Membership Frequently Asked Questions
What does it mean to be a Member?
Membership is designed to help you improve your sleep experience, night after night. It’ll give you the following:
- A pair of the latest generation Nightbuds.
- Lifetime device warranty.
- Access to the MyKokoon App.
- Ability to cancel your membership anytime.
You will also be able to track and manage sleep-related information collected by the Headphones and receive insights about your sleep. Insights include your sleep efficiency, time spent asleep and sleep schedule.
What are the Nightbuds Headphones?
When you sign up for Membership we will provide you with a pair of our Nightbuds headphones. They’re award-winning in-ear buds designed to help you fall and stay asleep. They’re perfect for both back and side sleepers. Find out more here.
How do I sign up and pay for Membership?
Membership is available on an annual basis.
You can sign up for Membership via our product page (which you can find here). All you need to do is provide us with your name, email address and pay the relevant annual fee as detailed on the page.
We will use Shopify Payment (a direct partner of Stripe) to recover fees for your Membership. Look out for “SP*KOKOON” & “Stripe” on any invoices or payments from Kokoon.
You’ll then be able to sign up for a MyKokoon account once you’ve received your headphones.
We will let you know when you are coming up to the end of your 12-month Membership period to help you renew or end your Membership.
(Your Membership fee is a non-refundable payment which will be payable in advance of receiving your headphones and App access.)
I’ve changed my mind (and it’s been less than 30 days since I purchased the Membership) can I cancel my annual subscription?
You have 30 days to change your mind and get a full refund on your Membership from the date you receive your confirmation of Membership email from us. This 30-day cancellation period only applies when you sign up to the first 12 months of Membership and not after Membership renewal.
Please submit a request within 30 days here, https://help.kokoon.io/hc/en-us , with the subject line, ‘I’ve changed my mind’ and include your initial order details, found in your subscription email confirmation.
When you terminate your Membership in this way, you’ll need to return your products to us (and pay for postage) once we’ve contacted you via email to confirm your cancellation. Once your product has been returned, we’ll then process your refund.
What happens 12 months after subscribing?
Your Annual Membership is automatically renewed every 12 months, if you don't change or cancel your account plan before the renewal date. For example, if you subscribed to a 12-month plan on January 5th, your subscription will be renewed annually on January 5th.
It is your responsibility to make sure your payment details on your Membership account are up-to-date. If you need to update your payment details contact us at: https://help.kokoon.io/hc/en-us
If a payment cannot be taken from your account before your renewal date, your Membership will be automatically terminated. (Please refer to the ‘How can I cancel my Membership’ section to view the access you’ll lose.)
How can I cancel my Membership?
If you wish to cancel your Membership, contact us at least 30 days before the renewal date of your Membership. For example, if you subscribed to our annual Membership plan on October 31st 2021, you will need to cancel your subscription on or before October 1st 2022. You will not be able to cancel your renewal after this time and payment for the next 12-month Membership will be taken on renewal.
Submit a request at https://help.kokoon.io/hc/en-us with the subject line, ‘Cancellation of Membership’ and include your initial order details, found in your subscription email confirmation. If your cancellation is within the allowed timeframe, we’ll then process your cancellation and confirm via email once this is complete.
Once you decide to end your Membership, your headphones will still work, but you’ll lose access to the MyKokoon app including the following features:
- Our sleep audio, including binaural soundscapes.
- Audio fade-out as you fall asleep.
- Sleep monitoring and sleep insights.
What support do we offer?
If you need to contact us with any questions before and during your membership, you can reach our friendly customer support team at https://help.kokoon.io/hc/en-us .You can also use our in-App chat bot to post any questions.