Refund & Cancellation Policy
Last updated: August 2026
Who handles your payment
Our order process is conducted by our online reseller Lemon Squeezy, LLC (a Stripe company), the Merchant of Record for all our orders. Lemon Squeezy handles billing, invoices and refunds, and is what will appear on your card statement. Once you have an active subscription, your payments and receipts appear on your subscription screen in the app. For a receipt, a refund, or anything else, write to us at hello@playluni.com and we will help.
Cancelling a subscription
You can cancel at any time from your profile in the app — no email required, no cancellation fee.
- Your plan stays active until the end of the period you have already paid for. You are not cut off on the day you cancel.
- You will not be billed again after cancelling.
- Stars already in your balance remain usable until the end of that period.
- Stories you have already made stay in your library, and you can keep listening to them on the free plan.
14-day cooling-off period
If you are a consumer in the UK or EU, you have 14 days from purchase to change your mind. If you have not spent any stars in that time, write to us and you get a full refund, no questions asked.
Once you spend stars on a story, that story has been made and delivered to you, and the stars behind it are not refundable — this is the standard exception for digital content supplied immediately. Everything still unspent stays refundable for the full 14 days.
Subscription refunds outside 14 days
We do not automatically refund part-used months, but we would rather sort out a genuine problem than keep money someone is unhappy about. Write to us at hello@playluni.com if:
- you were charged after cancelling;
- you were billed more than once for the same period;
- the service was substantially unavailable for a prolonged stretch of your billing period;
- a story you paid for failed to generate and the stars were not returned.
We aim to reply within 2 business days. Approved refunds are issued by Lemon Squeezy to your original payment method and typically take 5–10 business days to appear.
Star Packs
A Star Pack is a one-off purchase of a consumable, so it is treated differently from a subscription:
- Unused: fully refundable within 14 days of purchase.
- Once you start spending it: not refundable — those stars were exchanged for stories that were generated and delivered to you.
Purchased stars never expire, so there is no need to rush to spend them.
Failed generations
Stars are charged when a story starts generating. If generation fails for a reason on our side, tell us and we will return the stars to your balance — that is a fix, not a refund, and it is usually the fastest way to put things right.
Price changes
If we change the price of a plan, the new price applies from your next renewal, never mid-period. We will let you know before a new price takes effect, and you can cancel before that renewal if you would rather not continue.
Your statutory rights
Nothing in this policy limits the rights you have under the consumer law where you live. Where local law gives you more than this policy does, that law applies.