How can we help?

The Night Train Through the Snow, all 57 minutes of it, 14 sounds, six pieces of music, the mixer, the sleep timer and saved mixes. They need no trial, no card and no account.

iPhone, iPad, and Android phones and tablets. A television version is on the way.

No. There is no sign-up and no email address. A subscription belongs to your Apple ID or Google account, so it follows you to a new phone when you restore purchases.

A subscription opens all seven stories, all 198 sounds, 164 blends and 64 pieces of music. In the United States it is $3 a month or $24 a year, which works out at $2 a month. Apple and Google set the price in your country's currency, and the store shows it, including any tax, before you confirm.

New subscribers get 7 days free, once per Apple ID or Google account. Everything opens straight away and nothing is charged during the trial.

Unless you cancel at least 24 hours before the trial ends, the plan you chose begins when it ends and your App Store or Google Play account is charged. Settings in Lalai shows the date your trial ends.

On iPhone or iPad

1. Open the Settings app.
2. Tap your name, then Subscriptions.
3. Tap Lalai, then Cancel Subscription.

On Android

1. Open the Google Play Store app.
2. Tap your profile picture, then Payments & subscriptions, then Subscriptions.
3. Tap Lalai, then Cancel subscription.

You can also open Settings in Lalai and tap Manage or cancel, which takes you to the same place in your store.

Cancel at least 24 hours before your trial or billing period ends to avoid the next charge. You keep everything until the end of the time you have paid for. Deleting the app does not cancel your subscription.

Apple and Google take the payments, so refunds go through them.

• App Store: go to reportaproblem.apple.com, choose I'd like to, then Request a refund. Only Apple can issue refunds for App Store purchases.
• Google Play: within 48 hours of a charge, you may be able to get a refund directly from Google Play. After that, write to us: we can refund Google Play purchases ourselves.

If something went wrong at our end, tell us and we will help.

Open Settings in Lalai and tap Restore purchases. Check that you are signed in to the same Apple ID or Google account you subscribed with. This is also what to do on a new phone or after reinstalling. If it still doesn't unlock, write to us and say which store you used.

Yes, in the same subscription settings in the App Store or Google Play (see How do I cancel?). The store shows when the change takes effect.

Yes, for anything you have played before. Audio is kept on your phone after the first listen, so a flight or a cabin with no signal still works. Anything you haven't opened yet needs a connection the first time.

Yes. Lock the phone or turn it face down, and the story or mix keeps playing. While a story plays, the controls fade after a few seconds and the picture dims as the story goes on.

For a story, choose the end of the story, or 15, 30 or 45 minutes. For a mix, choose 15, 30 or 45 minutes, 1 hour, 8 hours or all night. When the time comes, the sound fades out over about half a minute instead of stopping dead.

When a story ends, its own sounds can carry on for 2½ minutes, 30 minutes or all night.

Open Settings and tap Clear downloaded sounds. That removes the audio kept for offline listening; it downloads again the next time you play it.

Please tell us which story or sound, roughly when it happened, and on which device. It helps us find and fix it.

Lalai is for relaxation. It is not a medical device, and it is not a treatment for insomnia or any other condition. If you have had trouble sleeping on most nights for several weeks, or you snore loudly, stop breathing in your sleep or feel very sleepy during the day, please see a doctor. There is more on our Health & safety page.

Lalai's stories are written for adults. If you play sounds to help a baby settle, keep the phone and its cable out of the crib and at least 7 feet (2 metres) away, with the volume low. See Babies and young children.

Keep the volume low, and stop if your ears hurt, ring or feel blocked. If you listen all night, a speaker at low volume saves having earphones in for hours. See Protecting your hearing.

Very little. There is no account, no advertising and no analytics. The Privacy Policy lists everything that does leave your phone.

Uninstall the app. That removes everything stored on your device.

To erase the subscription record our payments provider keeps as well, write to us with the order number from your Apple or Google receipt, and we will delete it. Deleting it while a subscription is running ends your access but doesn't stop billing, so cancel in your store first.