Refund & Credit Policy

Soul 2 Path (“we”, “our”, “us”) is committed to delivering the highest calibre of psychic and spiritual services. We recognise, however, that there may be times when you feel a session has not met your expectations. This policy outlines the steps you can take to seek a remedy.

Your Statutory Rights

This policy operates in conjunction with your rights under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). Nothing in this policy is intended to exclude, restrict, or modify any right or remedy you may have under the ACL.

Time-Back (Credit) Requests

• A time-back is a re-credit of minutes to your Soul 2 Path account, enabling you to speak with another reader.
• You must lodge your request within 48 hours of the reading in question.
• Only the most recent paid reading is eligible. If you have had another paid session after the one you are dissatisfied with, the earlier session cannot be reconsidered.
• A maximum of 15 minutes (up to AUD 36) can be re-credited.
• You may submit one time-back request per adviser and no more than one request per calendar month, provided you have completed at least two other successful sessions that month (first‑time clients are exempt from this requirement).
• The total lifetime limit is five approved time-back requests per customer.
• By submitting a request, you consent to our reviewing the call recording and/or transcript to verify the claim.
• Where approved, credits will appear in your account within two business days.
• Requests previously declined will not be reconsidered unless required by the ACL.
• Your account must be in good standing at the time of the request.
• We reserve the right to refuse any request that does not satisfy these conditions, except where refusal would contravene the ACL.

Cash Refunds of Unused Deposits

• You may request a refund of any unused deposit within 48 hours of payment.
• Each customer is limited to a single cash‑back request.
• Refunds will be processed to the original payment method within two business days of approval.
• We may decline a cash refund where doing so is permitted by the ACL (for instance, where funds have been utilised or the request is out of time).

Prohibited Conduct

We may refuse a remedy and/or close your account, with or without notice, if you:

• Threaten or initiate a payment dispute in bad faith to recover monies already used for readings;
• Exchange contact details with advisers in order to transact outside the platform;
• Engage in disrespectful, discriminatory, or abusive behaviour towards advisers or staff.

If you believe your circumstances warrant special consideration, please contact our Customer Care team at [email protected]. We will respond in accordance with our obligations under the ACL.