Cancellation and Refund Policy
Physical goods, personalised goods, digital content, Courses, Live Expert services, subscriptions, advertising and business-to-business commercial fees are not treated identically. This policy should be read together with the product or service information shown before purchase and any seller-specific terms.
1. Scope and statutory rights
This policy forms part of the VoxFati Terms and applies to purchases made through VoxFati where the relevant transaction is covered by VoxFati's cancellation or refund processes. Nothing in this policy removes statutory consumer rights that cannot lawfully be excluded or restricted.
Where a third-party Seller, Course Creator or Live Expert is the supplier, that provider remains responsible for its own consumer-law duties, subject to VoxFati's platform procedures and any rights the buyer has against VoxFati under applicable law.
2. Distance-contract cancellation rights
Consumers purchasing at a distance may have a statutory cancellation period, commonly 14 days under UK consumer law, depending on the type of contract and any applicable exception. For goods, the period normally runs from receipt of the goods. For services and certain digital-content contracts, it normally runs from the date the contract is entered into.
Specific statutory exceptions may apply, including for personalised or made-to-order goods, certain sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, fully performed services where the required consent has been given, and digital content supplied after the consumer has given the required consent and acknowledged the effect on cancellation rights.
3. VoxFati memberships and recurring digital services
Recurring memberships may be cancelled before the next renewal through the available account or billing controls. Cancellation normally stops future renewals while access continues until the end of the period already paid for, unless the service is terminated earlier or a refund is required by law.
A cancellation request made after a renewal has already been processed does not automatically create a refund for that renewal period, but statutory rights, duplicate charges, billing errors and other exceptional circumstances will be considered.
4. Digital content and downloads
Digital products may include downloadable files, reports, templates, recordings, generated content and other electronically supplied materials. Where the law permits immediate supply only after express consent and acknowledgement that the cancellation right will be lost, checkout may request that consent before access begins.
If digital content is faulty, inaccessible, materially different from its description or cannot be supplied as promised, the buyer may be entitled to repair, replacement, price reduction or refund in accordance with applicable law.
5. Physical Marketplace products
For eligible physical goods sold by a business Seller, a consumer may have a statutory right to cancel a distance sale and return the goods within the applicable period, subject to lawful exceptions. Seller-specific return information must not reduce mandatory consumer rights.
The buyer may be responsible for return postage where that responsibility was properly disclosed and the goods are not faulty. If goods are faulty, damaged, incorrectly supplied or materially not as described, the Seller must provide the remedy required by law and may also be responsible for reasonable return costs.
6. Personalised, customised and made-to-order goods
Goods made to a consumer's specification or clearly personalised may be excluded from the ordinary change-of-mind cancellation right where the law permits. This does not remove rights relating to faulty, unsafe, damaged or misdescribed goods.
Sellers must clearly identify personalisation and any lawful cancellation restriction before purchase.
7. Hygiene-sensitive goods
Certain sealed beauty, grooming, personal-care or other hygiene-sensitive goods may lose a change-of-mind return right after unsealing where the legal requirements for that exception are met. A Seller must not use a hygiene exception more broadly than the law allows.
8. Courses
Cancellation and refund rights for Courses depend on whether the purchase consists of digital content, live services or a combination of both and on when access or performance begins. Where immediate digital access is requested, the consumer may be asked to consent to supply beginning during the cancellation period and acknowledge any effect on the right to cancel.
A student may also have remedies where a Course is materially not as described, inaccessible, unlawfully supplied or substantially fails to provide the content promised. Dissatisfaction with a teaching style or failure to achieve a hoped-for result does not by itself establish that the Course was defective.
9. Live Expert bookings
Booking-specific cancellation terms may set reasonable notice periods for rescheduling or cancellation, provided they comply with mandatory law. If an Expert fails to attend, materially shortens the session without agreement or materially fails to provide the service purchased, a refund, repeat session or other remedy may be appropriate.
Dissatisfaction with an opinion, coaching outcome, creative feedback or spiritual interpretation does not by itself mean that the service was not supplied, provided the Expert delivered the agreed service lawfully and substantially as described.
10. Advertising purchases
Advertising refunds or credits depend on the campaign terms, whether delivery has started, how much inventory or traffic has already been delivered, verified technical failure, campaign rejection and the reason for any suspension. A campaign rejected before meaningful delivery may be treated differently from a campaign removed after substantial delivery because of the advertiser's breach.
Failure to achieve a hoped-for number of sales, leads or conversions does not by itself establish non-delivery where the purchased advertising inventory or service was supplied as agreed.
11. Seller, Creator, Expert and other commercial fees
Setup fees, subscriptions, commissions and other business-user charges are governed by the commercial terms shown during onboarding or in the relevant dashboard. Business-to-business fees may have different cancellation rights from consumer purchases.
Fees already earned for onboarding, access, completed transactions or services already provided are normally non-refundable unless the applicable commercial terms, a billing error or mandatory law require otherwise.
12. Damaged, defective, unsafe or incorrect goods
If a physical product arrives damaged, defective, unsafe, incorrect or materially different from its listing, the buyer should contact the Seller promptly and provide reasonable evidence where requested. Depending on the circumstances and applicable law, the remedy may include repair, replacement, price reduction, refund or rejection of the goods.
13. Non-delivery and missing orders
If an order does not arrive within the agreed time or within a reasonable time where no binding date was agreed, the buyer should contact the Seller through VoxFati. Estimated delivery dates are not guaranteed unless expressly stated, but Sellers remain responsible for their legal delivery obligations.
14. Refund method and timing
Approved refunds are normally returned to the original payment method where practicable. Processing time depends on the payment provider and bank. Where consumer law specifies a refund deadline, the relevant Seller or VoxFati must comply with that deadline.
15. Chargebacks and payment disputes
Users are encouraged to contact the relevant provider or VoxFati before initiating a chargeback so the issue can be investigated. This does not remove a legal right to dispute a payment. Fraudulent, abusive or knowingly false chargebacks may result in account restrictions and recovery of losses where legally permitted.
16. How to request a cancellation, return or refund
For Marketplace orders, contact the Seller through the order or messaging area where possible. For Course or Live Expert issues, use the relevant order, booking or support route. For VoxFati memberships, advertising, platform billing or unresolved cases, contact info@voxfati.com.
A request should include the order or transaction reference, the reason for the request and any evidence reasonably needed to assess the issue.
17. Governing law
This policy is governed by the laws of England and Wales, subject to mandatory consumer rights that apply in the consumer's country of residence and cannot lawfully be waived.