Our Commitment to Customer Satisfaction
At Donny Wonny, we're dedicated to helping you and your family grow together with our AI companion system. We understand that sometimes our service might not meet your expectations, which is why we offer a comprehensive and fair refund policy.
First: where did you buy your subscription?
How a subscription refund is handled depends on where you purchased it, because that determines who processes the payment:
- Bought inside the iOS or Android app (Apple App Store / Google Play): the store processes the payment, so refunds are handled by Apple or Google under their policies. We are not able to issue these refunds on your behalf. Request them directly: Apple refunds · Google Play refunds.
- Bought on our website (donnywonny.com, processed by Stripe): the self-service 30-day refund policy below applies, and we can process it for you.
- Physical merchandise is always processed by us through Stripe — see the print-on-demand section below.
Your statutory consumer rights (e.g. EU/UK withdrawal rights) always apply on top of this, regardless of where you purchased.
30-Day Refund Policy (website / Stripe purchases)
For subscriptions purchased on our website, request a full refund within 30 days of your initial premium subscription purchase. No questions asked. Subscriptions bought in the iOS or Android app are refunded by Apple or Google (see above).
Premium Subscription Refunds
- Full Refund Window: Within 30 days of your initial premium subscription purchase
- Automatic Processing:Self-service refunds are automatically approved on submission when the calculated refund amount is at or below $80 (this covers typical Premium monthly and Donny Dens monthly charges, and every US-jurisdiction Donny Dens quarterly charge including sales tax). Larger amounts — including most annual plans even inside the 30-day window — require team review first. Once approved, the refund is sent back through the original payment processor; see “Payment Method Returns” below for typical processor timing.
- No Questions Asked: Simply request a refund through your account settings or contact our support team
- Multiple Payment Methods: Refunds are processed back to your original payment method
What's Covered
- ✅ Premium subscription fees
- ✅ Monthly and quarterly subscriptions (prorated beyond 30 days)
- ✅ Annual subscriptions (full refund within 30 days; beyond 30 days requires manual review)
- ✅ Donny Dens (group) plan upgrades (website / Stripe only)
- ✅ Web premium features billed through Stripe on donnywonny.com
What's Not Covered
- ❌ Free tier usage (no payment involved)
- ❌ Donny growth progress or achievements
- ❌ Custom content created during subscription period
- ❌ Third-party service integrations
Beyond 30 Days: Prorated Refunds by Billing Cycle
After the initial 30-day full-refund window, the policy depends on your billing interval. Refunds beyond 30 days are calculated against the current billing cycle— the period you're actively paying for right now — not against an arbitrary day count. You only get refunded for time you have not yet consumed in the cycle you most recently paid for; earlier cycles you already used in full are not refundable.
Monthly subscribers ($14.99/month Premium, $24.99/month Donny Dens)
- Refund = (days remaining in current month / 30) × current month's charge.
- Auto-approved if the refund amount is at or below $80 (effectively all monthly refunds qualify) AND you haven't hit the anti-fraud limit (see below).
Quarterly subscribers ($39.99/quarter Premium, $69.99/quarter Donny Dens)
- Refund = (days remaining in current quarter / 91) × current quarter's charge.
- Auto-approved if the refund amount is at or below $80 (every US-jurisdiction quarterly purchase including sales tax qualifies).
Annual subscribers
- Beyond the 30-day window, annual refunds require manual review — annual charges always exceed the $80 auto-approve threshold, and a 12-month commitment is materially different from monthly. Email support@donnywonny.com and we'll review case-by-case.
Calculation examples (real math)
- Monthly Premium, 45 days in. You paid two monthly cycles of $14.99 each by then. The current (second) cycle started 15 days ago and has 15 days left:
Refund = (15 ÷ 30) × $14.99 = $7.50. The first cycle you fully consumed (and paid $14.99 for) is not refundable. - Quarterly Donny Dens, 45 days in. You paid one $69.99 charge covering ~91 days of service. 45 days used, 46 days left:
Refund = (46 ÷ 91) × $69.99 = $35.38. - Annual subscription, 45 days in. Beyond 30 days → manual review. Email support; the team will offer a fair prorate.
