Our promise

You pay only for the minutes you actually use. You get the full amount back if a consultation was not delivered or our technology failed. You do not get a refund just for disliking what you heard.

This policy explains when you get money back. It forms part of our Terms and conditions, and where the two differ, the Terms govern.

There are no credits on MediumGuru. We do not sell prepaid balances, we do not hold your money on account, and nothing you buy expires.

With a card. You authorise a payment mandate once, before your first consultation. After each consultation ends, you are charged for the minutes you actually used, at the rate shown to you before that consultation started. Nothing is taken in advance.

You can end any consultation at any moment. The running cost and elapsed time are shown throughout, and you can set a spending limit in your account settings.

If your connection drops. Billing stops 30 seconds after the connection drops. That short window lets you come back without the consultation ending; if you do not, you pay for the time up to that point and nothing after it.

You normally have 14 days to withdraw from a service bought at a distance.

Because you are not buying a product or a balance, there is nothing to withdraw from until a consultation starts. Giving us a payment mandate does not commit you to buying anything.

Our Terms and conditions set out the confirmation we ask for before each consultation. To withdraw, tell us at [email protected].

We refund the amount to your payment method where:

• a technical failure on our side stopped a consultation or cut it short;
• you were charged for minutes you did not use, or the rate charged was not the rate shown to you;
• the consultation was not delivered: the Guru did not turn up, ended it without cause, or did not provide the consultation you paid for;
• the Guru broke the platform rules every Guru agrees to in a way that affected your consultation, after we have looked into it;
• you were charged after withdrawing your mandate, or after your account was closed.

Where only part of a consultation is refunded, the amount is calculated per second at the per-minute rate shown to you.

If none of these fits but you think something has gone wrong, tell us anyway. This list is not a limit on your rights under Dutch consumer law, which apply whatever this policy says.

• You did not like what you heard. Dissatisfaction with the content, the accuracy or the predictions of a consultation is not on its own a ground for a refund. Consultations are for entertainment and personal reflection, outcomes are not guaranteed, and no Guru promises a result. This does not affect your rights where the service was not performed with reasonable care.
• Free or promotional minutes. These have no cash value and are not refundable in money.

Email [email protected] with the email address on your account, the date and time of the consultation or the session reference from your receipt, and what went wrong.

Ask as soon as you can. After 180 days even a flagged session is deleted, so we may not be able to look at what was said.

Refund requests follow this timeline: a decision within 5 business days. Everything else follows the timeline in our Complaints procedure: an answer within 14 calendar days.

Refunds go back to the payment method you used. If that method has expired or closed, we will agree another route with you.

We start with the session record: the date, time, duration, channel, the Guru, and the rate that was shown to you. That answers most requests on its own.

If what was said matters to your request, flag the session: what was said is kept for 30 days and then deleted, a flag or a payment dispute within that time holds it for 180 days so that we can look at it, and our Privacy policy explains how. Where a session was not flagged we decide on the record we have, together with your account of what happened and the Guru's, and we will tell you what we could and could not establish.

Please come to us first. Most problems (a session that dropped, a duration that looks wrong, a charge you do not recognise) we can fix faster than your bank can, usually with a refund under section 4. A charge from us appears on your card statement as MEDIUMGURU* followed by your Guru's name.

That is a request, not a condition. Nothing here takes away your right to dispute a charge with your bank, card provider or payment provider, including your rights under EU payment-services law and the card scheme rules. You do not have to contact us first and you lose nothing by choosing not to.

How we answer a chargeback. Where a chargeback is raised, we answer it from the session record. Where the reason given requires more than that and the session was flagged, we submit the smallest extract that answers the specific reason, never a whole session.

Dishonest chargebacks. Where a chargeback disputes a consultation you started, agreed to and received, and the reason is dissatisfaction with what was said, we may put our evidence to the scheme and, if it is upheld in our favour, recover the amount and the scheme fees we incurred. We will not do this where you had a genuine and lawful reason to dispute the charge. Accounts used repeatedly for dishonest chargebacks may be closed.

Ask us to review it and a different person will look at it. If you are still not satisfied, our Complaints procedure sets out where else you can go, including your right to go to court and the consumer-protection rules of the country you live in, which always apply.

This policy is issued by Solius Media B.V., trading as MediumGuru, Rotterdam, the Netherlands, KvK 42151096, VAT NL869940375B01. Questions about a refund go to [email protected].

Refunds are decided and paid by us, not by your Guru.

This is version 1.1; the publication date is shown at the top of this page. Earlier versions are available on request. Material changes are notified to your registered email address before they take effect.