Refunds
When we refund, and when we don’t.
Binding as of April 2026
Position
Séance is a one-time purchase of a thing that cannot be ungiven. A reading is generated, sealed, and delivered; once delivered, it is the artifact you came for. The default is no refund after delivery. Exceptions exist, are named below, and are the only exceptions.
A money-back guarantee on reading quality would collapse the premise that the reading says something specific enough to risk being unwanted. This policy is written to hold that premise.
Cases
1. Generation failure before delivery
If the reading pipeline fails to produce a complete reading, you are not charged, or are automatically refunded in full within 5–10 business days via Stripe. “Failure” means: pipeline exception, incomplete output, corrupted PDF, missing link, or any state in which the sealed artifact did not reach your room. Automated detection fires the refund; no support contact is required.
2. Partial or corrupted delivery
If the reading generated but the artifact is incomplete (truncated text, failed PDF, broken link, missing dimensions), full refund on request to support@petals.app. No questions asked within fourteen days of purchase. Support verifies the artifact against our canonical record and refunds without negotiation.
3. Technical issue attributable to séance
Duplicate charge, wrong reading delivered to the wrong account, account mix-up, authentication failure after delivery — any case where you received something other than what you paid for. Full refund on support contact. No time limit; if discovered a year later, still refunded.
4. “The reading was wrong about me”
séance explicitly invites testing: you will find the sentence that does not fit; that one is the test.This policy holds a narrow door open for readers who report the reading was fundamentally wrong — not “I didn’t like it” or “it was uncomfortable,” but a specific claim that the reading’s core observations miss. Reviewed case-by-case within seven business days of support contact. Default disposition is no refund; exception granted when you articulate specifically what was wrong. This is not an open door and will not become one.
5. “I didn’t like my reading”
The reading said something true enough to be uncomfortable is not a refund case. The reading said something you disagree with is not a refund case (see case 4 for the narrow exception). séance does not compete on emotional comfort; refunding on dissatisfaction would collapse the product.
6. Chargebacks
Chargebacks filed without prior support contact are contested with the sealed artifact, the delivery timestamp, and the generation logs. Chargebacks are not a refund path. Users who initiate a chargeback without contacting support forfeit case 4’s narrow door.
7. EU / consumer-protection jurisdictions
Under the EU Consumer Rights Directive Article 16(m), digital content purchases are refundable within fourteen days unless the buyer gives prior express consent to immediate delivery and acknowledges loss of the right of withdrawal. séance checkout includes that waiver explicitly; the checkbox is required to proceed. Readers who check it are bound by cases 1–6 above. The same pattern covers Croatia (ZZP Article 79) and the UK (Consumer Contracts Regulations 2013, Regulation 37).
Operational commitments
- support@petals.app is read within 48 hours on business days (Mon–Fri, Central European Time).
- Refund decisions on cases 2–4 are made within seven business days of your support request.
- Refunds are processed via Stripe within 5–10 business days of the decision.
- Automated refunds (case 1) fire within hours of detected failure, not business days.
What this policy deliberately does not promise
- No money-back guarantee for reading quality.
- No cooling-off period for readers who have received the reading (the EU waiver removes the statutory window).
- No automated self-service refund button in the product.
- No refund for the experience of the reading being difficult, uncomfortable, or confronting.
Contact
Questions or refund requests: support@petals.app.