When a refund is available
We will issue a refund in any of the following cases:
- The system failed to deliver a report after three retry attempts.
- Duplicate charges for the same report.
- Unauthorised payment on your card (please also file a dispute with your bank).
When a refund is not available
Because reports are delivered instantly and consumed on read, we do not refund:
- Reports where you disagree with the interpretation.
- Reports generated from incorrect birth details that you provided.
- Reports you changed your mind about after they were successfully generated.
A successfully generated report is treated like a delivered physical product — once it's in your inbox or dashboard, the work has been done and the service has been rendered.
How to request a refund
Use the Contact link in the footer to email us. Please include:
- The email address on your account.
- The report ID (visible in the URL when you open the report).
- A short reason for the request.
We respond within five business days. Approved refunds are returned to the original payment method via Stripe and typically take five to ten business days to appear.
Card disputes and chargebacks
If you raise a chargeback with your bank before contacting us, we may be unable to issue a voluntary refund and your account may be suspended pending dispute resolution. Please reach out first — we generally resolve issues quickly and amicably.