Refund Policy

Our approach

We'd rather you were happy than hold on to your money. If Pikkolo Pinyin 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.

Lifetime Books — 14 day refund

If you bought Lifetime Books for $14.95 and it isn't for you, email us within 14 days of your purchase and we'll refund it in full. You don't need to explain why, though we always appreciate knowing what didn't work.

Access to the paid books ends when the refund is issued. Your account stays, along with your reading progress and saved words, and the free stories keep working.

Plus, paid monthly

You can cancel a monthly subscription at 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.

Plus, paid yearly — 14 day refund

If you bought a year of Plus for $79 and change your mind, email us within 14 days and we'll refund it in full.

After that, you can cancel any time to stop it renewing, and you keep access until the end of the year you've paid for. If something has gone wrong and you've barely used it, write to us anyway — we'd rather sort it out than keep money from someone who isn't getting anything for it.

Chat add-on — $4.95 a month

The chat add-on works the same way as Plus paid monthly: cancel any time, no future charges, access until the end of the month you've paid for.

Cancelling the add-on never affects Lifetime Books. Your stories, word lists and study guides stay exactly as they were.

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.