Refunds

Cancelling a sitting

If you cancel 12 hours or more before your scheduled sitting, you get a full refund.

If you cancel less than 12 hours before, you get a 50% refund. Your reader has kept that time for you, so the other 50% is kept and split equally between your reader and Aina, and any costs of the booking (such as payment fees and taxes) are split equally between them too.

There is one exception: if you cancel within 10 minutes of booking and the sitting is at least an hour away, you get a full refund.

Once a sitting has started, it can no longer be cancelled.

Rescheduling

You can reschedule a sitting once, for free, if you do it 12 hours or more before it starts. The new sitting must be with the same reader and the same length.

A sitting cannot be rescheduled less than 12 hours before it starts. You can still cancel it under the rules above.

If your reader does not join, or your sitting is cancelled

If your reader does not join within 10 minutes of the start (3 minutes for a 5 minute sitting), or cancels less than 12 hours before other than for a genuine emergency, you get a full refund plus a credit worth 25% of the price, usable on any sitting within 90 days. If your reader needs to move a sitting, you choose a new time or a full refund. If Aina cancels less than 12 hours before, you get a full refund plus 50% of the price as compensation.

If you do not join

If your reader joins on time and tries to reach you, and you do not join within 10 minutes of the start (3 minutes for a 5 minute sitting), the sitting is not refunded. If you join late, it still ends at its scheduled time.

If something goes wrong on our side

If a technical failure on our side cuts a sitting short before half the booked time is delivered, you get a full refund. If half or more was delivered, you can choose a free rebooking for the remaining time with the same reader, or a 50% refund.

Your first sitting

If it is your first paid 20 or 45 minute sitting on Aina and the reading does not feel right, you can end it within its first five minutes and choose “This was not for me” for a full refund to your original payment method. You do not need to give a reason. The five minutes start when both you and your reader have joined. You can use this once, and it does not apply to 5 minute sittings.

If you have a concern about a sitting

Use Report a problem after your sitting, ideally within 7 days, or contact us using the details on our Contact page. We acknowledge every report within 48 hours and give you a reasoned decision within one month. If your reader broke our standards of conduct, you get a full refund to your original payment method.

How refunds are paid

Once a refund is approved, we start it within 2 business days, to your original payment method. Banks usually take 5 to 7 business days after that for the money to reach you.