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Refund and Cancellation Policy

Version 2026-08-13.2 · Last updated 13 August 2026

This policy explains when you can cancel a reading, what we refund, and what we do not. It forms part of our Terms of Service, and accepting those terms means accepting this policy. Where the two disagree, this policy governs on refunds.

The short version: top-ups are final. Money you put in your wallet buys credit for readings on Kismo — it is not a deposit we hold for you, and it is not paid back out in cash, including the part you have not spent yet. It also never expires, so it stays yours to spend for as long as your account is open. What we do put right is a payment that went wrong and a reading we failed to deliver.

1. How charging works

Readings are billed by the minute from a wallet you top up in advance. There are four moments that matter here:

  • You top up. The payment buys Kismo credit, and the purchase is complete when the credit lands in your wallet. It does not expire and it cannot be transferred to anybody else.
  • You send a request. Nothing is charged. You may cancel it for any reason, at no cost, for as long as it is still waiting.
  • An astrologer accepts. The chat opens and the first minute is charged immediately, at the rate shown on their profile. From this moment the reading has started.
  • The session runs. Every started minute is charged in full — a session lasting four minutes and ten seconds costs five minutes. Either of you can end it at any time, and it also ends by itself when your balance runs out.

By starting a reading you are asking us to begin the service straight away, and you accept that once a session has been delivered it can no longer be cancelled for a refund.

2. Cancelling

Before an astrologer accepts — cancel the request in the app. Nothing has been charged and nothing needs refunding.

After an astrologer accepts — you can end the session whenever you like, and you stop being charged from the end of the minute that is running. You pay for the minutes that ran and no more. There is no minimum spend and no cancellation fee, but the minutes already billed are not returned.

3. What we do not refund

These are not grounds for a refund, and we will say so if you ask:

  • Wallet credit you have not spent. A top-up is a purchase of credit, not a deposit. Once it is in your wallet it is not converted back into money and not returned to your card, however little of it you have used. It does not expire, so nothing is lost — it stays there until you spend it. The one exception is below: if we close your account, you get it back.
  • A session that connected. Once an astrologer has accepted and the chat has opened, the reading has been delivered and the minutes it ran are not refundable — including if you leave after the first minute.
  • Part-minutes. Every started minute is charged whole. We do not refund the unused seconds of a minute.
  • Not liking what the reading said. Readings are guidance and entertainment. We do not promise that a reading will be accurate, that a prediction will come true, or that you will hear what you hoped to hear, and none of those is a service failure.
  • Birth details you entered wrongly. The date, time and place you give us are the input to every chart. Wrong details produce a reading about somebody who does not exist, and that is not something the astrologer can be asked to absorb. Check them before you start.
  • Your connection, device or app. A dropped network, a flat battery, a closed app or a phone put down mid-session do not refund minutes that were billed. Your chat history stays readable and you can start again when you are back.
  • Choosing an astrologer who did not suit you. Each profile states their languages, their specialities and their rate, and you choose before you spend anything. A style or a language that turned out not to be for you is not a fault in the service.
  • Advice that did not work. No refund is available on the ground that a suggestion did not help, a remedy did not work, or events did not turn out as discussed.
  • Promotional credit. Free or bonus wallet credit has no cash value. It can be spent on readings and it is never paid out.
  • An account removed for breaking the rules. If we close your account because you broke the Terms of Service, nothing comes back — neither what you spent nor what is left in the wallet.
  • Closing your own account. You can leave whenever you like, but a balance you chose not to spend is not paid out on the way out. If you think you might come back, leave the account open — the credit does not expire.

4. What we do refund

These we will put right, and you should tell us if they happen:

  • A top-up that went wrong. Charged twice for the same top-up, or charged and the credit never arrived — we refund it in full. That is not really a refund; it is a payment we should not have kept.
  • Your balance, if we close your account. If we withdraw the service, or close your account for a reason that is not your fault, we return what is left in your wallet. You bought credit for a service we are no longer letting you use, so we give the money back. This does not apply where we closed the account because you broke the terms, or where fraud is involved.
  • A payment you did not authorise. Tell us and we will investigate and refund it.
  • An astrologer who took your session and did not turn up. If a reading was accepted and then went unanswered, or was cut short by a fault on our side rather than yours, we refund the minutes it cost — normally as wallet credit, or to your card if you prefer.
  • A serious breach in a session. If an astrologer told you that you were cursed or in danger, pushed a remedy or a product, asked you for money outside Kismo, or was abusive, report it. Those are removal-grade breaches of the Astrologer Agreement and we refund the session while we act on it.

5. Asking for a refund

Email support@kismo.app from the address on your account. Tell us what happened and roughly when — we can find the session from that.

Please raise anything about a specific session within 7 days of it happening, and anything about a payment within 30 days. We can still look at something older, but the further back it goes the less there is to check it against.

We aim to answer within 3 business days. Where we agree a refund, it goes back to the original payment method through Stripe and usually reaches you within 5–10 business days, depending on your bank; a refund to wallet credit is immediate. We do not refund to a different person, card or account than the one that paid.

6. Goodwill

Everything in §3 is what we are not obliged to refund. It is not a promise to be unpleasant about it. If a reading genuinely went wrong, tell us what happened — we read every one of these, and a credit is cheap next to a bad experience. What we will not do is treat goodwill as a routine: repeated refund requests across many sessions are treated as abuse of this policy, and we may decline them and close the account.

7. Fraud, abuse and chargebacks

We may refuse a refund, and suspend an account, where we reasonably believe there has been fraud, a stolen payment method, or a pattern of consuming readings and reclaiming the money for them.

If something looks wrong on your statement, please come to us before your bank. A chargeback freezes the money for weeks and tells us nothing; an email usually settles it the same day. While a chargeback is open we may suspend the account it relates to.

8. Your rights

Nothing in this policy takes away rights you have under the consumer law of the country you live in, including any right to a refund for a service that was not supplied as described. Where such a right applies, it applies whatever this policy says.

9. Contact

ParakeetAI d.o.o., Slovenska cesta 55b, Ljubljana, Slovenia. Email support@kismo.app.