Services that happen at a time
When you pay for a session, a workshop, or a live call, you are buying access to a period that we block on our side. Cancellations have to be in writing, using the contact email, with enough time for us to offer the time to another person or to reconfigure the day. A general line is 48 hours before the listed start, but your confirmation email is the one that can tighten or ease that if we agreed something different at checkout. A refund, when it is available, is usually to the same card or same payment channel you used, minus any payment processor fee we cannot get back, and a small office fee that we will state in the same currency before you see the final number. We do not sell empty seats, so a late call might mean a credit toward a new date only, not cash back, in line with the terms that applied when you paid.
Digital access and files
Access to a recording, a download, a password, or a link may be limited in time, in number of devices, or in geography, as the order page will say. Once a file is delivered and you can open it, a refund is usually not available, except where a consumer rule in your country still requires a short withdrawal window. If a link fails in the first 48 hours through our fault, we will repair the link or find another fair fix at no extra charge, before we talk about money. Please store copies you are allowed to keep, because a hosting move may break an old path later.
Physical goods and shipping
We describe materials, size, and care on the product page. You may return an unused item, with tags and packaging, within 14 days after the carrier’s delivery scan, for a refund of the product price, unless the page said “final,” “perishable,” or “made to your measure.” You pay the return post unless the item was wrong, damaged, or not what you bought; in that case, send a short message with photos within 7 days and we will tell you a prepaid path if we can offer one, or a refund of reasonable outgoing postage. Eco labels on a box come from the maker; the studio only repeats that text as we receive it, without adding a separate product claim in this note.
Exchange and store credit
We may, but are not required to, offer a swap to another class date or a store credit in place of a refund when a refund would leave us with an odd gap and you are willing to help us use the hour well. A credit is often valid for 12 months from issue and is not the same as cash, though we will say so in the email you get when a credit is created.
Time to process a refund in practice
When an amount is going back to a card, the bank and the network still need a few business days. We will mark the return in our system when we have approved it, and you should see a completed credit within about two weeks, though heavy holiday mail can add time. A refund email that leaves our desk does not control how quickly your own bank shows the line, and we are not the party that can speed the internal checks your institution runs.
Privacy, taxes, and proof
We need to keep a minimal order record, as told in the privacy policy, to stop fraud, to answer a tax question, and to show that we treated similar orders in a similar way. If a government asks for information we hold about a transaction, we will share only what we are allowed and required to share, and we will use your address as it appears on the order, unless you update us in writing.
Questions in plain words
If a sentence here does not match what you read at checkout, start from the order page and then write to the email in the first box, with a calm subject. We are a small team, so a clear, numbered list in your first message can shorten the time to an answer, and a screenshot of a confirmation page is often helpful, without your full card number in view.