Refund policy
Three situations, and they get three different answers. Two of them happen without you asking for anything.
Updated 14 October 2026
A reading that did not happen — automatic
If a reading fails, times out, or never reaches you, the credits it set aside come back the moment it stops. No request, no form, no argument — your credit activity shows a line saying the reason and the amount, and that is the whole process.
A deep reading has one more case. Its price pays for comparing this entry against what you have already confirmed. If that comparison runs and finds nothing to say, the difference between the two prices — 7 credits — goes back into your balance, with a line saying exactly why, because the paid part of the reading did not happen.
A credit pack you bought — 14 days, yourself
Open Membership, find the order, press refund. It works inside 14 days of the purchase and needs nobody's approval.
After that: the credits from that pack come back out of your balance, the order is marked refunded, and the charge is reversed with the payment provider. If you have already spent some of those credits, the money still comes back in full, and your history records the shortfall honestly rather than pretending the balance was always empty. One refund per order; the timing after that belongs to your bank, usually a few working days.
A charge you think is wrong — ask
Something on your history that does not look right, a duplicate, a plan switched by mistake: tell us which reading or which order and why. The appeal goes into a queue that a person reads, and the answer arrives as a notice in the app. If it is a mistake on our side you will have the credits back; if it is not, you will get the reason rather than a form of words.
Subscriptions
Cancelling stops the next charge and keeps what you paid for until the end of the period — that part is not a refund, it is what you bought.
A renewal you did not mean to let happen is a different thing: ask within 14 days of the charge and it comes back, and the subscription ends there. After that we treat it like any other request — read and answered, not refused by a rule.
How the money physically comes back
The way it came in. We sell through Stripe as merchant of record; they took the card details, not us, so the reversal is theirs to make and their timetable is the one you feel. Opening a dispute with your bank instead does not speed any of this up — it just moves the conversation somewhere slower for both of us.
Outside the window
Ask anyway. The window is the part you can do yourself; past it a person can still look at the charge and decide, and deleting your account does not refund anything by itself — the export is free, the copy of everything you wrote is yours either way.
The short version
- Nothing that never ran is charged.
- A pack is refundable by yourself for 14 days.
- Anything else: say which charge and why, and you will get a real answer.
- Prices on the terms page are what you paid; the privacy page explains what happens to your words when you leave.
Anything here to ask about: localpartners@tutanota.com.