Refund policy

Cancelling a reading

• Before preparation begins: contact us to cancel for a full refund. An order waiting in a queue does not count as work started.
• After preparation begins: we do not offer voluntary refunds for changing your mind. Preparation means we have actually started generating your personalised report or a reviewer has begun work on it. Any statutory right to cancel takes priority.
• After delivery: disliking the interpretation, disagreeing with it, or not experiencing a hoped-for outcome is not, by itself, a reason for a refund. Readings are for reflection and entertainment and do not guarantee future events.

When something goes wrong

• Duplicate payment: we will refund the extra charge for the same order.
• We cannot deliver: we will refund the undeliverable reading in full. If we miss the agreed delivery deadline, you may cancel the undelivered reading for a full refund or agree to a new deadline.
• A material error on our side: if we use different birth details from those you confirmed, send the wrong report, omit a promised section, or supply an unreadable file, we will correct or replace it at no cost within a reasonable time. If we cannot do so without significant inconvenience, we will provide an appropriate partial or full refund. Any stronger remedy required by law remains available.

Check your details before ordering

Please check your birth date, time, place and selected chart. If you notice a mistake, contact us promptly. We can update your details at no cost before preparation begins. After work starts, changes that require a new calculation or report may need a new order; we will explain any cost before you agree. Incorrect details you supplied do not, by themselves, qualify for a refund, subject to your statutory rights.

Your statutory rights

Nothing in this policy limits mandatory consumer rights, including remedies for content or services that are faulty or not as described. Where EU, EEA or UK withdrawal rules apply, you generally have 14 days from the contract date to cancel, subject to the conditions below. Calling a report personalised does not, by itself, remove that right.

• Digital content: the withdrawal right is lost only when supply begins after your prior express consent and acknowledgement that you will lose that right, and after we provide the required contract confirmation. Merely paying or placing an order is not sufficient.
• Services: if you expressly request work to start during the withdrawal period and receive the required information, a cancellation may require payment proportionate to work actually completed. The withdrawal right is lost only after full performance with the required prior consent and acknowledgement.

How to contact us

Email hello@moonandtao.com with your order number or enough details to identify the purchase. For a delivery or report problem, explain what went wrong. No reason is required when exercising a statutory withdrawal right. You may simply write: “I wish to cancel my order”, with your name, order details and the date.

Refunds are returned through the original payment method, without an additional refund fee. We issue approved refunds without undue delay and within any applicable legal deadline. For a statutory withdrawal, this is normally within 14 days of receiving your notice. Your bank may need additional time to display the credit.

Further contact details are on our contact page.