1. Purpose of This Policy
This Refund Policy explains how Asterism Astro handles cancellations, rescheduling requests, refunds, missed appointments, and situations where a consultation cannot be completed. Because consultation time is reserved for an individual client, cancellation timing can affect the options available.
2. Review Before Payment
Before purchasing a consultation, please review the service description, duration, price, and general scope. If you are unsure whether a particular service is appropriate for your question, contact us before making payment so that we can clarify the available options.
3. Cancelling Before an Appointment
If you need to cancel a consultation, please contact us as soon as you know that you cannot attend. Requests made well before the scheduled time provide the greatest opportunity to reschedule the appointment or offer the place to another client.
4. Rescheduling
Where reasonably possible, we prefer to reschedule rather than cancel a consultation. A new appointment is subject to availability and should normally be requested before the original appointment time. Repeated rescheduling requests may require individual review.
5. Refunds Before Service Delivery
Where a refund is approved before the consultation has taken place, the amount will normally be returned through the original payment method where practical. The time required for the money to appear in your account may depend on the bank, card issuer, payment provider, or international transfer system.
6. Payment Provider Charges
Some payment providers may charge transaction, currency-conversion, or processing fees. Whether those charges can be recovered depends on the provider's rules and the circumstances of the transaction. Where a provider retains a non-refundable fee, the amount returned may be affected accordingly.
7. Missed Appointments
If a client does not attend a scheduled appointment and does not contact us within a reasonable period, the reserved consultation time may be treated as forfeited. We understand that emergencies can occur and may consider genuine exceptional circumstances individually.
8. Late Cancellation
A cancellation shortly before the scheduled appointment can prevent the reserved time from being offered to another client. Depending on the circumstances, we may therefore offer rescheduling rather than a full refund. Any decision will take into account the notice provided and whether the service time has already been materially reserved or used.
9. Completed Consultations
Once a consultation has been substantially delivered, the fee is generally non-refundable. This is because the professional time has been reserved and the requested service has already been provided. Follow-up clarification that falls within the agreed scope does not normally constitute a new consultation.
10. Technical Problems on Our Side
If a technical problem, scheduling error, or other issue on our side prevents a consultation from being reasonably completed, we will first attempt to reschedule the session. If rescheduling is not practical, we may provide an appropriate refund or alternative resolution.
11. Technical Problems on the Client Side
If a client is unable to participate because of their own internet connection, device, software, or other local technical issue, we will try to help where practical. Whether a refund or rescheduling option is available will depend on the circumstances and the amount of service already delivered.
12. Exceptional Circumstances
We recognise that illness, emergencies, bereavement, travel disruption, or other serious unexpected events can occur. Exceptional cases may be reviewed individually. Please contact us promptly and explain the situation rather than assuming that the standard outcome automatically applies.
13. Duplicate or Incorrect Payments
If you believe you have accidentally paid twice or paid the incorrect amount, contact us with the transaction information. We will review the payment and, where appropriate, arrange a correction or refund.
14. Refund Processing
Once a refund is approved, processing is normally initiated as soon as reasonably practical. The final time for receipt is controlled partly by the payment provider and financial institution and may be longer for international transactions.
15. How to Request a Refund
Refund requests should be sent through the Contact page and should include your name, booking or transaction reference where available, the consultation date, the payment method, and a brief explanation of the request. This helps us locate the relevant booking and respond accurately.
16. Final Review
If you believe a refund decision does not properly reflect the circumstances, you may contact us again with additional information. We aim to review genuine concerns fairly and consistently.
17. Changes to This Policy
This policy may be updated as our booking process, payment providers, or services change. The policy applicable to a booking will generally be the version communicated or published at the time of that booking.