Refunds & credits

Mystrea does not sell subscriptions. You buy a prepaid balance and it is drawn down by the minute while you are in a reading. Nothing renews automatically and there is nothing to cancel.

Your balance does not expire. If you top up $50 and come back a year later, the $50 is still there.

The first 3 minutes with each new advisor are free. We ask for billing details before the chat opens so the session is not interrupted mid-sentence, but no charge is made until the free minutes have been used.

If your first paid reading was not right, email care@mystrea.com within 72 hours and we will return those minutes to your balance. You do not need to explain yourself and there is no form to complete.

You can request that any unused balance be returned to the card or account you paid with. We process these within five business days. Minutes already spent in a completed reading are not refundable to your card, though they may be credited under the policy above.

If a reading is cut short by a fault on our side — the chat drops, the advisor disconnects, the timer misbehaves — those minutes are returned to your balance automatically. If we miss one, tell us and we will fix it.

If you live in the UK or the EU/EEA, you have 14 days from purchase to withdraw from the contract and get your money back. That applies in full to credit you have not spent.

For minutes you have already used, the position is different. When you start a reading you are asking us to begin performing the service immediately, and you expressly consent to that. Once a reading has begun, the withdrawal right no longer covers those minutes — this is the standard exception for digital services performed during the withdrawal period. Everything left on your balance is still fully refundable.

This sits on top of our satisfaction policy above, which is more generous than the law requires. Whichever helps you more is the one we apply.

Please contact us before disputing a charge with your bank. Almost every dispute we see is something we would simply have refunded. You can reach a person at care@mystrea.com, 7 days a week, 6am – 11pm PT.