This policy explains when refunds apply, how to request one, and what happens after a refund. It distinguishes the statutory cancellation rights you may have as a consumer from the goodwill refunds we offer beyond what the law requires.

1. Who this applies to

This policy applies to purchases made from The Spiritual Agency (UK), the contracting party for services delivered at spiritual.agency. Purchases from The Spiritual Agency LLC (Delaware) are covered by a separate refund notice on the relevant US-side websites.

We process most payments through merchants of record (Lemon Squeezy LLC, Polar Software, Inc.). Refund decisions are ours; the mechanics of issuing the refund are handled by the merchant of record. You receive the refund through the same payment method you used to pay.

2. Statutory cancellation rights

If you are a consumer in the United Kingdom or the European Economic Area, you have a statutory right to cancel a distance-sold contract within 14 days, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (in the UK) or equivalent national law (in the EEA).

The 14-day cancellation window starts from the day after the contract was concluded (for services and digital content delivered without delay) or the day after delivery (for goods).

Important carve-out for digital content and services: under regulation 37(1)(a) of the UK regulations, you lose the statutory cancellation right for digital content (one-off downloads, instant-access purchases) once we begin providing the content with your express consent and acknowledgement that the right will be lost. Most of our digital products require this consent before access is granted, and the consent is recorded at checkout. For services, the cancellation right continues during the 14-day window even after you begin using the service, but you may be charged for the portion of the service supplied up to the point you cancel.

To exercise your statutory cancellation right, email support@spiritual.agency with: your name, the order number or product name, and a clear statement that you wish to cancel. We confirm receipt and issue the refund within 14 days of receiving the cancellation notice.

3. Goodwill refunds beyond the statutory window

Beyond the statutory window, we offer goodwill refunds in the situations below. These are at our discretion, but our practice is to be generous where the request is reasonable.

3.1 First subscription cycle

For new customers on a monthly or annual subscription, we offer a full refund within 30 days of the first payment if the service hasn’t met your needs. This applies once per customer per service. Request via support@spiritual.agency.

3.2 Service failures

If a service has been materially unavailable or has failed to function as documented, we will issue a credit or refund proportional to the disruption. Tell us what happened at support@spiritual.agency and we will work out the remedy with you.

3.3 Annual subscriptions you no longer need

For annual subscriptions, we will refund the unused portion if you cancel partway through the year for reasons we judge reasonable (life change, business closure, the service no longer fits your work). Routine “I changed my mind” requests outside the first 30 days typically receive a credit rather than a refund.

3.4 Lifetime deals and one-off purchases

Lifetime deals and one-off perpetual licences are non-refundable beyond the statutory window. If a lifetime deal product is discontinued before you have had reasonable use of it, we will offer an equivalent product or a pro-rated refund.

4. What is not refundable

We do not offer refunds for:

• Domain registrations and renewals (these are non-refundable at the registrar level)
• Third-party services purchased through us where the third party does not permit refunds
• Used-up consumable allowances (email sends, SMS messages, API calls, processing credits, etc.) once they have been consumed
• Custom development, consulting, or design work that has been completed, except where the work has not met agreed specifications
• Membership tier downgrades partway through a billing cycle (the tier continues at the higher level until the cycle ends, then renews at the new tier)

5. How to request a refund

Email support@spiritual.agency with: your name, the order number or product name, the payment date, and the reason for the request. If the request relates to a service failure, please describe what happened.

We respond within five working days. If we approve the refund, we process it through the merchant of record (Lemon Squeezy or Polar, depending on the original purchase) within five further working days. The refund typically appears in your account within 5-10 working days after we issue it, depending on your payment provider.

6. What happens after a refund

Refunding a subscription cancels future renewals. If you had access to a service or piece of content as part of the subscription, that access is removed at the point of refund. Where access removal would lose your data, we give you a reasonable window to export it first.

A refund does not erase the underlying record of the transaction; we keep accounting records for the period the law requires (typically six years for UK tax purposes). The Privacy Policy describes this in more detail.

7. Disputes

If you disagree with a refund decision, the Terms and Conditions describe the route for raising it: email legal@spiritual.agency and we work to resolve it informally before any formal action.

If you are a UK consumer and we cannot resolve the dispute, you have the right to use the alternative dispute resolution route under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. The trader of record is The Spiritual Agency. We have not appointed a specific ADR provider; the appropriate route depends on the type of service.

8. Changes to this policy

We may update this policy from time to time. The “last updated” date at the top reflects the most recent change. Changes are not retroactive; a refund request is assessed against the policy in force at the time of the purchase being refunded.

9. Contact

To request a refund: support@spiritual.agency. For disputes about refund decisions: legal@spiritual.agency.