Refund Policy
At a Glance
Here is a quick summary of our refund policy:
Your reading is prepared to order. Sylvia reads your birth chart and writes your reading by hand, for you alone, in response to the one question you submit. That makes it a personalised service rather than an off-the-shelf product, and it is the reason the terms below differ from a standard digital download.
Before Sylvia begins work, you can cancel for a full refund. Email us before your reading has been written and we will refund you in full, no reason required. Nothing is deducted.
Once your reading has been written and sent, it cannot be refunded for a change of mind, because it was made for you and cannot be resold or reused.
If something goes wrong, you are covered. If your reading does not arrive, arrives incomplete, answers the wrong question, or you are charged more than once, tell us and we will put it right or refund you in full. See Section 4.
A reading is not a guaranteed outcome. We cannot refund because you disagree with what the chart shows, or because events did not unfold as you hoped. See Section 4.
EU/EEA, UK and Swiss customers have statutory rights, and there are specific rules for personalised services. See Section 6.
Questions? Contact us at [email protected] before purchasing if you are unsure whether your question is a good fit. We would far rather answer that now.
Important: This Refund Policy forms part of, and is subject to, our Terms of Service. By making a purchase on our Website, you acknowledge that you have read, understood, and agreed to this Refund Policy.
1. Introduction
The One-Question Birth-Chart Reading is operated by Soltan Enterprises Limited, trading as Sylvia Bennett. This Refund Policy sets out when a refund is available, when it is not, and how to request one.
The One-Question Birth-Chart Reading is a personalised service. After purchase you complete a short questionnaire giving your birth date, birth time and birth place, together with the one specific question you would like answered. Sylvia then interprets your birth chart in relation to that question and writes your reading herself. The finished reading is sent to you as a PDF by email, normally within 48–72 hours of your completed questionnaire.
Because each reading is prepared to your own specification and cannot be resold or reused, the refund terms below are different from those that apply to a pre-written product available to everyone. Please read Section 2 before purchasing.
This policy applies to all purchases made through our Website. If you have any questions about it before purchasing, please contact us at [email protected].
2. Refunds for a Personalised Reading
You may cancel and receive a full refund at any time before Sylvia begins work on your reading. No reason is required, and we do not deduct payment processing fees or any other charge.
In practice this means: if you email [email protected] and your reading has not yet been written, you get your money back in full. Readings are worked through in the order they are received, so the sooner you tell us, the more certain this is.
Once your reading has been written and sent to you, it is not refundable for a change of mind. The work has been performed, and what was produced exists only for you. This is the same position that applies to other made-to-order services.
This does not affect your rights where something has gone wrong on our side. Section 4 sets out the circumstances in which we will refund you in full or rewrite your reading, whatever stage it has reached.
If You Have Not Submitted Your Questionnaire
Your reading cannot begin until you have submitted your birth details and your question. If you have paid but not yet completed the questionnaire, no work has started, so a full refund is always available on request.
If we have not received your completed questionnaire within 90 days of purchase, we may treat the order as cancelled and refund you in full. We will email you first.
3. What Your Purchase Includes
Your one-time purchase includes:
- One written reading, interpreted from your own birth chart by Sylvia, addressing the one specific question you submit;
- A breakdown of the life area your question relates to, including the patterns, influences and timing connected to it;
- Delivery as a PDF by email, normally within 48–72 hours of your completed questionnaire;
- Your copy of that PDF to keep and re-read.
Your purchase does not include a full analysis of your birth chart, answers to further questions, ongoing correspondence, or a consultation by phone or video. One purchase covers one question. If you would like a second question answered, that is a second reading.
Where priority delivery is offered as an option at checkout, it shortens the turnaround only. It does not change what the reading contains, and it is refundable on the same terms as the reading itself.
4. When We Will Refund or Put It Right
Whatever stage your order has reached, contact us and we will refund you in full or rewrite your reading if:
- your reading does not arrive within a reasonable time of the stated 48–72 hours and we cannot deliver it promptly after you tell us;
- your reading answers a different question from the one you submitted, or covers a different life area;
- your reading arrives incomplete, corrupted, or in a file you cannot open, and we cannot supply a working copy;
- you were charged more than once for the same order, or charged an amount you did not authorise;
- you paid for priority delivery and we did not deliver within the priority window, in which case we refund the priority charge.
We cannot offer a refund because you disagree with the reading. An astrological reading is an interpretation, not a prediction of fact and not a guaranteed outcome. Sylvia will give you her honest reading of your chart, and that will sometimes not be the answer you were hoping for. A reading you did not like is not the same as a reading that was not delivered.
We cannot offer a refund because events did not unfold as described. Nothing in your reading is a guarantee of any outcome, and no specific result is promised. See our Terms of Service.
We cannot offer a refund for an inaccurate birth time you supplied. If you are unsure of your birth time, tell us it is approximate when you submit your questionnaire and Sylvia will work with what is available.
