1. Summary
This policy applies to everything you buy from Reina Arcana, trading as Reina Eze and Rei the Mage, on Selar or other storefront or website we launch later.
Effective date: 18 October 2026.
2. Consent to immediate start of personalised work
When you buy a personalised reading or other digital work, you expressly ask us to start preparing it right away, and you agree at checkout that this is what you want. Because the work is made to your details, you acknowledge that your right to cancel ends once we have started or delivered it.
3. PDF readings (astrology, matrix of destiny and similar)
You can get a full refund of a PDF reading if you ask within 24 hours of payment and we have not started work on it. After 24 hours, or once we have started, the sale is final and we do not give refunds.
"Started" means we have opened your file and begun preparing your reading. If you ask for a refund, we will confirm in writing whether work has started.
Readings are personalised and cannot be returned, and they are interpretive, so a reading you did not expect or agree with is not a reason for a refund. If a file is unreadable, or we entered your details wrongly, we will correct and resend it at no cost.
4. Consultations and coaching
You can reschedule a session for free if you give us at least 24 hours' notice before it starts. Email [email protected] with your order details and your preferred new times.
If you cancel with less than 24 hours' notice, or you are a no-show, you receive 50% store credit for that session instead of a cash refund. You are a no-show if you are 30 minutes late with no communication. If you contact us during that time, we will try to hold the session within its booked time.
For a package of sessions, the credit is 50% of the price paid for that one session. A session that has taken place is not refundable. If we have a technical failure on our side, we will reschedule it for free.
5. When we cancel
If we cancel a service for any reason, you receive a full refund of the price you paid for it, whatever the timing. You may instead choose to reschedule or take store credit if you prefer.
For a package, "the service" means the sessions or deliverables not yet delivered.
The one exception is where we end or refuse a service because you breached our Terms of Use, for example through abuse or harassment. In that case no refund or credit is due.
6. Late delivery
Once we have your payment and intake details, we confirm a delivery date for your reading in writing. If we miss that date by more than 10 business days, you can cancel and receive a full refund. If we give you a revised date before then, you can accept it or cancel for a full refund.
For consultations and coaching, a session is booked only when we confirm a date and time in writing. If we cannot offer you a slot within 10 business days of payment, you can request a full refund.
To use this section, email [email protected] before the service is delivered. If we deliver first, the sale stands. Delays caused by you, such as late or missing details, do not count.
7. Store credit
Store credit is issued by email, usually as a code or balance you can use at checkout. It can be used on any of our services and is valid for 12 months from the day we issue it.
Store credit has no cash value and cannot be exchanged for money or transferred to someone else, except where the law requires otherwise. Credit that is not used within 12 months expires. If we cancel a service or no longer offer it, we will give you a full refund rather than leave you holding unusable credit.
8. Online courses
Each course listing states its own refund terms. If a listing is silent, access starts as soon as you pay, and the sale is final once you have accessed any course content.
You receive a full refund if we cancel the course, or if what you receive is materially different from its description on the listing and we cannot fix it within a reasonable time.
9. How to request a refund, processing and chargebacks
To request a refund, reschedule or credit, email [email protected] from the address you used at checkout. Include your order number, the service and what you are asking for. We reply within 3 business days.
Approved refunds go back to your original payment method through Selar or the payment provider we use. How long they take to reach you depends on your bank and the provider, and we will confirm once we have issued the refund.
Please contact us before you open a payment dispute with your bank or card issuer, because we can usually fix a problem faster. If a dispute is opened for a service we delivered or that fell under this policy, we will give the payment provider our records, such as order details, delivery emails and written confirmations.
Reina Arcana, trading as Reina Eze, and Rei the Mage.
Email: [email protected].