Note to our iOS (iPhone / iPad) customers
If you purchase or subscribe for Lupa using your Apple account, any refunds have to be processed via Apple (according to their policy, not ours!) and exactly how that works depends on which country you're in. We recommend purchasing and subscribing directly on our website at my.lupa.app — which allows us to service your account directly via our payments processor.
Our refund policy
For our annual plan, we will gladly refund your purchase within seven business days for any reason or none at all.
For our monthly subscription, we are happy to refund the latest payment within three business days from when your card was charged. If it has been longer than three business days but there has been no activity on the account (i.e. you have not used the app), we will also gladly refund your payment.
Note that you can cancel your monthly subscription without requesting a refund. In that case, you will continue to have access to Lupa until the end of the current subscription period.
How to get a refund
If you made your purchase in-app from your iPhone or iPad, you will need to request your refund through Apple by following the instructions here: https://support.apple.com/en-gb/HT204084
Otherwise, if you bought your subscription from our website or via your Android app, please reach out to our customer service team using our chat widget (available here in our Help Center or on any page on lupa.app), or email us at firstname.lastname@example.org.
If it's outside our support team's office hours, don't worry. Send a message in the same chat widget, and we'll process the refund as soon as we're back, and confirm with you by email.