Refund Eligibility
At Advice Lo, we believe in fairness and transparency in every aspect of our service, including our refund arrangements. Refunds are available in specific circumstances, each of which is described clearly in this policy. Our goal is to ensure that you feel secure in your investment and confident that your concerns will be handled with respect and fairness.
You may be eligible for a refund in the following circumstances: you cancel your consultation at least twenty-four (24) hours before the scheduled appointment; a session fails to occur due to a technical issue on our side; a payment was deducted twice in error; or our team determines, after reviewing your concerns, that the consultation genuinely did not meet the reasonable expectations set by our service description.
Eligibility is assessed on a case-by-case basis. We encourage open communication, and our team will always explain the reasoning behind any refund decision clearly and respectfully. Where a refund is not applicable, we will explore alternative forms of resolution, such as rescheduling or a complimentary follow-up session.
Our Approach
We approach every refund request with fairness and an open mind. Where an outcome is unclear, we give the client the benefit of the doubt and seek a resolution that honours both their experience and the value of our services.
Non Refundable Services
Certain services, by their nature, are considered non-refundable once they have been delivered or initiated. This is because the full value of these services is realised at the moment of their completion, and the preparation, time, and energy invested cannot be recovered once the service has been provided.
Non-refundable services include completed consultations of any format (chat, voice, or video), delivered written reports and readings, personalised astrological or numerological analyses that have been prepared and shared, virtual ceremony or ritual services that have been performed, and any digital products that have been digitally delivered and downloaded.
This policy does not affect your statutory rights under applicable consumer protection laws, nor does it prevent us from issuing a goodwill refund where we determine that it is appropriate and fair to do so. Every situation is reviewed individually, and we remain committed to finding a fair pathway forward.
Consultation Refund Rules
Our consultation refund rules are designed to balance the needs of our clients with the professional commitments of our practitioners. We kindly request a minimum of twenty-four (24) hours' notice if you need to cancel or reschedule your consultation.
Cancellations made twenty-four (24) hours or more before your scheduled appointment will receive a full refund of the amount paid. Cancellations made between twelve (12) and twenty-four (24) hours before the appointment will receive a fifty percent (50%) refund, reflecting the preparation time already invested by our practitioner.
Cancellations made less than twelve (12) hours before the scheduled appointment, or non-attendance without notice, are not eligible for a refund. However, we understand that emergencies and unexpected events occur, and we will always consider exceptional circumstances with empathy. Please contact our support team if you face an unusual situation.
24+ Hours Notice
Full refund of the amount paid, or reschedule at no additional cost.
12–24 Hours Notice
Fifty percent (50%) refund of the amount paid.
Under 12 Hours Notice
Refund not eligible, but exceptional circumstances are considered fairly.
No Show
Session considered completed. Refund not eligible. Exceptional cases reviewed individually.
Wallet Credits
In some circumstances, where a refund is not the most appropriate form of resolution, we may offer you a wallet credit of equal value to the amount paid. Wallet credits may be used toward future consultations, reports, or other eligible services offered by Advice Lo.
Wallet credits are issued to the email address associated with your booking and are automatically applied when you make a qualifying purchase. Unless otherwise stated, wallet credits remain valid for a period of twelve (12) months from the date of issue and may be used in full or in part across one or more purchases.
We may offer wallet credits at our discretion in situations such as partial dissatisfaction with a consultation, minor technical interruptions that did not prevent the session from proceeding, or as a gesture of goodwill where a client's circumstances merit flexibility. You are always welcome to request a direct refund instead where you qualify for one.
Failed Sessions
We understand how frustrating a technical difficulty can be, particularly when you are anticipating a meaningful consultation. If a session fails to connect or is interrupted due to a technical issue on our side — such as a platform failure, network disruption within our environment, or equipment malfunction — we will take immediate steps to resolve the matter.
Where a session cannot be completed due to a fault on our side, you will be offered the choice of a full replacement session at a mutually convenient time, or a full refund of the amount paid. Our priority is ensuring that you receive the guidance you invested in, and we will make every effort to accommodate your preference.
If a technical issue arises on your side — for example, an unstable internet connection, incompatible device, or environmental disruption — we will work with you to troubleshoot the issue where possible. If the session cannot proceed, we will offer to reschedule at a time when conditions are more favourable, or consider a partial refund depending on the circumstances.
Duplicate Payments
In the unlikely event that your payment is processed more than once due to a technical error, a browser issue, or a double-click while submitting, we will refund the duplicate amount in full as soon as the duplicate transaction is identified. We monitor transactions closely and may detect duplicates automatically.
If you notice that you have been charged twice for the same booking or service, please contact our support team as soon as possible. Include your transaction reference numbers and the email address associated with your booking, and we will verify the transactions promptly.
Once confirmed, duplicate payments will be refunded to the original payment method within our standard refund timeline. We take all payment-related errors seriously and will act with urgency to ensure your funds are returned without unnecessary delay.
Verification Process
To protect your security, we may ask you to confirm a few details associated with the payment before processing a duplicate transaction refund. This helps us ensure the funds are returned to the correct individual.
Refund Timeline
Once a refund has been approved, we initiate the refund process promptly. The time it takes for the refund to appear in your account depends on your payment method and the policies of your bank or payment provider.
As a general guide, refunds to credit or debit cards typically appear within five (5) to ten (10) business days from the date the refund is initiated. Refunds processed through digital wallets or online payment platforms are usually reflected within two (2) to five (5) business days. Bank transfers may take slightly longer depending on your financial institution.
If you have not received your refund within the expected timeframe, we encourage you to contact our support team. We will provide you with the transaction reference, the date of the refund, and any assistance needed to trace the payment with your bank or provider.
- Credit & Debit Cards: 5–10 business days.
- Digital Wallets: 2–5 business days.
- Bank Transfers: 5–10 business days (may vary by institution).
Contact Support
If you have any questions about this Refund Policy, believe you may be eligible for a refund, or require assistance with a payment-related matter, our dedicated support team is here to help you with care and professionalism.
When contacting us about a refund, please include your full name, the email address used for the booking, the date of the transaction, and a brief description of the issue. The more context you provide, the more quickly we can review and resolve your case.