If you believe your circumstances are not covered above, write to us anyway. We would rather hear from you than have you dispute the charge with your bank.
5. Subscription and Recurring Payment Products
The One-Question Birth-Chart Reading is a one-time purchase and is not a subscription. You will not be billed again, and there is nothing to cancel. If we introduce any subscription-based product or service in the future, the following terms will apply:
- You may cancel your subscription at any time by contacting us at [email protected] or through your account settings.
- Cancellation will take effect at the end of your current billing period. You will retain access until the end of that period.
- We do not offer refunds for partial billing periods. If you cancel mid-cycle, you will not receive a prorated refund for the remaining days.
- If you believe you were charged after cancelling, please contact us immediately with your cancellation confirmation and we will investigate.
6. Notice for EU/EEA, UK and Swiss Consumers
If you are a consumer in the EU/EEA, the UK or Switzerland, you normally have 14 days to withdraw from a distance contract without giving a reason.
There are two exceptions that apply to this purchase, and you should understand both before you buy.
Services You Ask Us to Begin Immediately
Where you ask us to begin performing a service during the withdrawal period, and you acknowledge that you will lose your right of withdrawal once the service has been fully performed, the withdrawal right ends when the service is complete. In practice: once your reading has been written and sent to you, it has been fully performed.
At checkout we ask for your express request that we begin, and your acknowledgement of this consequence. If you would prefer to keep the full 14-day withdrawal right, do not ask us to begin, and tell us: we will simply hold your order and start after the 14 days have passed.
Goods and Services Made to Your Specification
The withdrawal right also does not apply to goods or services made to the consumer’s specifications or clearly personalised. A reading written from your own birth data in answer to your own question is personalised in exactly this sense.
Rights That Are Not Affected
None of the above affects your statutory rights where a service is not supplied with reasonable care and skill, is not as described, or is not supplied at all. Those rights sit alongside this policy and cannot be signed away. Section 4 sets out how we handle those situations.
Consumers in the UK may also refer to the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
7. How Refunds Are Processed
When a refund is approved, the following terms apply:
Refund amount: You receive the full amount you paid. We do not deduct payment processing fees, administrative charges, or any other costs from your refund.
Refund method: All refunds are issued to the original payment method used at the time of purchase. We do not issue refunds to alternative payment methods, bank accounts, or third-party accounts.
Refund currency: Refunds are processed in the same currency as the original transaction. If your bank converts the currency, any differences due to exchange rate fluctuations are outside our control and are not our responsibility.
Processing time: We aim to process all approved refunds within 5–7 business days of approval. However, the time it takes for the refund to appear in your account depends on your payment provider or bank, which may take an additional 5–10 business days.
Confirmation: You will receive an email confirmation once your refund has been processed.
8. Delivery of Your Reading
Your reading is delivered as a PDF attached to, or linked from, an email sent to the address you used at checkout.
The 48–72 hour window runs from the moment we receive your completed questionnaire, not from the moment you pay. If you buy on Monday and complete your questionnaire on Thursday, the clock starts on Thursday.
If your reading has not arrived when you expected it, please check your spam or promotions folder first, then contact us at [email protected]. We will resend it. A reading that we sent and you did not receive is always fixable, and Section 4 covers you if it is not.
Please make sure the email address you enter at checkout is correct and can receive attachments. We cannot deliver to an address that does not work, and we may not be able to tell that delivery failed.
9. Dispute Resolution
We strongly encourage you to contact us first at [email protected] before initiating a chargeback or payment dispute with your bank or payment provider. We are committed to resolving issues fairly and promptly — and with our non-conditional 7-day guarantee, an honest refund is usually faster than a dispute.
Filing a chargeback or payment dispute without first contacting us may result in:
- Delays in resolving your issue, as the dispute process can take 30–90 days.
- Suspension of your account and access to any digital products during the dispute period.
- Additional fees charged by payment processors, which may be passed on to you if the dispute is resolved in our favour.
If you have contacted us and are not satisfied with our resolution, you are of course free to pursue your rights through your payment provider, your local consumer protection authority, or any other legal avenue available to you.
10. Contact Information
If you have questions about the guides before purchasing, need to request a refund, or need to discuss an exceptional situation, please contact us:
By email: [email protected]
By post: Soltan Enterprises Limited, Office 3906, 39/F, The Center, 99 Queen’s Road Central, Central, Hong Kong
We aim to respond to all enquiries within 2 business days.
11. Legal Notice
This Refund Policy is governed by the laws of Hong Kong SAR, China. This policy is in accordance with applicable consumer protection laws, including specific exemptions for digital products and intellectual property recognised in many jurisdictions.
By making a purchase from The One-Question Birth-Chart Reading, you acknowledge that you have read, understood, and agreed to this Refund Policy. This Refund Policy forms part of our Terms of Service.
Where this Refund Policy conflicts with mandatory consumer protection laws in your jurisdiction, the mandatory provisions of your local law will prevail.