Terms of service

1. About these terms and who we are

These terms are the agreement between you and Reorient when you use getreorient.com or the Reorient app at app.getreorient.com. By creating an account you agree to them. Please read them alongside our Privacy Policy, which explains how we handle your data.

Reorient is run by Reorient, 20-26 Albert Road, Middlesbrough, TS1 1PR, United Kingdom. When these terms say “we” or “us”, they mean Reorient. You can reach us through our contact form, or by email at this address.

2. What Reorient is, and what it isn’t

Reorient is a self-help tool for getting through a breakup. It offers a personal timeline, daily check-ins, a journal, exercises, a no-contact counter and guidance drawn from published research.

Reorient is not therapy, counselling or medical care. Nothing in the app, our emails or the Ask feature is a diagnosis or a substitute for advice from a doctor or qualified mental health professional. If you are struggling, please speak to your GP or a professional.

Reorient is not a crisis service. We do not monitor what you write, and nobody at Reorient can read your private entries. If you are thinking about harming yourself or you are not safe right now:

• In the UK, call Samaritans free on 116 123 (24 hours a day), or text SHOUT to 85258.
• In the US, call or text 988.
• In an emergency, call 999 (UK), 911 (US) or your local emergency number.

The crisis links in the app are always free, whatever plan you are on.

The Ask feature. Ask gives answers written by an AI system, based on published research. AI answers can be incomplete or wrong. Please treat them as a starting point, not professional advice.

3. Your account

• You must be 18 or over to use Reorient.
• One account is for one person. Please don’t share your login.
• Keep your password and your recovery code safe. Your private entries are encrypted with a key tied to your password, so we cannot reset or recover them for you. If you lose both your password and your recovery code, entries written before a reset cannot be read again by anyone, including us.
• Please give us an email address you can receive mail at. We use it for your login, reminders about your plan and any emails you choose to get.

4. Your free week and Reorient Free

The free week. Every new account gets 7 days of full access for free. We don’t ask for card or PayPal details to start. Your trial does not turn into a paid plan by itself, so nothing is charged unless you choose a plan. On day 5 we email you the date your free week ends.

Reorient Free. When your free week ends, you can keep using Reorient Free for as long as you like. It includes:

• your recovery timeline (where you are, and what’s normal now), the crisis links and the hard-moment tools
• the daily check-in
• the no-contact counter
• the journal, for up to 3 new entries in any 7 days
• Ask, for up to 3 questions a calendar month
• everything you have already written, which you can still read, export or delete

Other features stay visible but locked until you choose a paid plan. We may change what Reorient Free includes, but we will never remove the crisis links or your access to your own entries.

The free week is one per person. If the same email, device or PayPal account has already had a free week, a new account starts on Reorient Free instead. If that happens by mistake, tell us and we’ll put it right.

5. Paid plans and automatic renewal

Paid plans unlock every feature for as long as the plan is active.

Prices are in pounds sterling. No VAT is charged. The price you see when you choose a plan is the price you pay.

How payment works. You pay through PayPal. PayPal holds your payment details, not us, and its own terms also apply to the payment. You are charged when your plan starts.

Automatic renewal. Every paid plan renews automatically at the end of each period, for the same length and at the same price, until you cancel. PayPal takes the payment on the renewal date. We tell you this before you pay, and we remind you before every renewal (see section 6).

If a payment fails. We will let you know by email. If it isn’t sorted within 7 days, your account moves to Reorient Free. Nothing you have written is lost, and you can choose a plan again at any time.

6. Reminders, changing and cancelling your plan

Renewal reminders. We email you before every renewal: 3 days before a monthly plan renews, and 7 days before a 3, 6 or 12 month plan renews. Each reminder gives the date, the amount and how to cancel.

Changing plan. You can switch plan in Settings, under Membership. Your new plan starts when your current period ends, so you are never charged twice for the same time.

Cancelling. You can cancel at any time in Settings, then Membership, then Cancel plan. It takes one button, with no phone call and no offers you have to click past. You can also cancel from your PayPal account, or by contacting us.

When you cancel, your plan won’t renew again. You keep full access until the end of the period you have paid for, then your account moves to Reorient Free. We email you to confirm the cancellation.

7. Your 14-day money-back guarantee and refunds

Your first payment: a 14-day money-back guarantee. If Reorient isn’t right for you and you ask within 14 days of your first payment with Reorient, we refund it in full, with nothing taken off for the days you used. This applies once per person. A new account using the same email, device or PayPal account counts as the same person.

Any other payment: the days you haven’t used. For any other payment, such as a renewal or a plan started after an earlier refund, you can ask within 14 days of it being taken. We refund the part of the payment that covers the days you haven’t used yet.

