Cancellation and Refund Policy

Before completion

You may cancel a paid reading for a full refund before it is completed, including its purchased Express fee. Use Cancel Order in My Readings, or contact hello@lovebykoko.com with your order reference if you cannot access that control. Work having started does not by itself remove this right. We use the time we receive your cancellation request to assess eligibility.

For a combined purchase, cancellation of an unfinished item refunds the amount allocated to that item and its applicable extra charges; it does not cancel a different item that is already completed. You can separately cancel each unfinished item. For an unfinished monthly audio edition, the refund covers that edition and its purchased one-time extras; future renewal cancellation is a separate account action.

After completion

Once a reading is fully finished, made available to you and marked Completed, it cannot be cancelled or refunded merely because you changed your mind or disagree with its interpretation. A payment confirmation, scheduled date or work-in-progress status is not completion.

This change-of-mind restriction does not remove rights or remedies for a faulty, inaccessible, materially misdescribed or undelivered service, unauthorized charges, or other situations where a refund or remedy is required by law. Report service problems through support.

Refund processing

An eligible refund is returned to the original payment method. Your account distinguishes a requested or pending refund from one confirmed as refunded. The payment provider and your bank may take additional time to show the credit. We do not charge a cancellation fee under this policy. If we cannot complete a paid service, we will refund it rather than charge you for an undelivered reading.

Statutory cancellation rights

Applicable cooling-off and digital-content rights remain available. Where an order is to begin during a statutory cancellation period, we will obtain the express request and any acknowledgement required by law before relying on an exception to that right. Accepting general terms alone is not treated as such an acknowledgement. Our full-refund-before-completion promise remains in addition to mandatory rights.