Refund Policy

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1. Introduction

At The Chosen-Sign Reading (operated by Soltan Enterprises Limited, trading as Evelyn Williams), we are committed to providing a thoughtful, personal experience. This Refund Policy outlines our procedures regarding refunds for our readings and any related products, including any applicable exceptions and your rights as a consumer.

The Chosen-Sign Reading is a digital product: a personalized reading prepared individually from the birth details and personal question you provide, then delivered to you by email. This policy applies to all purchases made through our Website. If you have any questions about this policy or the reading before purchasing, please contact us at [email protected].

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2. The Chosen-Sign Reading — 7-Day Money-Back Guarantee

Your Chosen-Sign Reading comes with a 7-day money-back guarantee from the date of purchase.

The guarantee is fully non-conditional. If your reading doesn’t feel like you, or you’re not satisfied for any reason, simply request a refund within 7 days of purchase. There is no call to book, no form to complete, and no eligibility checklist to satisfy — the only requirement is that you request your refund within the 7-day window.

How to Request a Refund

To request a refund for your Chosen-Sign Reading:

• Send an email to [email protected] with the subject line “Chosen-Sign Reading — Refund Request”.
• Include your order number and the email address used for purchase.
• If you’d like, tell us briefly why you’re requesting a refund — this helps us improve, but it is entirely optional and is never required for your refund to be processed.

That’s it. We will not ask you to schedule a call or jump through any additional steps.

Right to Refuse Genuinely Abusive Requests

To protect honest customers and the integrity of this guarantee, we reserve the right to refuse a refund in rare cases of genuine bad faith — for example, chargeback fraud, redistribution or resale of your reading, or serial refund abuse. This narrow exception exists only to deter abuse and adds no hoops for honest customers requesting a refund in good faith.

Please note: Payment processor fees charged to us by Stripe, PayPal, or other payment providers are non-refundable. These fees will be deducted from your refund amount, meaning you will receive the original purchase price minus any third-party transaction fees. We will clearly communicate the final refund amount before processing.

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3. Add-Ons & Other Products Are Non-Refundable

The 7-day guarantee in Section 2 covers your reading purchase. Any add-ons, upgrades, order bumps, or one-time offers (such as Priority Delivery) purchased alongside or after your order are final and non-refundable once the expedited service has been provided or the additional item has been delivered.

3.1 Why We Maintain This Policy

Where an add-on such as Priority Delivery is provided, the service has already been performed on your behalf and cannot be “returned.” Digital items, once delivered, can be copied or retained and represent intellectual property with immediate value upon delivery.

3.2 Before You Purchase

We encourage all customers to take the following steps before adding any upgrade or add-on:

• Carefully review the product description, features, and any preview materials.
• Contact our team at [email protected] with any questions.
• Ensure the upgrade or add-on meets your specific needs.
• Review this Refund Policy in full so you understand your rights.

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4. Exceptions

While add-ons and other products are non-refundable, we recognise that exceptional circumstances may arise. You may be eligible for a refund or credit in the following situations:

Delivery issues: If you did not receive your reading due to a verifiable technical issue on our end that we are unable to resolve within a reasonable timeframe.

Material misrepresentation: If the reading is materially different from what was described on its product listing or sales page.

Duplicate charge: If you were accidentally charged more than once for the same order.

Legal requirement: If applicable consumer protection law in your jurisdiction requires that a refund be offered.

In these cases, please contact us at [email protected] within 7 days of purchase with documentation of the issue (screenshots, error messages, etc.). We will review your request and respond within 5 business days.

Payment processor fees: Where a refund is granted under any exception, payment processor fees charged to us by third-party providers (e.g., Stripe, PayPal) are non-refundable and will be deducted from the refund amount.

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5. Subscription and Recurring Payment Products

The Chosen-Sign Reading is a one-time purchase and is not a subscription. If we introduce any subscription-based product or service in the future, the following terms will apply:

• You may cancel your subscription at any time by contacting us at [email protected] or through your account settings.
• Cancellation will take effect at the end of your current billing period. You will retain access until the end of that period.
• We do not offer refunds for partial billing periods. If you cancel mid-cycle, you will not receive a prorated refund for the remaining days.
• If you believe you were charged after cancelling, please contact us immediately with your cancellation confirmation and we will investigate.

