Refunds and cancellation

The short version

One reading, one payment, no subscription. You ask us at checkout to start work straight away. Until the reading is delivered you can cancel and pay only for work done; once it is delivered, the service is complete. If we fall short, we put it right or refund you.

What happens in each situation

• You cancel before we have started work: full refund.
• You cancel after we have started but before delivery: refund minus a proportionate amount for the work done, based on how far your reading had progressed when you told us. We tell you the amount before refunding.
• Your reading has already been delivered: the service has been fully performed and the cancellation right has ended. If the reading is not what was described, or was not prepared with reasonable care and skill, your statutory rights still apply: contact us and we will repeat the work or refund in part or in full.
• You paid twice for the same reading by mistake: the duplicate is refunded in full, no questions asked.
• A technical failure on our side stopped your reading being prepared or delivered: you choose between a completed reading as soon as we can, or a full refund.
• We missed the delivery window (3 days Standard, 24 hours Priority): if you chose Priority we refund the Priority difference at least; if any reading is more than 3 days late you may cancel for a full refund instead.
• The PDF is corrupted, cannot be opened, or is materially defective: we replace it; if we cannot, full refund.
• You raise a chargeback with your bank: we ask you to contact us first, since we refund valid claims directly and faster. Where a chargeback is opened, we respond to the bank with the order record.
• Anything else: we can also refund at our discretion where that is the fair thing to do. Asking never costs anything.

How to cancel or ask for a refund

Email support@cosmicpillars.com, or use the Support page. Give your order reference (it starts with MR_ and is in your confirmation email), the email address you ordered with, and what you would like us to do. You do not need to use any particular words: any clear statement that you want to cancel is enough. If you prefer a form, the Cancel page carries the model cancellation form; using it is optional. Refunds go back to the card or method you paid with, without undue delay and in any event within 14 days of the day we are told of your decision to cancel, or of agreeing any other refund.

If you have not yet received a confirmation email, tell us the approximate time of payment and the amount instead.

Your statutory rights

Nothing on this page limits the rights you have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or the consumer law of the country where you live where it gives you more.