Refund Policy

Last updated: 2026-05-04. This is a v1 draft pending review by counsel before launch.

This policy describes when you can request a refund on Loni and how we process it. It complements our Terms of Service.

1. The 30-day refund window

You have 30 days to request a refund. The clock starts at different moments depending on what you bought:

Digital books — the window starts on the order's fulfilledAt timestamp, which is the moment the license is issued and the book appears in your mobile library (typically seconds after payment).
Printed books — the window starts on the order's deliveredAt timestamp, when the partner marks the parcel delivered. This gives you time to inspect the printed copy before the window begins. If your order is paid but not yet delivered, the window has not yet started; we will not process a refund and we will not fall back to the digital clock.
Mixed cart — if your cart contains both digital and printed items, the entire order is treated as physical for refund-window purposes. You cannot refund the digital half of the order while the paperback is still in transit.
Subscription — recurring payments are not refunded after they renew. To stop future charges, cancel the subscription before the next renewal; access continues until the end of the period you have already paid for. We do not pro-rate or refund partial months.

2. What you can request

A full refund of a digital book you no longer want.
A full refund of a printed book that arrived damaged, defective, or incorrect.
A refund of an unauthorized purchase (if you suspect fraud, contact us immediately and consider opening a dispute with your bank).

3. Limits and conditions

One refund per (user, book) every 30 days. A second request for the same book is rejected as a duplicate.
No refund while a payment dispute is open. If you have an open chargeback or provider dispute on the same order, the dispute must be resolved first; we cannot run two reversal processes at once.
We may decline a refund where we see a pattern of abuse — for example, repeated read-then-refund behavior on the same account.

4. How to request

Sign in and open the order from your account on the web.
Click Request a refund on the order. You can add a brief note.
We acknowledge the request by email within one business day and decide within five business days. The decision is also visible on the order page.

If you can no longer sign in, use the Contact page with your order reference, or write to support@helloloni.com.

5. What happens after we approve

When the refund is approved, the system runs the following inside one transaction:

License revocation — your reading license for the affected book is set to REVOKED. Any active reading session ends, and the book is removed from your library on the next sync.
Print-job cancellation (physical only) — any in-flight print job that hasn't shipped yet is cancelled with reason refund:<requestId>. We cancel jobs in QUEUED, ACCEPTED, or PRINTING state. Jobs that are already SHIPPED or DELIVERED are not touched, since they are physically in transit; the partner is no longer involved by then.
Ledger reversal — debit-mirror ledger entries are written so the creator's earnings on this order are reversed. The reversal is idempotent: a unique key (refund:<orderItemId>:<role>) prevents double-reversal if the worker retries.
Refund delivery — the refunded amount returns to the original payment method (PawaPay or Stripe) or to your Loni wallet, depending on what is offered or chosen at approval time. If your purchase was funded partly by Loni wallet credit or a gift card, that portion is credited back to the wallet so we don't refund money to a card that never paid for it.
Invoice revision — a new versioned invoice is issued for the order (v2 if v1 was the original). Both versions remain accessible from the order page.
Notification — you receive an email confirming the outcome.

For chargebacks resolved with a LOST decision, we mirror the same cleanup (license revocation, ledger reversal, in-flight print-job cancellation). WON and PENDING chargebacks file the record without moving money or fulfillment.

6. Disputes and chargebacks

If you have a payment dispute, please contact us first — most issues are resolved within a few days. We participate in dispute processes when the law and our payment partners require it. We do not run an automated chargeback handler in v1; chargeback outcomes are recorded by an administrator after they are settled with the bank or provider.

7. Contact

For refund questions: support@helloloni.com, or use the Contact page.

1. The 30-day refund window

You have 30 days to request a refund. The clock starts at different moments depending on what you bought:

Digital books — the window starts on the order's fulfilledAt timestamp, which is the moment the license is issued and the book appears in your mobile library (typically seconds after payment).

Printed books — the window starts on the order's deliveredAt timestamp, when the partner marks the parcel delivered. This gives you time to inspect the printed copy before the window begins. If your order is paid but not yet delivered, the window has not yet started; we will not process a refund and we will not fall back to the digital clock.

Mixed cart — if your cart contains both digital and printed items, the entire order is treated as physical for refund-window purposes. You cannot refund the digital half of the order while the paperback is still in transit.

Subscription — recurring payments are not refunded after they renew. To stop future charges, cancel the subscription before the next renewal; access continues until the end of the period you have already paid for. We do not pro-rate or refund partial months.

3. Limits and conditions

One refund per (user, book) every 30 days. A second request for the same book is rejected as a duplicate.

No refund while a payment dispute is open. If you have an open chargeback or provider dispute on the same order, the dispute must be resolved first; we cannot run two reversal processes at once.

We may decline a refund where we see a pattern of abuse — for example, repeated read-then-refund behavior on the same account.

4. How to request

Click Request a refund on the order. You can add a brief note.

We acknowledge the request by email within one business day and decide within five business days. The decision is also visible on the order page.

If you can no longer sign in, use the Contact page with your order reference, or write to support@helloloni.com.

5. What happens after we approve

When the refund is approved, the system runs the following inside one transaction:

License revocation — your reading license for the affected book is set to REVOKED. Any active reading session ends, and the book is removed from your library on the next sync.

Print-job cancellation (physical only) — any in-flight print job that hasn't shipped yet is cancelled with reason refund:<requestId>. We cancel jobs in QUEUED, ACCEPTED, or PRINTING state. Jobs that are already SHIPPED or DELIVERED are not touched, since they are physically in transit; the partner is no longer involved by then.

Ledger reversal — debit-mirror ledger entries are written so the creator's earnings on this order are reversed. The reversal is idempotent: a unique key (refund:<orderItemId>:<role>) prevents double-reversal if the worker retries.

Refund delivery — the refunded amount returns to the original payment method (PawaPay or Stripe) or to your Loni wallet, depending on what is offered or chosen at approval time. If your purchase was funded partly by Loni wallet credit or a gift card, that portion is credited back to the wallet so we don't refund money to a card that never paid for it.

Invoice revision — a new versioned invoice is issued for the order (v2 if v1 was the original). Both versions remain accessible from the order page.

Notification — you receive an email confirming the outcome.

6. Disputes and chargebacks