Refund Policy

This Refund Policy (the “Policy”) is incorporated into our Terms of Use and should be read together with our Disclaimer and Privacy Policy. Capitalised terms not defined here have the meanings given in the Terms of Use.

1. Scope

This Policy applies only to paid readings purchased through SOULSTARR. Free readings, free guidance pages, and promotional credits have no monetary value and are not refundable.

2. Nature of the Service

Each paid reading is a personalised, custom-prepared digital service. Work begins as soon as your reader receives your details. Because of the bespoke nature of the Service, refunds are limited as described below.

3. Eligibility for a Refund

You may be eligible for a refund in the following situations, subject to verification by our team:

• Before work begins: if you request a refund before your reader has started preparing your reading, you may receive a full refund.
• Duplicate or accidental purchase: if you were charged twice for the same reading, or completed a purchase by mistake and have not yet received the reading, we will refund the duplicate or accidental charge.
• Wrong reading delivered: if we deliver a materially different reading than the one you ordered, we will either deliver the correct reading at no extra cost or refund the purchase.
• Failure to deliver: if we are unable to deliver your reading within a commercially reasonable time after purchase and we cannot agree on a suitable replacement, you may request a refund.

4. Non-Refundable Situations

Refunds will not be issued in the following situations:

• the reading has been delivered to you and the content does not match your personal hopes, expectations, or preferred outcome (note: a reading is interpretive and the future is never guaranteed — see the Disclaimer);
• you provided inaccurate, incomplete, or false information (including birth details) and the reading was prepared based on that information;
• you changed your mind after the reading was delivered;
• delays caused by you failing to respond to a request for additional information needed to complete the reading;
• free, complimentary, promotional, gifted, or discounted readings (these may be subject to separate terms);
• requests submitted more than seven (7) days after delivery of the reading, except where required by applicable law.

5. How to Request a Refund

1. Reach out through the contact page using the email address you used at checkout.
2. Include your order ID, the date of purchase, and a clear description of the issue. Attach any screenshots or documentation that help us understand the situation.
3. Our team will review your request and respond within 5 business days.
4. If approved, refunds are returned to the original payment method within 5–10 business days, depending on your bank or card network.

6. Currency, Taxes & Fees

Refunds are issued in the same currency as the original transaction. Bank, card-network, or payment-processor fees deducted at the time of purchase may not be recoverable and may be excluded from the refund amount.

7. Chargebacks & Payment Disputes

Please contact us first to resolve any concern before initiating a chargeback or payment dispute with your bank or card issuer. Chargebacks raised without first contacting us may be challenged with the relevant payment provider. Suspected fraudulent chargebacks may result in suspension or termination of your access to the Service.

8. Subscriptions & Recurring Charges

If we offer any subscription or recurring-billing plans, you may cancel future renewals at any time through the cancellation instructions provided at the time of purchase. Cancellation stops future charges but does not retroactively refund prior billing periods unless otherwise required by applicable law.

9. Promotions, Discounts & Gifts

Promotional codes, discounts, free credits, and gifted readings are subject to the specific terms of the promotion or gift and have no cash value. They are not refundable in cash.

10. Force Majeure

We are not responsible for delays in delivery or refund processing caused by events beyond our reasonable control, including bank outages, payment-processor failures, internet disruptions, natural disasters, or government action.

11. Our Discretion

Decisions on refund requests are made in our reasonable discretion and are final, except as required by applicable consumer-protection law. We may choose to issue a partial refund, a credit toward a future reading, or a re-delivery instead of a cash refund where appropriate.

12. Changes to This Policy

We may update this Refund Policy from time to time. The current version is the one published at this URL with the “Last updated” date above. Continued use of the Service after changes are posted constitutes acceptance of the revised Policy.

13. Contact

Questions about a refund? Reach us through the contact pageand we’ll do our best to help.