Refund Policy
Effective date: 25 May 2026 Version: 1.0
This document explains AstroNum's refund policy for subscriptions and one-time in-app purchases. It complies with Apple App Store Review Guideline 3.1.1, the EU Consumer Rights Directive 2011/83/EU (as amended by the Omnibus Directive 2019/2161), and the UK Competition and Markets Authority rules on consumer refunds.
1. Summary
| Product | Cancellable | Refundable | How |
|---|---|---|---|
| Premium Monthly (auto-renew) | Yes, any time | Past periods: no. Future: stop renewal | See § 3 |
| Premium Yearly (auto-renew) | Yes, any time | Past periods: no. Future: stop renewal. Within 14 days of purchase: yes if not substantially used | See § 3 |
| Synergy Matrix (one-time) | N/A — single payment | Within 14 days if not yet opened. Mobile: via Apple/Google | See § 4 |
| Compatibility Report (per pair, one-time) | N/A | Same as Synergy Matrix | See § 4 |
| Yearly Forecast (per year, one-time) | N/A | Same as Synergy Matrix | See § 4 |
| Business Breakdown (per project, one-time) | N/A | Same as Synergy Matrix | See § 4 |
2. EU consumer rights
If you are a consumer based in the European Union (or other jurisdictions granting equivalent rights), you have a statutory 14-day right of withdrawal for distance purchases under Directive 2011/83/EU.
Important exception for digital content (Art. 16(m) of the Directive): You waive this right when you start using digital content delivered immediately — i.e., when you open, read, or download a generated report.
In plain language:
- You can request a refund for a one-time report only if you have not yet opened it.
- Once you open the report (it loads in the app), the refund right is exhausted because we have begun supplying digital content with your explicit consent.
For subscriptions, the 14-day right applies to the first billing period only and only if you have not substantially used the service in that period.
3. Subscriptions — how to cancel and request refund
Cancel future renewals (works anywhere)
Cancellation stops future billing but does not refund the period you have already paid for. You keep access until the end of the current period.
iOS: Settings → tap your name → Subscriptions → AstroNum → Cancel Subscription Android: Google Play Store → profile → Payments & subscriptions → Subscriptions → AstroNum → Cancel Web (Stripe): astronum.me/app/profile → Subscription → Cancel
Request a refund for an already-charged period
Mobile (Apple App Store / Google Play): Refunds are managed by the platform, not by us:
- Apple: https://reportaproblem.apple.com — log in with the Apple ID that made the purchase, find AstroNum, request a refund
- Google Play: Play Store → profile → Payments & subscriptions → Budget & order history → tap the AstroNum purchase → Request refund
We can support your request — email hello@astronum.me with your order ID — but the final decision rests with the platform.
Web (Stripe): Email hello@astronum.me within 14 days of purchase. If you have not substantially used Premium during that period we will process a full refund through Stripe. Refund typically appears on your card within 5–10 business days.
4. One-time reports — refund conditions
One-time reports (Synergy Matrix, Compatibility Report, Yearly Forecast, Business Breakdown) are digital content. EU 14-day refund right applies only if you have not opened the report.
Mobile (Apple / Google)
- Apple: request through https://reportaproblem.apple.com
- Google Play: request through Play Store → Payments & subscriptions
We will support the request with order details on email but the platform's decision is final.
Web (Stripe)
Email hello@astronum.me within 14 days of purchase. Include:
- Your account email
- The order ID (from the Stripe receipt)
- Which report you are requesting a refund for
If you have not opened the report we will issue a full refund. If the report has been opened we will assess the request on a goodwill basis — typically refusing routine refunds but accommodating cases where the report failed to generate or contained a clear technical defect.
5. Technical issues — full refund regardless of policy
If a report fails to generate properly, contains corrupted data, or the app is unable to deliver the purchased entitlement for technical reasons within 48 hours of purchase, you are entitled to a full refund regardless of the consent-to-deliver-immediately clause. Email hello@astronum.me with the order details and a brief description of the issue.
6. Chargebacks
If you initiate a chargeback through your card issuer instead of contacting us first, we may suspend or terminate your AstroNum account and entitlements while the dispute is reviewed. We strongly prefer that you email hello@astronum.me first — most refund requests are resolved within 48 hours, and you keep your account intact.
7. Outside the EU / UK
We are not generally obligated by law to refund completed purchases outside the EU/UK. We review such requests on a case-by-case basis and apply the same goodwill standard described in § 4–5. Email hello@astronum.me.
8. Processing time
Once approved, refunds are issued within 5–10 business days for Stripe purchases. Apple and Google refund timelines depend on the platform — typically 3–10 business days for credit/debit cards.
9. Contact
For all refund requests:
Email: hello@astronum.me Subject line: "Refund request — [order ID]" Response time: within 48 business hours