Cancellations and refunds

Live sessions

A booked session can be cancelled by either side before it takes place. Where a session is cancelled by the creator, or cancelled by the customer with reasonable notice, the customer is refunded.

Rescheduling is arranged between customer and creator through the booking record.

Personalised recordings and written work

A personalised order can be cancelled before the creator begins work. Once the creator has delivered the recording, audio or written response, the order is treated as fulfilled.

If what was delivered does not match what was described, raise it on the order and a moderator can review it.

Pre-recorded and downloadable content

Access to pre-recorded content is granted immediately after payment. Refunds for content already accessed are considered case by case, primarily where the content was misdescribed or is unplayable.

How refunds are processed

Refunds are issued through the original payment method by our payment provider. Full and partial refunds are both supported.

When an order is refunded, the creator's proceeds and the Via Rafael platform commission for that order are reversed accordingly and recorded on the transaction history.

Disputes

If a customer disputes a charge with their bank, the order is flagged and both the creator and Via Rafael can see its status. Transaction records cannot be edited after the fact by creators or customers.