Refund Policy

The vault is free, so there is nothing to refund there — you can keep, edit and delete as much as you like without ever paying.

A record costs $99, charged once for that piece. Every reading states its own confidence, and that is what the policy turns on — not a date on a calendar:

• The reading failed. It never completed, or it came back unusable. Refunded in full, at any time.
• The reading came back tentative. Where the house marks its own confidence as low, it is telling you the captures could not carry a judgement. We offer the refund on the record itself, before you ask for it.
• The record is about the wrong piece, is duplicated, or was bought in obvious error. Refunded.
• The reading stands, and you would rather it had said something else. Not refunded. A considered answer you did not want is still the answer you paid for.

The second line is the one that matters, so it is worth being blunt about why it exists: a house that keeps the fee for a reading it admits it could barely make is selling the fee, not the reading.

Outside those cases we will still read a request properly, and where something has plainly gone wrong we would rather refund you than keep money you resent paying. Write to us.

A record is information, delivered the moment it is ready and consumed by reading it. Unlike a subscription, a refund cannot take it back — you know what the house thinks of your piece whether or not the entry stays in your ledger.

An unconditional window on a product like that would really be an invitation to read the answer and then unpay for it, and the honest way to price that is not to pretend otherwise. So instead of a deadline that protects nobody, the promise is about quality: if the reading is not worth having, you do not pay for it — and that holds for as long as the record exists, not for fourteen days.

A record is an entry in a register, and the accession number struck for it is permanent. When a record is refunded, that entry is withdrawn: the record is removed from your ledger and its accession is retired.

A retired accession is never reissued — not to you, not to anyone. If you later want the same piece recorded, it is recorded afresh, under a new number and a new fee.

Sometimes a reading does not complete — a model is unavailable, or the captures cannot be processed. That is our failure, not yours:

• Your accession is struck the moment you pay, and it stands regardless.
• You can ask the house to try the reading again from the record itself, as many times as you like. It costs nothing — you have already paid for it.
• Better photographs usually settle it, and re-reading after you have added some costs nothing either.
• If it still cannot be completed, or you would rather not wait, we refund you in full, whenever that is.

You are never left holding a record we could not finish and a fee we will not return.

Write to enquiries@thelovenhallregistry.com from the address on your register, or reply to the receipt Paddle sent you. Tell us which record it is — the accession number is enough. There is no form.

We acknowledge every request within two working days. Paddle is the merchant of record, so they process the refund itself and it returns to the card or account you paid with, usually within five to ten working days depending on your bank.

You may also raise the request with Paddle directly under their buyer terms.

Nothing in this policy reduces the rights you have as a consumer under the law where you live. If those rights give you longer, or more, than this policy does, they apply and this policy does not override them.

Records are digital content delivered immediately. In many countries a consumer is asked at checkout to agree to that immediate delivery, and by agreeing gives up a statutory right to withdraw. That is why this policy turns on whether the reading was any good rather than on a deadline — a deadline you had already waived would be worth nothing to you.

If the law where you live gives you more than this policy does, it applies and this policy does not override it. Ask, and we will not argue the point.

Digital records are the only thing the house sells, so this policy covers every purchase that can be made here. Should we ever sell something of a different kind, the rules for it would warrant their own policy — and that would be published, and would apply, before any such purchase could be made.

If something has gone wrong, please write to us first. A refund asked for directly is faster than one asked for through your bank, and we have never refused a reasonable request. Where a chargeback is raised without contact, we may suspend the register while it is resolved.

The full policy sits alongside our terms of service, of which it forms part.