Refund Policy

Draft for business/legal review only. Not legal advice. Must be reviewed by qualified counsel before publication.

Refund Policy - THIRD DRAFT

Date: 2026-06-08 Mode: Draft-only harmonized text Prepared by: Hermes

This Refund Policy explains how [JASON DECISION REQUIRED: insert exact legal entity name] (the “Company”) reviews and handles Refunds, Credits, cancellations, no-shows, technical-failure issues, and payment disputes relating to the TarotAndAstrology Platform.

This is a business and legal review draft only. It is not final and is not ready for publication.

1. Relationship to the Terms and Reader/Practitioner Agreement

This Refund Policy should be read together with the Terms and Conditions.

Where a Customer requests a Refund, these Terms and this Refund Policy govern the customer-facing review process.

Reader/Practitioner-side issues such as payout reversals, reserves, deductions, holds, negative balances, and Chargeback-related adjustments should be addressed in the Reader/Practitioner Agreement rather than in this customer-facing Refund Policy.

[LAWYER REVIEW REQUIRED] Counsel should confirm the final order of precedence among the Terms and Conditions, Refund Policy, and Reader/Practitioner Agreement.

2. General Refund Position

Unless otherwise required by applicable law, purchases made through the Platform are subject to the refund rules described in this Refund Policy, the Terms and Conditions, and any applicable processor or card-network rules.

[JASON DECISION REQUIRED] Confirm whether the final policy should be:

  • generally final-sale with limited exceptions;
  • case-by-case review based on stated criteria; or
  • a rule-based policy with specific refund categories.

[LAWYER REVIEW REQUIRED] Counsel should confirm the final refund posture for consistency with applicable Canadian and British Columbia consumer-law requirements.

3. Paid Sessions

When a Customer pays for a Session, the Company may consider factors such as:

  • whether the Session took place;
  • whether the Session was completed;
  • whether the Session was materially shortened;
  • whether there was a platform-side technical failure;
  • whether the Session materially differed from what was booked; and
  • whether a valid refund request was submitted within the required time.

A completed Session will generally be treated differently from a Session that never began, a Session that ended early because of a technical issue, or a Session that could not be delivered because of a confirmed Reader/Practitioner no-show.

[JASON DECISION REQUIRED] Confirm whether “materially different from what was booked” is a valid refund category and, if so, how it is defined.

4. Missed Sessions

If a Session is missed, the Company may review whether the missed Session resulted from a Reader/Practitioner no-show, a Customer no-show, a technical failure, or another documented operational issue.

Depending on the circumstances, the Company may offer rescheduling, partial credit, full credit, partial Refund, or full Refund.

[JASON DECISION REQUIRED] Confirm the waiting period, lateness threshold, and whether rescheduling or Refund is the default remedy in each scenario.

5. Technical Failures

If a Customer experiences a material technical failure that prevents meaningful access to a paid Session, the Company may review the matter for a Refund, Credit, or rescheduling remedy.

Examples may include:

  • failure to connect to the Session through the Platform;
  • repeated disconnection during the Session;
  • severe audio, video, or chat failure where the relevant channel is required for the Service;
  • billing for a Session that could not reasonably be used because of a platform-side issue; or
  • another documented failure that materially prevented service delivery.

The Company may request reasonable supporting information, such as the order or booking reference, approximate time of the issue, screenshots or error descriptions, and other information reasonably needed to investigate the issue.

[JASON DECISION REQUIRED] Confirm the threshold for a material technical failure and what evidence is reasonably required.

6. Reader/Practitioner No-Show

If a Reader/Practitioner fails to attend a booked Session or is materially unavailable without a valid platform-recognized reason, the Company may offer an appropriate remedy, including rescheduling, a Credit to the Customer’s Account, a Refund to the original payment method where approved, or another reasonable remedy.

Repeated no-show or availability issues may also be handled under the Reader/Practitioner Agreement.

7. Customer No-Show

If a Customer fails to attend, join, or meaningfully participate in a booked Session, the Company may treat the Session as a Customer no-show.

Depending on the final business rules, a Customer no-show may be non-refundable, eligible for partial Credit only, eligible for one-time rescheduling only, or reviewed for limited exceptions.

[JASON DECISION REQUIRED] Confirm:

  • the Customer no-show rule;
  • the lateness threshold;
  • any cancellation window;
  • whether emergency exceptions are allowed; and
  • whether partial Credits are permitted.

[LAWYER REVIEW REQUIRED] Counsel should review any rule that makes missed Sessions non-refundable or partially refundable.

8. Dissatisfaction With a Reading

The Company understands that Customers may occasionally be dissatisfied with a reading or Session. Dissatisfaction alone does not necessarily mean a Refund is owed.

When reviewing dissatisfaction-based requests, the Company may consider:

  • whether the Session occurred;
  • whether the Reader/Practitioner materially failed to provide the booked Service;
  • whether there was misconduct, non-participation, or a confirmed no-show;
  • whether there was a technical issue;
  • whether the complaint concerns service-delivery quality rather than disagreement with the substance of the reading; and
  • whether prior complaints or operational issues are relevant.

Because the Platform’s Services involve personal insight, spiritual guidance, and entertainment-oriented elements, the Company does not guarantee outcomes, agreement, resonance, or satisfaction with the substance of a reading.

