Refund Policy

The family membership is digital and opens at once: the moment your payment is confirmed, every book is on your account and a receipt is on its way. It renews each month or each year until you cancel. Your free book costs nothing, so there is nothing to refund on it.

• Cancel from Manage billing on the membership page, any time. It takes effect at the end of the month or year you have already paid for, and nothing more is charged.
• You keep every book until then. After that the books close; your free book stays.
• Cancelling is not the same as a refund: the time you have paid for is yours to use.

The usual reasons, and we don't make any of them difficult:

• You joined and it isn’t right for your family. Tell us within the first few days.
• A renewal went through that you meant to cancel, and you tell us straight away.
• You were charged twice, or something was charged that shouldn’t have been.
• Something is broken — a book won’t open, the narration won’t play, pages are missing or wrong — and we can’t fix it.

Ask within 3 days of a payment and we'll refund it, no questions asked. After that we'll still read every request and we still fix what's broken — a book that won't open is our problem whenever you find it — but the automatic yes is the first three days.

We don't refund part of a month or year you have already started, except where the law says we must. Cancel instead, and keep reading to the end of it.

A refund of your latest payment usually comes with the membership ending at once — you'd be reading books you no longer paid for. We'll always say so when we confirm the refund. Your free book, your reading history and your pictures stay on your account.

Tell us what happened. Two ways, both read by a person:

• The contact page — no account needed.
• The help desk at your account — best if you're signed in, because the conversation stays attached to your order.

Either way a person reads it — there is no form that disappears into nothing.

The email address on your membership is enough for us to find it. If you have a receipt from Stripe, its number helps too.

Refunds go back through Stripe to the card you paid with. We can't send one anywhere else — that is how card refunds work, and it's also what protects you.

We issue it as soon as we've agreed it with you. How long it takes to show up on your statement is up to your bank, and is usually a few business days.

Ask and we'll send you a record of the refund for your files.

If something looks wrong on your statement, please talk to us first. A chargeback takes weeks, costs us a fee, and usually ends up somewhere we could have got to in an afternoon. We've never refused to look at a genuine problem.

If this changes, the date at the top changes with it. The policy that was on this page when you paid is the one that applies to that payment.