Refund Policy
How refunds work for star purchases and reports on AstroAk.
This document is for informational purposes only and does not constitute legal advice.
This Refund Policy explains how refunds are handled for star purchases and reports on AstroAk. It supplements (and does not replace) our Terms of Service and applicable consumer protection law. All purchases are processed by our Payment Processor acting as Merchant of Record (MoR); refunds are governed by both the Payment Processor's refund policy and the consumer law applicable in your jurisdiction.
On this page
1. Star Purchases — How They Work
Stars are sold in fixed packages (e.g. 55, 120, 400 stars) as one-time purchases. There is no subscription. After the Payment Processor confirms your payment via webhook, stars are credited to your Account immediately.
Stars do not expire while your Account remains active. They are non-transferable, Service-specific units of access to digital content within the Service; they are not vouchers, e-money, or payment instruments.
2. Reports Once Delivered Are Non-Refundable
Once a Report has been successfully delivered to your Account, the stars consumed for that Report are NOT refundable. AI inference, astronomical computation, and infrastructure costs are incurred at the moment of generation and cannot be recovered.
3. Failed Generation — Automatic Refund
If a Report generation fails due to a technical error on our side (Celestia API outage, Gemini timeout, infrastructure issue, etc.), the stars consumed for that attempt are automatically credited back to your Account. No manual request is needed.
If your balance does not return to its pre-attempt amount within 5 minutes of a failure, write to support@astroak.com with the report ID and your account email.
4. EU Consumer Rights (14-Day Cooling Off)
Under the EU Consumer Rights Directive 2011/83/EU, consumers in the European Union normally have 14 days from purchase to withdraw without giving any reason.
However, when you give explicit prior consent for digital content to be supplied immediately and acknowledge that you lose the right of withdrawal once supply has started, that right is forfeited under Article 16(m) of the Directive. We rely on this exception once a Report generation begins.
For unspent stars (i.e. stars that have not yet been used to generate a Report), the 14-day right of withdrawal may still apply. Contact support@astroak.com within 14 days of the purchase to exercise this right.
5. Turkish Consumer Rights
Under Turkish Consumer Protection Law No. 6502 and the Distance Sales Regulation, consumers in Turkey are entitled to a 14-day right of withdrawal for distance contracts.
As with EU law, this right does not apply once digital content delivery has started with the consumer's prior express consent. For unspent star balances, the 14-day withdrawal right may still apply.
6. How to Request a Refund
Send an email to support@astroak.com with: (a) your account email, (b) the Payment Processor invoice or transaction reference, and (c) the report ID if applicable. We will review your request against this policy, the Payment Processor's refund policy, and applicable consumer law.
Typical response time is 24 to 48 business hours. Approved refunds are issued by the Payment Processor to the original payment method, usually within 5 to 10 business days.
7. Chargeback Warning
Initiating a chargeback (payment dispute) with your bank or card issuer without first contacting us may result in immediate Account suspension and forfeiture of any remaining star balance. Always email support@astroak.com first; we are happy to process legitimate refunds promptly.
8. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be announced via the Service and the effective date above. Your continued use of the Service after a change indicates acceptance of the updated policy.
Refund requests
support@astroak.com