Support Center

Email: support@luniastories.com

Response time: 48 hours on weekdays. Replies on weekends and public holidays move to the next business day. For urgent or safety-related issues, simply add Urgent at the start of your subject line.

To help us solve your issue quickly, please include:

• Device model and iOS version (e.g. iPhone 15 / iOS 18.2) • Lunia app version (visible at the bottom of the Profile screen) • Email or phone number linked to your account • Step-by-step description of the issue • Screenshot or short screen recording if possible

Share your child's name, birthday, or other sensitive details only when needed.

Accounts are created with a phone number, Apple ID, or Google account. If you cannot access your account or registered with the wrong number, write to support@luniastories.com - we'll help after identity verification.

To edit your child's name, age, or goal: Profile → Child Profile → Edit. Multiple children can be added with separate profiles.

Lunia Premium subscriptions are managed through the Apple App Store. To view, change, or cancel your subscription: iPhone Settings → [Your Name] → Subscriptions → Lunia.

From inside the app, Profile → Manage Subscription opens the same Apple page. Cancellations take effect immediately and end at the close of the current period; you keep Premium access until then.

All purchases are processed by Apple, so only Apple can issue refunds. To request one, go to reportaproblem.apple.com, sign in with your Apple ID, and select your Lunia purchase.

Apple will respond directly after review. Once you cancel a subscription, Apple's confirmation may take 24-48 hours.

Story generation does not start or takes too long: Check your internet connection, then fully close and reopen the app. If the issue continues, use Profile → Report a Bug - the system automatically attaches the latest error to your message.

No audio playback: Make sure your device is not in silent mode. Lunia is designed to play through the lock screen and AirPods; if you have trouble, keep your iOS version up to date.

App won't open or crashes: Update Lunia to the latest version on the App Store. If the issue persists, restart the device; if still unresolved, write to us with your iOS version and any error logs.

If you find a story inappropriate, use the "Report" button on the playback screen. All reports are reviewed manually within 48 hours; we update our content filters when needed.

For suggestions on story quality, write to support@luniastories.com with "Feedback" in the subject line - we continuously refine our AI model and pedagogical framework.

For data privacy requests (access, export, deletion, correction under GDPR / KVKK and similar laws): write to support@luniastories.com with "Data Request" in the subject line. We respond within the legal window (30 days).

To permanently delete your account inside the app: Profile → Settings → Account → Delete Account. This action removes all stories, audio files, and profile data irreversibly.

Lunia collects your child's information only for pedagogical story generation, with parental consent. Data is not used for model training, not shared with third parties for marketing, and no advertisements are shown.

For questions about your child's privacy, email support@luniastories.com. Full details are on our Privacy Policy page.

• Privacy Policy: luniastories.com/en/privacy • Terms of Use: luniastories.com/en/terms • App Store: search for Lunia on the App Store • General questions: support@luniastories.com