[JASON DECISION REQUIRED] Confirm whether dissatisfaction alone can ever qualify for a Refund and, if so, under what standard.

9. Credits Versus Cash Refunds

Where the Company approves a remedy, it may provide that remedy as:

  • a Refund to the original payment method;
  • Credits for future use on the Platform;
  • rescheduling; or
  • another reasonable remedy.

The remedy offered may depend on the reason for the claim, whether the underlying payment has settled, processor limitations, whether the Customer previously accepted Credits or another remedy, and whether the issue relates to a completed Session, a no-show, a technical failure, or another circumstance.

[JASON DECISION REQUIRED] Confirm:

  • whether Credits are active in the business model;
  • when Credits may be used instead of cash refunds;
  • whether the Customer can choose between Credits and cash in any situation; and
  • whether some remedies are mandatory processor reversals instead of discretionary Credits.

10. Chargebacks

If a Customer believes a charge is incorrect, the Customer should contact support first where possible so the Company can review the matter.

If a Chargeback or other payment dispute is initiated, the Company may investigate the transaction, provide records to the processor or card network, suspend or limit Account access during review, cancel pending bookings or Services, and deny duplicate recovery if a Refund, Credit, or alternate remedy has already been provided.

Nothing in this Refund Policy limits the effect of applicable processor, issuer, or card-network rules.

[LAWYER REVIEW REQUIRED] Counsel should review the final Chargeback language, especially where Account suspension or duplicate-recovery rules are involved.

11. Fraud or Misuse

The Company may deny, restrict, or further review a request where it reasonably believes there is refund abuse, Chargeback abuse, repeated unsupported claims, payment fraud, Account misuse, false no-show allegations, unsupported technical-failure claims, or off-platform manipulation designed to evade Platform rules.

Where misuse or fraud is reasonably suspected, the Company may also suspend access to the Platform or take other action permitted under the Terms and applicable law.

[LAWYER REVIEW REQUIRED] Counsel should review the discretion and anti-abuse wording before publication.

12. Promotional Credits

If the Platform uses promotional Credits, those Credits may be limited to specific Services or periods, may have no cash value unless required by law, may expire if disclosed in advance, and may be non-transferable.

[JASON DECISION REQUIRED] Confirm whether promotional Credits are currently used and what restrictions apply.

13. Payment Processor Rules, Including CCBill Where Applicable

Refunds, reversals, disputes, and transaction timing may be affected by third-party payment processor rules, including CCBill where applicable, along with card-network and issuer requirements.

This means a processor may require evidence or timing limits, may reverse, deny, or delay a refund process, and may affect the timing of a Refund to a payment method. Not all remedies are controlled entirely by the Company.

[JASON DECISION REQUIRED] Confirm whether CCBill should be named explicitly and whether other processors should also be identified.

14. How to Request a Refund

To request review of a Refund, Credit, or related remedy, a Customer should contact the Company through the support contact or contact form specified by the Platform.

A request should include, where available:

  • the Customer’s name and contact email;
  • the order, booking, or Session reference number;
  • the date and approximate time of the issue;
  • the name or profile of the Reader/Practitioner, if relevant;
  • a description of the issue; and
  • any supporting information reasonably requested by the Company.

[JASON DECISION REQUIRED] Confirm the exact support intake path and whether the public support route is the contact form, support email, or both.

15. Time Limits

Refund or Credit requests should be submitted within a reasonable time after the event giving rise to the request.

[JASON DECISION REQUIRED] Confirm:

  • the request deadline after a Session;
  • the request deadline after a technical-failure event; and
  • whether different deadlines apply to billing errors versus dissatisfaction complaints.

[LAWYER REVIEW REQUIRED] Counsel should confirm the enforceability of any deadline and whether applicable law requires longer or different timelines.

16. Final Review Authority

Subject to applicable law and applicable processor rules, the Company may review Refund, Credit, and dispute requests on a case-by-case basis using the records available to it.

In conducting that review, the Company may consider booking records, Session logs, support correspondence, payment records, available technical records, complaint history, and any other information reasonably relevant to the issue.

The Company’s internal review process is not intended to limit any non-waivable statutory rights.

[LAWYER REVIEW REQUIRED] Counsel should review the final decision-authority wording, including how to preserve mandatory consumer rights.

17. Changes to This Refund Policy

The Company may update this Refund Policy from time to time by posting a revised version on the Platform, updating the effective date, or giving notice through the Account, Website, email, or other reasonable communication channels.

Changes will apply prospectively unless applicable law or the revised policy states otherwise.

18. Contact Information

Refund or billing-related questions may be directed to:

  • Email: [JASON DECISION REQUIRED: confirm billing or support email]
  • Contact form or support route: [JASON DECISION REQUIRED: confirm support route]
  • Mail: [JASON DECISION REQUIRED: confirm legal or billing notice address]

Internal review reminders before any publication

  • Confirm the overall refund posture.
  • Confirm whether Credits are active.
  • Confirm no-show and cancellation windows.
  • Confirm technical-failure thresholds.
  • Confirm whether dissatisfaction claims ever qualify for Refunds.
  • Confirm whether CCBill is active and should be named.
  • Confirm the support intake path and request deadlines.

No production changes applied.