Refund policy

Last updated: 14 August 2026.

This page covers how refunds work, how to request one, and what happens to your data after cancellation. It applies across all Astrolium tiers: Free ($0), Pro ($11/month or $110/year), Adept ($29/month or $290/year), Master ($79/month or $790/year), and Personal ($12/month, monthly only). For billing questions, contact [email protected]. For the full account lifecycle terms, see the terms of service.

1. 14-day money-back guarantee (monthly and annual plans)

If you are a first-time subscriber on any paid plan — Pro ($11/month or $110/year), Adept ($29/month or $290/year), Master ($79/month or $790/year), or Personal ($12/month) — you have 14 days from the date of your initial charge to request a full refund. No reason is required. The refund is for the full amount paid, with no deduction for the days or AI credits used during those 14 days.

2. Cancellations after 14 days and renewals

Both monthly plans (Pro at $11/mo, Adept at $29/mo, Master at $79/mo, and Personal at $12/mo) and annual plans (Pro at $110/yr, Adept at $290/yr, and Master at $790/yr) can be cancelled at any time from account settings. Cancellation takes effect immediately in the system; you retain full paid access until the last day of the billing period you have already paid for.

After the initial 14-day money-back window, subscriptions are non-refundable for the unused portion of the current monthly or annual billing period.

We send a renewal reminder 7 days before each annual renewal. If you missed the cancellation window and an annual renewal charged in the last 7 days, write to [email protected] with the subject line "Refund request" and we will refund the renewal charge as a goodwill exception — once per customer.

3. Partial refunds for service failures

If Astrolium experiences a verifiable technical failure that prevented you from using a substantial part of the service during a billing period, we refund a proportional amount without requiring you to ask. The criteria:

• The incident must be logged on the status page.
• It must constitute more than 4 hours of unplanned unavailability in a calendar month.
• The refund is calculated as a daily pro-rate: monthly charge divided by 30, multiplied by the days substantially affected.

We apply these credits automatically on the next invoice or, for cancelled accounts, to the payment method on file. If the automatic credit does not appear within 10 business days of the incident resolution, email [email protected].

4. What is not refundable

• Cancellations requested after the 14-day initial money-back window (except the 7-day annual renewal goodwill exception in Section 2)
• Subsequent monthly renewals after your first billing cycle
• One-time $9 AI credit top-up packs once any credits from the pack have been used
• Services that were available and functional during the claimed period outside the 14-day guarantee window

5. How to request a refund

Send an email to [email protected] (or [email protected]) with the subject line "Refund request" and include:

• The email address on your Astrolium account
• The approximate date of the charge you want refunded
• Whether you want to downgrade to the Free tier or delete your account entirely

We respond within 2 business days to confirm receipt and within 5 business days to confirm whether the refund is approved. Approved refunds are returned to the original payment method and take 5-10 business days to appear on your statement, depending on your card issuer. We cannot send refunds to a different payment method than the one that was charged.

6. Exporting your data

You can export your data from account settings at any time — while subscribed or after downgrading to the Free tier. The export covers your full client roster, all chart data, session notes, Knowledge Base documents, Report Studio reports, and workspace settings as a single JSON archive spanning 14 data domains.

7. What happens to your data after cancellation

When you cancel a paid subscription:

• Your paid plan stays active until the end of the current billing cycle and then downgrades to the Free tier (up to 5 active clients).
• Client profiles, charts, session notes, completed reports, and your Knowledge Base are never automatically deleted on cancellation. All your client data remains intact, readable, and exportable at any time.
• Permanent deletion happens only if you explicitly request account deletion in account settings (or via [email protected]). Upon explicit account deletion, data is purged from the primary database within 7 days and from encrypted backups within 30 days.
• Billing records are retained for 10 years as required by Estonian commercial and accounting law. These records contain transaction amounts and dates, not chart data or client information.

8. Chargebacks

Filing a chargeback through your bank for a charge that is covered by this refund policy — rather than contacting us first — will result in immediate account suspension while the dispute is open. This is a payment processor requirement, not a punitive measure. We respond to all chargebacks with the refund-policy terms and a record of service delivery. Resolved chargebacks in our favor will not result in reinstatement of the account without a separate review.

If you have any billing concern, email [email protected] before involving your bank. We resolve billing disputes faster than the chargeback process.

9. Contact

Billing: [email protected] Subject line: "Refund request"

ProCoders OU (operating as Astrolium) Sepapaja 6, Tallinn 15551, Estonia Operating office: Avenida Defensores de Chaves 15 6B, 1000-091 Lisboa, Portugal.

For subscription terms and the service SLA, see the terms of service. For current pricing, see the pricing page.