You can request a refund of your Premium subscription within 14 days of your first charge, or within 7 days of a renewal charge. You do it yourself from your account area (Settings → All settings), and the request must be made within that period: after that it is no longer possible to get a refund.
First month: if it is your first charge, you get a 100% money-back guarantee within 14 days, regardless of how much you have used the service. From the second month (renewals): a 100% refund is available within 7 days of the charge and only if you have used no more than 5 credits in the current cycle, so you can undo a renewal you did not want. The free month of BYOK Premium is not a charge: your first charge is the one made at the end of the free month. The free month of BYOK Premium is not a charge: your first charge is the one made at the end of the free month. With BYOK Premium, where you use your own key and consume no credits, a renewal is refundable within 7 days with no other conditions.
From the second charge onward (a renewal): if you have used more than 5 credits in the current cycle, or if more than 7 days have passed since the charge, you are not entitled to any refund: you can, however, turn off renewal for the following month at any time from your account area, and you will keep your Premium access and remaining credits until the end of the period you have already paid for. When a refund is approved, the full amount is returned to the payment method you used and the subscription is cancelled immediately: Premium access ends.
To prevent abuse, each customer can obtain at most 2 refunds over the whole lifetime of their account: from the third request onwards the refund is automatically declined. The limit applies per person: refunds obtained with the same email (even from a deleted account) or with the same card also count.
Novels purchased on CiaoNovel Read remain non-refundable, whatever the reason. The only exceptions are cases required by applicable law (for example a duplicate charge due to a technical error): write to us from the report a problem page to ask us to review your case.
