Help & support

SunStory is currently in early access. It helps you explore likely sunlight and shadow patterns for one home, using official Ordnance Survey building data, supporting terrain data, modelling assumptions, and the location you choose.

One payment creates one SunStory web experience for the home you choose. It is not an account, subscription, or permanent export.

Yes. You can open the example SunStory before creating your own.

A SunStory currently costs £24.99.

You can open your SunStory for 30 days from payment.

Checkout is provided through Onelink by Stripe. You may see Onelink or Stripe on checkout pages, receipts, invoices, refund notices, card statements, or payment-related support pages.

Contact SunStory support for help opening your SunStory, choosing the wrong home, understanding the scene, model limitations, product feedback, or refund requests.

For Onelink account, saved payment method, receipt, invoice, card charge, statement descriptor, or payment-provider privacy questions, you can also use the support options provided by Onelink or Stripe. If you are unsure, contact SunStory support and we will point you in the right direction.

For card payments, your bank statement may show ONELINK* SUNSTORY. Depending on your bank or payment method, you may also see Onelink or Stripe in payment-related emails, receipts, invoices, refund notices, or support pages.

No. Your SunStory opens from its own link, so keep it somewhere you can find it during your access period.

Use the date and time controls in your SunStory to explore likely sunlight and shade patterns through the year.

Use your SunStory link during your access period. If you did not keep it, contact support with your checkout email or Onelink or Stripe receipt.

SunStory combines official Ordnance Survey building data, supporting terrain data, modelling assumptions, and the location you select.

SunStory is available now at a reduced early access price while the product continues to improve. You get the full sunlight and shade report for the home you choose, and early use helps us understand what to improve next.

The scene is built from available building and terrain data. Where suitable source data is available, SunStory may also suggest fences, hedges and walls for you to review and add.

Trees are not currently added or suggested automatically. You can add trees and other missing shade sources yourself to refine the scene.

SunStory can model shade from trees you add to the scene. It does not currently add or suggest trees automatically, so check the scene against the property and add any important trees yourself.

Tree shape and seasonal leaf cover are simplified estimates rather than species-specific modelling. Automatic tree coverage is an area we plan to improve as suitable data becomes available.

No. SunStory is for exploring likely sunlight and shadow patterns. It is not a professional survey, certificate, right-to-light assessment, planning report, valuation, legal advice, or a guarantee of sunlight.

If something looks wrong, contact support with the SunStory link, postcode or rough location, and a short note about what you noticed.

Open your SunStory link again. If this keeps happening, email support with your SunStory link and the email you used at checkout.

Contact support with your checkout email or Onelink or Stripe receipt. We will use that to help find your SunStory.

Checkout confirmation usually takes a few seconds. If this keeps happening, email support with your SunStory link and the email you used at checkout.

A purchased SunStory is available for 30 days from payment.

After that, the link no longer opens the report. You can create a new SunStory for the same home, or contact support if you think the expiry is wrong.

Access to a SunStory normally ends after a full refund. Contact support if you did not expect the refund or still need help with it.

Access may be unavailable if the payment is disputed, reversed, cancelled, or reported as no longer valid. Contact support if you think this is a mistake.

Check that you opened the full SunStory link you saved. If you bought a SunStory and expected the link to work, contact support with the link and your checkout email.

Your statutory consumer rights are not affected.

If your SunStory fails to open, is for the wrong home, looks clearly wrong, or is not useful because of a limitation we should have made clearer, contact SunStory support. We will review the issue fairly and, where appropriate, arrange a refund through Onelink by Stripe.

Contact support with your SunStory link, checkout email, and Onelink or Stripe receipt if you have them.