Refund Policy

1. Readings and one-off sessions

1.1 Before the session

If you need to cancel or reschedule a booked reading, please contact us at least 24 hours before your scheduled time. We will issue a full refund to your original payment method within 5–10 business days, or rebook you at no additional cost — your choice.

1.2 After the session

Once a reading has been delivered, it is a completed personal service and is generally non-refundable. This aligns with the UK Consumer Contracts Regulations 2013 (Regulation 28), which excludes refund rights for services fully performed with the consumer's prior consent.

However, if you believe the session was not delivered as described, contact us within 7 days of delivery at hello@soulgno.com. We will review each case fairly and may offer a partial credit, rebooking, or refund at our discretion.

1.3 No-shows

If you do not attend a booked session without prior notice, the session fee is non-refundable. If there were exceptional circumstances, contact us — we will consider each situation on its merits.

2. Reports and written deliverables

2.1 Before work begins

If you have purchased a written report (Kairos Professional Report, Sovereign Director Report, or similar) and work has not yet commenced, you are entitled to a full refund. Contact us within 48 hours of payment.

2.2 After delivery

Once a written report has been delivered, it is non-refundable as digital content specifically produced for you (UK Consumer Contracts Regulations 2013, Regulation 13 — bespoke digital content).

If you believe the report contained a material error or did not match the agreed brief, contact us within 14 days of delivery. We will correct any errors at no cost.

3. App subscriptions (Clear and Sovereign Encoder)

3.1 Trial period

Where a free trial is offered, you will not be charged until the trial ends. You may cancel before the trial ends without any charge.

3.2 Monthly subscriptions

You may cancel your subscription at any time via your account settings or the Stripe billing portal. Cancellation takes effect at the end of your current billing period — you retain access until then. We do not issue prorated refunds for the unused portion of a billing period.

3.3 Within 14 days of first subscription

Under the UK Consumer Contracts Regulations 2013, you have a statutory right to cancel a subscription within 14 days of your first purchase (the "cooling-off period"), unless you have actively used the service and waived this right by checking the relevant box during checkout.

If you have not used the platform during the 14-day cooling-off period, contact hello@soulgno.com and we will issue a full refund.

3.4 Exceptional circumstances

If a technical failure on our side prevented you from accessing a paid feature for a substantial portion of your billing period, contact us. We will assess and may issue a prorated credit or refund.

4. Signal Engine retainers

Retainer agreements are governed by the individual contract issued at the start of the engagement. As a general principle:

• Month 1 is billed upfront. If you cancel within the first 7 days before any deliverable is produced, you are entitled to a full refund.
• Once deliverables for a month have been produced or begun, that month's fee is earned and non-refundable.
• You may cancel an ongoing retainer with 30 days' written notice. No charges apply for periods after the notice period expires.

5. How to request a refund

To request a refund or raise a concern:

1. Email hello@soulgno.com with the subject line "Refund Request — [your name]"
2. Include your booking or payment reference number
3. Briefly describe the issue

We will acknowledge your request within 1 business day and aim to resolve it within 5 business days. Approved refunds are returned to your original payment method via Stripe and typically appear within 5–10 business days depending on your bank.

6. Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law. If you are unsatisfied with our response, you may contact the Citizens Advice consumer helpline or the Competition and Markets Authority (CMA) for further guidance.

7. Governing law

This policy is governed by the laws of England and Wales and is compliant with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

8. Contact

For refund queries: hello@soulgno.com
For legal queries: legal@soulgno.com