Starting straight away. When you choose a plan, you tick a box asking us to start it straight away, inside your 14-day cancellation period. That is what lets you use Reorient during those 14 days.

How to ask. Go to Settings, then Membership, then Request a refund. The app shows you the exact amount before you confirm. We refund it through PayPal to the account you paid from, within 14 days (usually a few days), and email you to confirm.

When we refund a payment, the plan it paid for ends straight away and your account moves to Reorient Free. Your entries stay safe.

After 14 days. Once 14 days have passed since a payment, it isn’t refundable, but you can still cancel so the plan doesn’t renew again. You keep access until the end of the period you paid for.

Your legal rights. This refund promise is on top of your rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in these terms takes those rights away. If Reorient doesn’t work as described, you may also be entitled to a repair, a fix or a refund under that law.

8. Price changes

If we change the price of your plan, we will email you at least 30 days before the new price applies. The change only takes effect from your next renewal after that notice. If you don’t want to pay the new price, you can cancel before then, and if you ask within 14 days of the first payment at the new price, we will refund the days you haven’t used (see section 7).

9. Your content and privacy

Everything you write in Reorient belongs to you. We don’t claim any ownership of it. You give us only the permission we need to store it, encrypt it and show it back to you, and to use parts of your situation (such as dates and mood ratings) to write your timeline and daily emails.

Your journal, check-in notes, three lines and no-contact drafts are encrypted in your browser before they reach us, so nobody at Reorient can read them. You can export or delete your data at any time. Our Privacy Policy explains all of this in full.

The Reorient app, website, design, text, exercises and research summaries belong to us or the people we license them from. You can use them for your own recovery, but please don’t copy, resell or republish them.

10. Using Reorient fairly

Please don’t use Reorient to:

• contact, track, monitor, harass or pressure an ex-partner or anyone else
• break the law, or help anyone else break it
• try to get into other people’s accounts, or get around our security or the limits of your plan
• overload, scrape, copy or reverse-engineer the service, or use it to research or build a competing product
• use Ask to generate content unrelated to breakup recovery, or content meant to harm someone

If you do, we may suspend or close your account. We will normally tell you why first and give you a chance to respond, unless the law or someone’s safety means we can’t.

11. Changes to Reorient and to these terms

Changes to the app. We keep improving Reorient, so features will change over time. If we make a change that makes a paid feature you rely on noticeably worse, we will tell you in advance. You can then cancel and get a refund for any time you have paid for but not used.

Availability. We work to keep Reorient running all the time, but it may sometimes be unavailable for maintenance or because of problems outside our control. Please don’t rely on it as your only way to reach help in a crisis.

Changes to these terms. If we change these terms in a way that matters to you, we will email you at least 30 days before the change takes effect. If you don’t agree, you can cancel before then. Small changes, like fixing typos or making something clearer, we will simply publish here with a new date.

12. Our responsibility to you

We provide Reorient with reasonable care and skill, as UK law requires.

What we are responsible for. If we break these terms or act carelessly, we are responsible for loss or damage you suffer that was a foreseeable result. Loss is foreseeable if it was obvious it would happen, or if we both knew it might happen when you signed up.

What we are not responsible for.

• Loss that was not foreseeable.
• Decisions you make based on the app, our emails or Ask. Reorient offers self-help guidance, not professional advice (see section 2).
• Business losses. Reorient is for personal use only.
• Problems caused by things outside our reasonable control, such as a failure at PayPal or our hosting provider.

Otherwise, our total responsibility to you is limited to the amount you paid us in the 12 months before the problem happened.

What we never limit. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. That includes your rights under the Consumer Rights Act 2015.

13. Ending your account, complaints and the law

Deleting your account. You can delete your account at any time in Settings. It happens straight away and can’t be undone. Deleting your account also cancels any paid plan, so it won’t renew. It does not refund past payments by itself, so if you are within 14 days of a payment, ask for your refund first.

If we close Reorient. If we ever stop running Reorient, we will give you at least 30 days’ notice by email, time to export your entries, and a refund for any paid time you haven’t used.

Complaints. If something goes wrong, please use our contact form or email us. We aim to reply within 5 working days. If we can’t resolve it, you can go to your local Citizens Advice or the courts.

The law that applies. These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts. If you live in the EU, you keep any protections your local consumer law gives you.

Other legal points. If a court decides part of these terms can’t be enforced, the rest still applies. Only you and we have rights under these terms. We may transfer our rights under these terms to another business, but only if your rights are not reduced.

Contact. Our contact form, or email, for anything about your account, your plan or your data.

Last updated: 27 September 2026