
Apart from the cases above, our total liability to you is limited to the greater of £100 or the amount you paid us in the 12 months before the claim.

11. Intellectual property

Listenwell's software, design, name and logo belong to us or our licensors. We give you a personal, non-transferable right to use Listenwell under these terms. Please don't copy, modify, sell or reverse-engineer it, except where the law allows.

12. Changes to these terms

We may update these terms, for example to reflect new features or changes in the law. If a change materially affects you, we'll tell you at least 30 days in advance in the app or by email. If you don't agree, you can cancel and delete your account before the change takes effect.

13. Complaints and disputes

If something's gone wrong, please email support@listenwell.io and we'll try to sort it out quickly. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can bring proceedings there, and the law of your home country also applies. If you live elsewhere, you keep any protections your local law gives you.

14. Other legal bits

If a court decides part of these terms is invalid, the rest still applies. If we don't enforce something straight away, we can still enforce it later. We may transfer this agreement to another organisation that takes over Listenwell, and we'll tell you if that happens; your rights won't be reduced. Nobody else has rights under these terms.

15. Contact

Redplumm International Limited, 2 Wilkins Way, Bexhill-on-Sea, East Sussex, TN40 2RD, United Kingdom. Email: support@listenwell.io.