Policies

Cancellation and refunds

Effective date: 14 August 2026

Plans change. This page sets out what happens when they do: when you can move a session, when you can cancel it, and what comes back to you.

Sessions are prepaid, so cancelling has a money consequence. The table below is the policy in outline; the sections after it cover the detail. This policy forms part of the Terms of Service.

Every case at a glance

Which case applies is measured against your session's scheduled start time. If you have already moved the session, the windows run from the time it stands at now.

1. Cancelling 24 hours or more before the start

The refund is the amount you paid minus the actual nonrecoverable payment-processing cost for that transaction. Nothing else is deducted.

The amount you paid includes any tip. A tip was part of the same single payment, so it is part of the same refund. The processing cost is the cost of handling that whole payment, deducted once from the total rather than separately from the session and the tip.

It is the real figure, not an estimate. The amount deducted is the fee the processor recorded against your transaction — not a percentage, a rounded figure, or a fixed administrative charge.

Refunding a payment does not return the fee the processor charged to handle it. Because a deduction applies, this is not a full refund, and you should not expect the exact amount you paid to return to your account.

If the exact fee cannot be established, no figure is guessed. Where the processor has not settled the fee, or settled it in another currency, the cancellation is still recorded with that date and the refund goes to manual review.

2. Less than 24 hours before the start, and at least 4 hours

Inside the final 24 hours there is no cash refund. Instead you get one free change of time: you pick a new slot from those available, nothing further is charged, and your original payment carries across.

Using it permanently ends cash-refund eligibility for that booking. This cannot be undone. Moving the session weeks ahead does not put it back inside the 24-hour rule or restore the refund, and if it is later cancelled no money is returned.

You are told this on screen before you choose a new time, and again when you confirm.

That is one change for the booking. A second late change is refused. At 24 hours or more, moving the session is an ordinary reschedule instead, which is free and gives up nothing; see section 9.

3. Less than 4 hours before the start: online changes close

Four hours before your session, online changes end. The booking cannot then be cancelled or moved on the website, and no refund is available through it. Your session stays reserved and goes ahead as planned.

You can still write to support@receivereiki.com, but anything at this stage is a discretionary accommodation rather than an entitlement.

4. At or after the scheduled start time

Once the start time has arrived there is no refund and no automatic reschedule. Nothing is required of you during a session — you do not have to attend, be awake, be online, or be reachable — so a session that goes ahead at the time you reserved counts as delivered.

If something genuinely went wrong, section 6 covers it rather than this rule.

5. If Norbert cancels

If Norbert cancels your session, you choose:

• a full refund of the amount you paid, including any tip, with the payment-processing cost absorbed rather than deducted from you; or
• a free reschedule to another time that you choose from the times available.

The 24-hour rule and the 4-hour cutoff do not apply here; they govern what you may do. Nothing you have already used changes this. The choice is yours, and you are told by email at the address used for the booking as soon as it is known.

6. Duplicate charges, technical failures, and bookings that cannot be fulfilled

If you are charged twice, if a technical failure prevents a paid booking from being fulfilled, or if a paid session cannot go ahead for a reason on this side, you receive a full corrective refund with the processing cost absorbed.

Email support@receivereiki.com with what happened and it will be corrected.

7. How refunds are handled

An eligible cancellation refund is sent when you confirm it. You are shown the amount paid, the nonrecoverable processing cost and the refund first. Confirming cancels the booking and sends the refund to your payment provider.

A corrective refund may be initiated automatically, so money is never held for a session that cannot happen. It is a safety mechanism, not a route to a refund you would not otherwise be entitled to.

• Figures appear before you confirm whenever the processor has provided them, and the confirmation email repeats them. Where the exact figure could not be established then, the email arrives once the refund has been sent, never before.
• Refunds return to the payment method you used. They cannot be redirected to another card, sent to a bank account, or converted into credit.
• If your payment was already partly refunded, the figures separate what was returned before, what is being sent now, and the cumulative total. The processing cost is deducted once from the total, not once per refund.
• Timing depends on your bank. Refunds typically appear within 5–10 business days, and that stretch of time is set by your bank or card issuer.

If a refund you were told was processed has not appeared after 10 business days, email support@receivereiki.com and its bank reference can be looked up for you.

8. How to cancel or change your time

Both are things you do yourself. Every confirmation email contains a private link for managing that booking, showing your session, its current time, and whatever the policy allows.

• To cancel: press Cancel this booking. If a refund is due, the exact amount is shown before you confirm. If none is due, you are told so and asked again before anything happens.
• To change your time: press Change my time and pick from the open slots, the same times a new booking would be shown. Nothing further is charged. Inside the final 24 hours the consequence is stated before you pick, and again when you confirm.

Four hours before your session both controls close.

For a deadline-sensitive cancellation or change, use the private link. Email does not stop the cancellation clock and may not be read before a cutoff. If the link is missing or fails, email support@receivereiki.com immediately with the name and email address used for the booking.

9. Rescheduling

Rescheduling is self-service through the same link. You choose the new time from those available, and the change takes effect immediately.

What it costs depends on your notice. At 24 hours or more it is free and gives up nothing; your cash-refund eligibility is unaffected. Inside 24 hours it is the one free late change from section 2, which permanently ends that eligibility. Under 4 hours, changes are closed.

Self-service rescheduling changes the booking time only. It does not offer a way to select a different service or session length. The original payment, including any tip, remains attached to the booking; no second payment or refund is created merely because the time changes.

The new time is subject to availability. Sessions run every day between 1:00 PM and 9:00 PM US Central Time, shown in your own time zone, bookable up to 90 days ahead and at least 2 hours before the start. Those limits apply to the new time exactly as they would to a new booking.

10. Chargebacks

If you believe something is wrong with a charge, please email support@receivereiki.com first. Genuine errors are corrected under section 6, usually faster than a bank dispute would resolve.

11. Changes to this policy, and questions

This policy may be updated from time to time. The effective date at the top always shows the current version, and a change does not alter the policy that applied to a booking already confirmed before the change was published.

Questions can go to support@receivereiki.com or through the contact page.