1. Overview

This Refund & Cancellation Policy outlines the terms governing cancellations, rescheduling, refunds, and disputes for services and products purchased through Soulvergence.

Soulvergence operates as a digital marketplace connecting Members with independent Practitioners. While we facilitate bookings and payments, each service is delivered independently by the Practitioner.

 

2. General Policy

All bookings made through Soulvergence are subject to:

• The Practitioner’s cancellation window

• The nature of the service booked

• Applicable South African consumer protection laws

Refund eligibility depends on the timing and circumstances of cancellation.

 

3. Service Bookings (Sessions)

3.1 Member-Initiated Cancellations

Refunds are determined based on the timing of cancellation:

• 24+ hours before session - 100% refund or reschedule option

• 12–24 hours before the session - 50% refund or one-time reschedule

• Less than 12 hours before the session - No refund

• No-show - No refund

Some Practitioners may apply stricter cancellation policies, which will be clearly stated in the service listing.

3.2 Rescheduling

Members may reschedule once without penalty if done within the allowed cancellation window.

Repeated rescheduling may result in forfeiture of payment.

3.3 Practitioner-Initiated Cancellations

If a Practitioner cancels:

• The Member may choose a full refund

• Or reschedule at no additional cost

If repeated cancellations occur, Soulvergence may review the Practitioner’s account.

 

4. Digital Services & Downloads

For:

• Recorded sessions

• Digital reports

• Astrology charts

• Downloadable content

Refunds are generally not available once content has been delivered, unless required by law.

 

5. Physical Products

For products purchased through the Soulvergence Shop:

• Items may be returned within 7 days of delivery

• Products must be unused and in original condition

• Shipping fees are non-refundable unless the item is defective

Defective or damaged items must be reported within 48 hours of delivery with photographic proof.

 

6. Dissatisfaction With a Session

Soulvergence acknowledges that spiritual services are interpretive in nature.

Refunds will not be granted solely because:

• A Member did not resonate with the guidance

• Outcomes did not meet expectations

• Predictions did not align with personal beliefs

However, if a Member believes a session violated platform standards (e.g., misconduct, discrimination, inappropriate conduct), they may submit a formal complaint.

Soulvergence will investigate and may issue refunds at its discretion.

 

7. Emergency Circumstances

In cases of verified emergency (medical emergency, bereavement, etc.), Soulvergence may offer flexibility at its discretion.

Documentation may be requested.

 

8. Platform Service Fees

Certain transactions may include a non-refundable platform service fee.

This fee covers:

• Payment processing

• Booking facilitation

• Administrative costs

These fees may be deducted from refunds where applicable.

 

9. Chargebacks & Payment Disputes

If a Member initiates a chargeback without contacting Soulvergence first:

• Their account may be temporarily suspended

• Future bookings may be restricted

We encourage Members to contact support first to resolve disputes amicably.

 

10. Refund Processing Time

Approved refunds will be processed within:

• 5–10 business days

Processing time depends on your bank or payment provider.

 

11. Legal Compliance

This policy operates in accordance with:

• The Consumer Protection Act (CPA)

• The Electronic Communications and Transactions Act (ECTA)

• Other applicable South African laws

Where legislation provides stronger consumer protections, those rights will prevail.

 

12. How to Request a Refund

To request a cancellation or refund, contact:

support@thesoulvergence.com

Include:

• Full name

• Booking reference

• Service date

• Reason for request