1. What this policy covers
It covers paid items: workbooks, PDFs, self-paced program access, a bundle of pre-recorded audio we might sell, a fixed number of pre-paid “office hours” style blocks, and similar items where we are the party named on the card statement. It also covers the rare case where a bank shows two identical authorisations in error. It does not cover: free handouts, pro bono materials, a gift someone else paid for, or a ticket to a third-party retreat where a different business issued the contract.
2. Digital products and the cooling-off layer
Many places give consumers a short period to back out of a distance contract for something they have not unsealed, so to speak. A purely digital file is not physically sealed, so the law in your area may treat “delivery” the moment a download link works or a cloud folder unlocks. If you can show that, during the window your statute creates, you did not use more than a clearly labelled preview, we will compare your situation to the exact rule text, then offer a full refund, a partial amount that leaves us with a fair fee for the part you actually opened, or a credit, matching what that rule requires. If the law is silent, we will still be reasonable when the product is defective or mis-described, which is a different line of thinking from “I changed my mind” after a full download of every module in the first hour.
We consider “preview” to mean
Any unit clearly named as a sample in the product description, at the length that sample was advertised, not a hidden dump of the entire archive under another label.
We consider “defective” to mean
Files that will not open in current mainstream software after we have tried a format conversion, or a written promise in the product page that a resource exists when it was never there.
3. Duplicate charges, failed files, and obvious mistakes
If your card shows the same amount twice in a row, send us both authorisation times and the last four digits the processor displays. We will void or refund the duplicate to the same instrument when the processor allows it; sometimes a bank will show “pending, pending, posted” in a way that scares a buyer even though the second pending drops—your statement after three to five business days is the ground truth, but we can still look at the gateway log with you on a call if that helps. If a download never starts despite you trying two browsers, clearing cache, and following our first-line checklist in the email, we re-issue, convert to another file type, or refund if nothing works, your choice, unless we are waiting on a vendor bug they have acknowledged.
4. Pre-purchased guidance blocks and reschedules
When you buy a block of conversational time, we hold that slot range on our calendar. You may request one move per block if you give at least two full business days of notice in Philadelphia time before the first scheduled start. Cancellations with shorter notice, or a no-show without a documented emergency, forfeit the block fee, because the time cannot be sold twice at the last minute. Documented does not need to be a long medical chart; a short note that you were stuck at a hospital with a family member is the kind of human context we can accept when we are satisfied the story is in good faith. Public transport failures that a news outlet covered count as a separate obvious example.
5. If we ever add physical goods by mail
This section activates only if a product page states a ship date and a carrier. Until then, treat everything as digital or as an in-person meeting. If we do ship, we will add inspection periods, return labels, and restocking language that your state and the Federal Trade Commission expect for tangible goods, without contradicting the digital rules above for hybrid bundles—each line item is judged on its own nature.
6. Store credit, coupons, and promotional pricing
Store credit we voluntarily issue for goodwill is for future purchases, not for cash, unless the amount is below the minimum a payment processor can return and we both agree a cheque is too heavy for the situation. A coupon you received as part of a limited campaign follows the expiry date and category restrictions printed on the offer, even if a friend told you a different story in a private chat. Refunds on orders that used a large coupon go back the net amount you actually paid, not the pre-discount list price.
7. How to request a decision, evidence, and timing
Email touch@chraxelloazlaia.world with the subject Refund or repair request, your name, the purchase date, the amount, the payment method family (card, wallet, or bank transfer) without exposing full account numbers, and a short, sober description of the issue. We aim to give a first written response within ten business days of a complete file; “complete” means we are not still waiting for a screen capture or a last-four match. If we approve, the money path follows the card network’s timing; we do not control when your issuer posts a credit.
8. When we may decline, partially refund, or suggest another fix
We may decline a refund when the product was fully delivered, clearly described, and you simply prefer a different approach now; when a bank has already started a chargeback, until that process finishes so we are not double-paying; or when a request comes long after a reasonable time if no defect existed. A partial fix—such as a second file format, a half credit, or a free future office hour if the relationship is ongoing—can sometimes beat a full refund in outcomes; we will only propose a partial route when it matches the facts and the law in your place.
9. If you still disagree: escalation paths
After a final written decision from us, you may use any out-of-court or small-claims process your jurisdiction offers. If you are in the EU, you may also have access to a platform for online dispute resolution for cross-border issues; that platform does not override our Terms of Use for forum selection when the platform itself does not apply to a U.S. microbusiness with no physical establishment in the EU, but the pointer can still be useful to show your seriousness.
10. Regional consumer notes
Pennsylvania and federal law say nothing in this file stops a Pennsylvania resident from a right that a Pennsylvania statute or regulation labels non-waivable. Other states, provinces, and countries use similar language. The as viewed on line in the hero uses your local browser’s idea of the calendar date when the page was loaded, which is a convenient witness for you if you are comparing versions over time, but a court that needs a notarised print will still have its own rules of evidence. When in doubt, keep your email thread with us—timestamps in mail headers are a neutral record both sides can see.