Refund Policy | Soul Tuning

Soul Tuning Refund & Cancellation Policy

Business name: Soul Tuning
Email: tina@soultuning.studio
Cardiff, Wales
Time zone: UK time (Europe/London)

Applies to: 1:1 sessions (e.g., Sound Healing, Energy Healing, EFT), classes/workshops, gift vouchers, digital products (e.g., recordings), and multi‑session packages purchased via this website.

This policy explains when you can cancel or receive a refund, and how to request one. It does not affect your statutory rights.

1) Contact & Scope

Who this policy covers: Consumers purchasing services or digital products from Soul Tuning online or by phone.
How to reach us: tina@soultuning.studio

2) Sessions (In‑Person & Online)

Rescheduling

You may reschedule free of charge 48 hours or more before your appointment.
Rescheduling between 24 and 48 hours before your appointment: a 50% fee may apply.
Rescheduling less than 24 hours before or no‑show: the full session fee is charged.

Cancellations

Cancel 48 hours or more before: full refund to your original payment method.
Cancel between 24 and 48 hours before: 50% refund.
Cancel less than 24 hours before or no‑show: no refund.
Late arrival: sessions end at the scheduled time. Arrivals 15 minutes or more late may be treated as a no‑show at the practitioner’s discretion.

Illness & Emergencies

If you are unwell or face an emergency, please email as soon as possible. At our discretion, we may offer a one‑time courtesy waiver per calendar year or convert your booking to a credit.

Practitioner Cancellations

If we must cancel, you can reschedule or receive a full refund of the session fee. Reasonable travel/ancillary costs are not reimbursed.

3) Classes, Workshops & Events

Tickets are transferable to another person if you email us at least 24 hours before the start time (unless the event page states a different timeframe).
Unless stated otherwise on the event page, cancellations follow the same time windows as in Section 2.
If the event is cancelled, you may reschedule, receive a credit, or get a full refund of the ticket price.

4) Packages / Multi‑Session Bundles

Cooling‑off: See Section 7 for distance‑purchase rules.
Refunds (unused): Full refund within 14 days of purchase if no sessions have been used.
Refunds (part‑used): Pro‑rata refunds are calculated at the standard single‑session rate for sessions already used, minus any package discount applied. The remaining balance is refunded.
Expiry: Unless stated otherwise, packages expire 12 months from purchase.
Transfer: Packages are not transferable unless we agree in writing.

5) Gift Vouchers

Valid for 6 months from purchase unless otherwise stated.
Non‑refundable and not exchangeable for cash.
Lost or stolen vouchers cannot be replaced.
Where a statutory right to a refund applies, we will comply with that right.

6) Digital Products (Downloads/Streams)

If you have not started a download or stream, you can cancel within 14 days of purchase for a full refund.
If you choose immediate access at checkout, you will be asked to consent and acknowledge that once the download or stream starts, you may lose the 14‑day cancellation right.
How we verify non‑use: We check platform logs (for example, download counts, timestamps, streaming starts).
Faulty or not as described: contact us for a repair/replacement, or a refund if we cannot remedy the issue.

7) UK/EU Consumer Information (Distance Purchases)

If you buy as a consumer online or by phone, you may have a 14‑day cooling‑off period from the day after purchase (or receipt, for physical goods — we do not currently sell physical goods). For services:

If you ask us to begin the service within 14 days, you acknowledge you may lose your right to cancel once the service is fully performed.
If you cancel after work has begun but within the 14‑day period, we may deduct a proportionate amount for the service already provided.
We will always honour any non‑excludable statutory rights you have.

Note: Specific rules and exceptions can apply (e.g., dated events, personalised items). This section is informational and not legal advice.

8) How to Request a Refund or Change a Booking

Email tina@soultuning.studio with your order/booking ID, full name, date & time of the session/event, and your request (cancel, reschedule, refund).
We will confirm eligibility under this policy and provide next steps.
If approved, we will process the refund to your original payment method.

9) Refund Method & Timing

Approved refunds are issued to your original payment method.
Please allow 5–10 business days for your bank/card provider to process funds (timing varies by provider).
If you haven’t received a refund after our confirmation, first contact your bank/card issuer; then email us if still unresolved.

10) Fair Use & Abuse Prevention

We may refuse refunds or service in cases of suspected fraud, abuse, repeated last‑minute cancellations, or no‑shows that materially affect our ability to operate.

11) Safeguarding & Wellbeing (EFT and Related Services)

Scope & limits: EFT, energy work, and sound healing are complementary wellbeing services and not a substitute for medical or mental‑health diagnosis or treatment. We do not offer medical advice.
Eligibility: Sessions are for adults (18+). Work with minors requires written consent from a parent/guardian and their presence unless agreed otherwise in writing.
Crisis & contraindications: We are not a crisis service. If you are in crisis, have thoughts of self‑harm, or have an acute psychiatric condition, contact your local emergency number immediately (for example 112 in the EU, 999 in the UK, 911 in the US/Canada), or a crisis helpline such as 988 (US Suicide & Crisis Lifeline), 116 123 (Samaritans UK & ROI), 13 11 14 (Lifeline Australia), or 1737 (New Zealand — Need to talk?). We may decline or defer sessions and signpost to appropriate services.
Boundaries & respect: We maintain professional boundaries and a safe, non‑discriminatory environment. Any behaviour that compromises safety may result in session termination without refund.
Confidentiality: We keep information private except where we have a safeguarding or legal duty to disclose (for example, risk of harm to self/others or court order).

12) Changes to This Policy

We may update this policy from time to time. The version and “Last updated” date will be reflected at the top of this page. Material changes will apply prospectively from the update date.