Write to us here, or email elene@nuastro.com. Every message is read and answered by the person who runs Nuastro. If you are a member, write from the email address on your account and tell us your username, so we can find you straight away.
Before you write
Most questions about paying, cancelling, refunds and your data are already answered in plain words on these three pages:
If they do not answer your question, write anyway. We would rather hear from you than have you guess.
Subscriptions and payments
All payments are handled by Gumroad, our merchant of record. Gumroad is the seller for your purchase, takes your card details, and emails you a receipt. We never see your card. The three tiers are Free, Standard and Premium; what each includes is on the Store.
A subscription renews on its own, monthly or yearly, until you cancel. The receipt email from Gumroad is the key to all of it:
- To cancel, use the link in your Gumroad receipt, or in your Gumroad library. Cancelling stops the next charge. Your plan runs to the end of the period you have paid for, then drops to Free. Every reading already written for you stays yours.
- To move between Standard and Premium, change your tier on the Manage membership page, reached from the same receipt. Moving up charges only the difference for the rest of the period; moving down takes effect when the period ends. Please do not buy a second subscription on top of the first, or Gumroad will bill you for both.
- To change your card, use the same link.
If you cannot find the receipt, or would rather we did any of this for you, write to us and we will. Tell us the email address you paid with, which may not be the one on your Nuastro account.
Refunds are set out in full in the Refund Policy. The short version: if something is broken, wrong, or not what we described, you get your money back. If you were charged for a renewal you meant to cancel, tell us within 14 days. You do not need an order number. Once a refund is approved, Gumroad returns it to the card you paid with, and your bank usually takes a further five to ten working days to show it.
A reading you have bought
Every reading in the Store is written by a person, and reaches you within three days of your purchase. After you pay, your profile shows the reading as bought and gives you a place to write your questions and say whose chart it is for. You can change what you wrote until the reading is written.
If three days have passed and nothing has arrived, write to us. If the reading turns out to be about the wrong chart because the birth details were entered incorrectly, write to us with the correct details: we fix the record and write the reading again once, at no cost.
Your birth details
Your birth date, time and place are set when you register and cannot be edited from your profile, because every reading written for you is written from them. If any of them is wrong, write to us with the correction: the date, the exact time if you know it, and the town or city. We change the record for you, and your chart and readings follow.
Your account
Everything else about your account is under Settings on your profile: your email address, your password, which emails you receive, and your username, which you can change once every 30 days. Deleting your account is there too. Deletion is permanent and cannot be undone, so read the note beside the button before you press it.
If you cannot sign in, use the forgotten-password link on the sign-in form. If the verification email from registration never arrived, check your spam folder first, then write to us and we will verify you by hand.
Something is not working
Tell us which page it happened on, what you did, what you expected, and what you saw instead. A screenshot helps more than anything else. If you can, add which device and browser you were using. Most problems are fixed within a day of being reported.
Your data and privacy
You can ask to see what we hold about you, or ask us to delete it, by writing from the email address on your account. We may ask you to confirm you control that address before we act, which protects you from someone else asking in your name. Deletion is completed within 30 days and is permanent. Anything you posted in the Forum or the Feed is anonymised rather than removed, unless you ask for it to be deleted outright. Gumroad keeps its own customer record as merchant of record; deleting that is a request you make to Gumroad. The Privacy Policy sets all of this out.
Press, partnerships and everything else
For interviews, collaborations, or anything professional, email elene@nuastro.com directly. Members can also find us in the Forum. If you have simply spotted something wrong on the site, a mistake in a reading, a typo, a broken link, we want to know about that too.
How long it takes
Most messages are answered within three working days, and usually sooner. Refund requests are answered within three working days, and privacy requests within 30 days, as the policies promise. Nuastro is run by one person, so there is no ticket number and no queue to check; you will hear back from a person, at the address you wrote from.
What we offer, and what we do not
Nuastro draws your chart from where the planets actually were and reads it. It is not medical, psychological, legal or financial advice, and it should not be used in place of any of those. If you are in crisis, please contact your local emergency services or a qualified professional. What you do with a reading is yours to decide.