Last updated: August 4, 2026

FireflyNook sells digital products only — story subscriptions and downloadable materials such as activity books, coloring sheets, and audio stories. Nothing is shipped, so there are no physical returns. This page explains exactly when refunds apply, so there are no surprises for your family or ours.

Try before you pay

Every new family starts with a free trial. The trial gives you the real nightly routine (daily story, audio, quiz sheet) so you can see whether FireflyNook fits your family before spending anything. Because of this, we ask that you use the trial as your testing period.

Subscriptions

Subscriptions are a single, one-time payment for a fixed period. Nothing renews automatically, so you can never be charged for a renewal you didn’t choose.

• Once your plan is activated and story deliveries begin, the payment is non-refundable. This includes unused days — we don’t offer partial or pro-rata refunds if you stop using the service mid-plan.
• If we fail to deliver: if your plan was paid for but access was never activated, or a technical problem on our side keeps you from using the service and we cannot fix it within a reasonable time, we will refund the payment in full.
• Duplicate or mistaken payments (for example, the same plan paid twice) are always refunded in full — just let us know.

Digital downloads (shop purchases)

Downloadable products are delivered instantly and cannot be “returned” the way a physical item can. For that reason:

• All sales of digital downloads are final once the product has been made available to you.
• Faulty files are always our responsibility. If a file is corrupted, incomplete, or not as described, tell us and we will replace it. If we can’t provide a working copy, we will refund that purchase in full.
• By purchasing a download, you agree that delivery begins immediately and that this immediate access replaces any cooling-off or withdrawal period that may otherwise apply to online purchases in your country, to the extent permitted by law.

How refunds are paid

Approved refunds are sent to the same account the payment came from, normally within 10 business days of approval. Where a bank or transfer service charges unavoidable transfer fees, the refund may be reduced by those fees. When a refund is issued, the related access or download rights are cancelled and a credit note is emailed to you for your records.

Fair use

We’re a small family-focused service and we handle every request personally. We may decline refund requests that show signs of abuse — for example repeated purchase-and-refund patterns, or content that has been extensively downloaded before the request. If you ever believe a charge is wrong, please contact us first before raising a bank dispute: almost everything can be resolved faster in a direct conversation.

How to request a refund

Send us a message through our contact form with the email address on your account, your order reference, and a short description of the problem. We reply to every request and aim to get back to you within 2 business days.

Your legal rights

Nothing in this policy limits any non-waivable rights you have under the consumer-protection laws of your country. Where local law grants you a stronger right than this policy, local law wins.

We may update this policy from time to time; the date at the top always shows the current version. Questions? We’re happy to explain anything — reach us through the contact form.