Refund Policy

Our approach

Every story on Pikkolo Pinyin is free to read, so you can try the site properly before paying for anything. What you can buy is the Chat plan and custom story packs. We'd rather you were happy than hold on to your money: if one of those isn't right for you, tell us and we'll sort it out.

All prices and refunds are in US dollars. Refunds go back to the card or account you paid with — we can't redirect them elsewhere.

Chat plan — $4.95 a month

You can cancel any time using the link in your receipt email. Cancelling stops all future charges, and you keep access until the end of the month you've already paid for.

We don't generally refund a month that's already been used. If you were charged for a renewal you genuinely didn't intend — you meant to cancel, or you forgot it was running and hadn't used it — email us within 7 days of the charge and we'll refund it. We'd far rather do that than have you feel stung.

Cancelling never affects the stories. They're free, and your reading progress and saved words stay exactly as they were.

Custom story packs — 7 day refund on unused packs

If you bought a custom story pack and haven't used any of it, email us within 7 days of your purchase and we'll refund it in full.

Once stories from a pack have been made, each one has already cost us to write, illustrate and narrate, so a used pack isn't refundable. A story that was refused or failed to be made is given back to your pack automatically.

Billing errors and duplicate charges

If you've been charged twice, charged the wrong amount, or charged after cancelling, we'll refund it in full as soon as we've confirmed what happened. Just tell us — there's no time limit on fixing our own mistakes.

If something's broken

If the site isn't working for you — you can't sign in, stories won't load, audio is failing — please contact us before asking for a refund. Most problems are quick for us to fix, and we'd rather fix them. If we can't, you'll get your money back.

Your rights under Australian law

Our refund policy sits alongside your rights under the Australian Consumer Law, and doesn't replace them. If the service isn't as described, isn't fit for purpose, or has a major problem we can't put right in a reasonable time, you're entitled to a remedy regardless of the timeframes above.

Please talk to us before your bank

If a charge looks wrong, email us first. Chargebacks take weeks, cost us a fee on top of the refund, and we can almost always resolve things the same day.

Where a chargeback is raised without contacting us first, we may suspend the account's paid access while it's investigated.

Shared or misused accounts

Refunds may be declined where an account has clearly been shared publicly or resold. This is rare, and it isn't aimed at ordinary use — signing in on your own phone, tablet and laptop is entirely expected.

How to ask

Email hello@pikkolopinyin.com with the email address you used at checkout and roughly when you bought. That's enough for us to find your order.

We aim to reply within 2 business days. Once approved, refunds are processed by Lemon Squeezy and usually appear on your statement within 5–10 business days, depending on your bank.