Special Circumstances
The cases below are policy commitments: when one applies, we'll issue a refund even outside the standard window or auto-approve threshold. Each one is applied through admin review on a case-by-case basis (i.e. these are not automated refunds — contact support and we'll handle them).
Technical Issues
- Service Outages: Refund available regardless of time period.
- Data Loss:Refund if we cannot recover your group's progress.
- AI Functionality Issues: Partial refund for periods when core AI features were unavailable.
Billing Errors
- Duplicate Charges: Full refund of the duplicate.
- Incorrect Pricing: Difference refunded.
- Currency Conversion Errors: Adjustment provided.
Accidental Purchases
- Child Purchases: Full refund within 60 days with parental verification.
- Multiple Subscriptions: Duplicate subscriptions refunded.
- Wrong Plan Selection: Plan switching or refund available.
How to Request a Refund
Self-Service Refund (Donny Wonny mobile app — Stripe / web purchases only)
- Open the Donny Wonny mobile app and sign in.
- Open Settings and choose Refunds.
- Pick a website (Stripe) subscription or merch purchase — not App Store / Play IAP.
- Choose a reason and add any details that help us route the request.
- Submit. Qualifying refunds at or below the $80 auto-approve threshold (including full refunds inside the 30-day window and billing-cycle proration for monthly / quarterly plans after 30 days, when the math produces ≤$80) are processed through Stripe immediately; everything else is queued for admin review.
Subscriptions purchased through the Apple App Store or Google Play Store must be refunded through Apple or Google directly (we cannot issue those on your behalf). For all other purchases, you can also email support if you can't use the app.
Anti-fraud limit: a small number of repeat self-service refunds per user in a rolling 365-day window are routed to manual review automatically.
Contact Support
- Email: support@donnywonny.com
- In-App Support: Submit requests through your account dashboard
Required Information
Please have ready:
- Your account email address
- Subscription purchase date
- Reason for refund request
- Any relevant screenshots or error messages
Refund Processing
Once a refund is approvedon our side (automatic for self-service refunds when the approved amount is at or below $80, or manual after admin review), the actual money movement is handled by the original payment processor. Their timing is outside our control. Typical processor windows below are estimates published by each processor; we don't promise specific timing on our side.
Payment Method Returns
- Credit/Debit Cards: typically 3-5 business days (varies by issuing bank)
- PayPal: typically 1-2 business days
- Apple App Store: processed by Apple (typically 7-10 business days)
- Google Play Store: processed by Google (typically 3-5 business days)
These windows are published by the payment networks/app stores, not by us. Your statutory rights (EU Consumer Rights Directive, UK Consumer Rights Act, etc.) are not affected.
Physical Merchandise (Print-on-Demand)
Physical items (apparel, accessories, books, prints) are made to order by our fulfillment partners Printful and Lulu Direct. Because each item is custom-printed for you, the following policy applies in place of the subscription policy above:
- Defective, damaged, or wrong item: Email support@donnywonny.comwithin 30 days of delivery with a clear photo. We will issue a full refund or send a free replacement — your choice. You never pay return shipping.
- Change of mind / wrong size:Because items are made to order we cannot accept returns for buyer's remorse, color preference, or size mistakes once the order has entered production. Please double-check your selection at checkout.
- Vendor cancellation or production failure: If the printer cancels, fails to produce your item, or marks it undeliverable, an automatic full refundis issued to your original payment method (typically 5–10 business days). No action required — you'll get an email confirmation.
- Lost in transit: If tracking stalls for an extended period (typically 21 days domestic or 45 days international), contact support@donnywonny.com with your order number — our team will review carrier data and offer a reprint or refund when appropriate (not automated in-app today).
- No restocking fees, ever. Stripe processing fees are absorbed by us, not deducted from your refund.
International Customers
- EU Customers: 14-day withdrawal right under EU Consumer Rights Directive
- UK Customers: Consumer Rights Act 2015 protections apply
- Australian Customers: Australian Consumer Law guarantees honored
- Canadian Customers: Provincial consumer protection laws respected
Our refund policy does not affect your statutory consumer rights. Additional protections may apply based on your location.