Refund Policy

Last updated: 2026-05-14 · These terms are reviewed by Astra periodically and effective on the Last updated date above.

This Refund Policy explains when you are entitled to a refund and how to request one. It applies to all paid transactions on Astra. Read alongside Payment Terms, Subscription Terms, Coin Terms, Shop Terms, Reader Marketplace Agreement, and Reader Agreement.

Default rule: digital content and completed reading services are non-refundable. Specific carve-outs below give you a right of refund in defined situations.

1. EU / EEA / UK 14-day right of withdrawal

If you are a consumer ordinarily resident in the European Union, European Economic Area, or the United Kingdom, the Consumer Rights Directive 2011/83/EU and UK Consumer Contracts Regulations 2013 give you a 14-day cooling-off period to withdraw from a distance contract without giving any reason.

Important exceptions under Art. 16:

Digital content supplied not on a tangible medium (e.g. subscription content, AI readings, downloads) — the 14-day right lapses as soon as performance begins, provided (a) we obtain your express prior consent to begin performance during the cooling-off period, and (b) we ask you to expressly acknowledge that you thereby lose your right of withdrawal.
Services fully performed during the cooling-off period with your express prior consent and acknowledgement.

We collect this consent at checkout with a clearly labelled checkbox. If you do not check the box, performance is deferred until the cooling-off period ends.

To withdraw within the cooling-off period:

Use the Cancel & refund button in Settings → Billing, or
Email hello@astraplatform.ai with subject "EU withdrawal" and your order ID.

We will refund within 14 days of receiving your withdrawal notice, to the original payment method, less any deduction for services already used (where you waived withdrawal at checkout).

2. Subscriptions

Situation	Refund
EU 14-day withdrawal (right preserved)	Full
14-day withdrawal (right waived at checkout, < 30 min voice used)	Goodwill: full refund
14-day withdrawal (right waived, > 30 min voice used)	Goodwill: pro-rated by remaining period
Annual plan, first 30 days, no premium download	Pro-rated by remaining period
Cancellation after first month	No refund for current period; access continues to end of paid period
Service-side outage > 7 days	Pro-rated credit, optionally cash refund
Material breach by Astra	Full refund of unused portion

3. Stars (coins)

Stars are prepaid platform credit, not currency, and are non-refundable once redeemed.

Situation	Refund
Unredeemed Star top-up, within 7 days, payment method intact	70% goodwill refund (covers ~30% payment-processor + chargeback-risk cost)
Unredeemed Star top-up, > 7 days	No
Redeemed Stars (spent on gifts, sessions, items)	No
Stars on a closed-for-cause account	Forfeit

4. Reader sessions

Situation	Refund
Cancellation > 24 hours before scheduled start	Full
Cancellation 1-24 hours before	50%
Cancellation < 1 hour before	None (reader retains compensation)
You no-show	None (reader retains compensation)
Reader no-show	Full refund + 20% credit toward a future booking
Quality complaint within 48 hours, dispute review	Determined by Astra Trust & Safety per Reader Agreement § 4
Reader violated Reader Agreement § 5 (predictions, off-platform soliciting, crisis-protocol failure)	Full refund + ban consideration for the reader

5. Live gifts and tips

Gifts (paid via Stars) are final once received by the broadcaster, except for accidental sends reversed within 5 minutes via the in-app Undo.
Tips are final on send.
A broadcaster who is banned for a zero-tolerance violation may have outstanding gift payouts forfeited.

6. Shop — physical goods

14-day return from delivery, in original condition. Shipping cost is deducted from the refund. Return shipping is your responsibility unless the item was defective or sent in error.
Defective on arrival: full refund or free replacement at your choice, including return shipping. Photo evidence required.
EU 14-day right of withdrawal applies on top of the above.

7. Shop — digital goods (decks, soundscapes, courses)

7-day refund if < 25% consumed, measured by pages opened / minutes played. Email hello@astraplatform.ai with the order ID.
After 25% consumption or 7 days, no refund except for defect.

Monthly: full pro-rated refund for the unused portion of the current month if cancelled within 14 days of first activation and < 100 widget impressions served.
Annual: pro-rated refund within first 30 days if < 1,000 widget impressions served.
After that, no refund except for material breach by Astra or a service-side outage > 14 days.

9. Local statutory rights

This policy does not limit your local statutory consumer rights, including:

Australian Consumer Law — guarantees of acceptable quality, fitness for purpose, etc.
California Consumers Legal Remedies Act (CLRA).
UK Consumer Rights Act 2015 — service must be carried out with reasonable care and skill.
EU member-state implementations of the Consumer Rights Directive.
Brazilian Código de Defesa do Consumidor — 7-day right of regret on distance contracts.
Japan Act on Specified Commercial Transactions.
PRC Consumer Rights Protection Law (when the PRC edition launches).

10. How to request a refund

Open Settings → Billing → Refund request, or
Email hello@astraplatform.ai with:
- Your order ID (in your confirmation email)
- The reason (we don't require a reason for valid carve-outs but it helps us improve)
- Any supporting screenshots / context

We acknowledge within 48 hours on business days and decide within 5 business days. Refunds go to the original payment method.

11. Chargebacks vs refunds

Please contact us first. If you initiate a chargeback with your card issuer without contacting us, your account may be suspended pending resolution. See Payment Terms § 8.