Buying chapters, and changing your mind

Who takes the payment

On an iPhone or iPad you pay Apple, through the App Store; on Android you pay Google, through Google Play. They handle the payment and decide refunds. Allora is made by FRATRUM LTD. When Apple or Google ask us about a refund, we tell them how many chapters from that purchase you've told — Apple only if you've allowed it in the app.

In the European Union, the EEA and the United Kingdom

• You have 14 days from buying to change your mind, without giving a reason.
• Your chapters can begin straight away. Before your first chapter, the app asks you to confirm that you'd like to begin now, and we send you that confirmation by email.
• If you cancel within the 14 days, you get your money back, less the chapters you've told by then. For example, if you bought Story — 15 chapters for €119.99 — and have told one chapter, €111.99 comes back.
• Once all the chapters in a purchase are told, it can no longer be cancelled. After the 14 days, once you've told a chapter, the purchase is final.
• Until you've told a chapter from a purchase, you can ask for your money back.

Everywhere else

Until you've told a chapter from a purchase, you can ask for your money back. Once you've told a chapter, the purchase is final.

Wherever you live

• If something doesn't work as it should — a chapter isn't written, or what you said is lost — your rights stay as they are. Write to us and we'll put it right. If we can't, you should have your money back, and we'll tell Apple or Google so.
• Chapters you've bought don't run out. Tell them at your own pace.
• If Allora ever stops, you'll have back what you paid for the chapters you haven't told.

How to ask

• iPhone or iPad: at reportaproblem.apple.com, or in your purchase history in the App Store. In the European Union, the purchase there also has a button to withdraw from it.
• Android: in Google Play, under your order history at play.google.com/store/account/orderhistory. After 48 hours Google Play may send you to us.
• Or write to us at hello@allora.life, and say which purchase it is. We answer within three working days.

If your care home bought your place in Allora, refunds are a matter between the care home and us.