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6. Notice for EU/EEA Consumers

If you are located in the European Economic Area (EEA), United Kingdom, or Switzerland, you have the right to withdraw from a purchase of digital content within 14 days of the date of purchase under the Consumer Rights Directive (2011/83/EU), unless you have given your explicit prior consent to begin preparation and delivery and acknowledged that you lose your right of withdrawal once preparation has begun.

At checkout, we will ask you to expressly consent to us beginning preparation of your personalized reading immediately and to acknowledge that this means you waive your 14-day right of withdrawal. If you do not provide this consent, preparation of your reading will not begin until the 14-day withdrawal period has expired.

If you did not provide explicit consent at checkout and wish to exercise your right of withdrawal within 14 days, please contact us at [email protected]. We will process your withdrawal request in accordance with applicable law.

Important: This section reflects our commitment to complying with EU consumer protection law. Where your local consumer rights provide greater protections than this Refund Policy, your local rights will prevail.

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7. How Refunds Are Processed

When a refund is approved, the following terms apply:

Refund method: All refunds are issued to the original payment method used at the time of purchase. We do not issue refunds to alternative payment methods, bank accounts, or third-party accounts.

Refund currency: Refunds are processed in the same currency as the original transaction. If your bank converts the currency, any differences due to exchange rate fluctuations are not our responsibility.

Processing time: We aim to process all approved refunds within 5–7 business days of approval. However, the time it takes for the refund to appear in your account depends on your payment provider or bank, which may take an additional 5–10 business days.

Payment processor fees: Third-party payment processor fees (charged to us by Stripe, PayPal, or other providers) are non-refundable. These fees will be deducted from your refund amount. For example, if your purchase was $19 and the payment processor fee was $0.85, your refund would be $18.15. We will communicate the exact refund amount to you before processing.

Confirmation: You will receive an email confirmation once your refund has been processed, including the final amount refunded after any applicable fee deductions.

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8. Digital Delivery

Your Chosen-Sign Reading is prepared individually and delivered to you by email, typically within 24 hours of purchase (or within 3 hours if you select Priority Delivery at checkout). Delivery is made through one or more of the following methods:

• Email delivery of your reading
• A direct access link sent to your email
• Access to a member portal or hosted document

By proceeding with your purchase, you acknowledge that you understand this is a digital product prepared for you and delivered electronically, and that it cannot be physically returned once delivered.

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9. Dispute Resolution

We strongly encourage you to contact us first at [email protected] before initiating a chargeback or payment dispute with your bank or payment provider. We are committed to resolving issues fairly and promptly — and with our non-conditional 7-day guarantee, an honest refund is usually faster than a dispute.

Filing a chargeback or payment dispute without first contacting us may result in:

• Delays in resolving your issue, as the dispute process can take 30–90 days.
• Suspension of your account and access to any digital products during the dispute period.
• Additional fees charged by payment processors, which may be passed on to you if the dispute is resolved in our favour.

If you have contacted us and are not satisfied with our resolution, you are of course free to pursue your rights through your payment provider, your local consumer protection authority, or any other legal avenue available to you.

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10. Contact Information

If you have questions about the reading before purchasing, need to request a refund, or need to discuss an exceptional situation, please contact us:

We aim to respond to all enquiries within 2 business days.

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11. Legal Notice

This Refund Policy is governed by the laws of Hong Kong SAR, China. This policy is in accordance with applicable consumer protection laws, including specific exemptions for digital products and intellectual property recognised in many jurisdictions.

By making a purchase from The Chosen-Sign Reading, you acknowledge that you have read, understood, and agreed to this Refund Policy. This Refund Policy forms part of our Terms of Service.

Where this Refund Policy conflicts with mandatory consumer protection laws in your jurisdiction, the mandatory provisions of your local law will prevail.