Refund & Credit Policy | WholeLife Psychics

Branwell Pty Ltd (ABN 38 642 130 676) trading as WholeLife Psychics

Last updated: 14 November 2026

1. Fair, transparent, and on your side

At WholeLife Psychics, we are committed to delivering professional, respectful, and high-quality psychic and spiritual services. We understand that experiences can vary from person to person, and this Policy explains the remedies available should a session not meet your expectations.

This Refund & Credit Policy forms part of our overall Terms and Conditions and should be read together with our Privacy Policy and any other policies published on our website.

2. Your statutory rights are always protected

This Policy operates alongside your rights under the Australian Consumer Law contained in Schedule 2 to the Competition and Consumer Act 2010 (Cth) (“ACL”).

Nothing in this Policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy available to you under the ACL or any other applicable law.

3. Credit requests

3.1 Time-back (credit) requests

A “time-back” is a goodwill re-credit of minutes to your WholeLife Psychics account, allowing you to book another adviser at no additional charge.

Time-back requests are assessed fairly, reasonably, and in accordance with this Policy. You can make a request through Celeste, our chat guide, while signed in to your account, or through our Customer Care team (see section 6).

To be eligible for consideration:

You must disconnect the call within the first 5 minutes of the reading.
You must submit your request within 48 hours of the reading in question.
Only your most recent paid reading is eligible for review.
If you complete another paid session after the disputed reading, the earlier reading will no longer be eligible for reconsideration.
The minutes used in the reading are re-credited, rounded up to the next whole minute, to a maximum of 15 minutes for any approved request.
You may submit one time-back request per adviser.
You may submit no more than one request per calendar month, provided you have completed at least two other successful sessions during that month. A successful session is another paid reading in the same calendar month that lasted longer than 5 minutes.
First-time customers (with no paid reading before the one in question) are exempt from the minimum session requirement.
The lifetime maximum is five approved time-back requests per customer account.
Your account must be in good standing at the time the request is assessed.

By submitting a request, you authorise WholeLife Psychics to review relevant call recordings, transcripts, system logs, and related account activity for the purpose of assessing the claim.

Requests made through Celeste are checked against these conditions straight away, and where they are met, the minutes are re-credited to your account immediately. Where a request is approved by our Customer Care team, credits will generally appear in your WholeLife Psychics account within two business days.

Requests that have previously been declined will not ordinarily be reconsidered unless required under the ACL or where additional material information becomes available.

4. Unused deposits

4.1 Cash refunds of unused deposits

If you have deposited funds into your WholeLife Psychics account and those funds have not been used towards services, you may be eligible to request a refund of the unused balance.

The following conditions apply:

Refund requests must be submitted within 48 hours of the original payment.
Only unused deposited funds are eligible for refund consideration.
Each customer is limited to one approved cash-back request during the lifetime of their account.
Approved refunds will generally be returned to the original payment method within two business days.

We may decline a refund request where permitted by law, including where:

the deposited funds have already been used or partially consumed;
the request is submitted outside the required timeframe;
fraudulent, abusive, or suspicious activity is detected; or
the circumstances otherwise fall outside the requirements of this Policy or the ACL.

5. Important account conditions

5.1 Prohibited conduct

To maintain a safe, fair, and professional platform for all users, WholeLife Psychics reserves the right to refuse a remedy request and/or suspend or terminate an account, with or without notice, where a customer engages in inappropriate or prohibited conduct.

This includes, but is not limited to:

threatening or initiating payment disputes or chargebacks in bad faith in relation to services already delivered or consumed;
attempting to exchange personal contact information with advisers for the purpose of transacting outside the WholeLife Psychics platform;
engaging in disrespectful, abusive, threatening, discriminatory, or inappropriate behaviour towards advisers, support staff, or other users;
attempting to misuse, manipulate, or repeatedly exploit the refund or credit process; or
engaging in conduct that may compromise the integrity, safety, or lawful operation of the platform.

6. How to request a refund or credit

To request time back for your most recent reading, you can ask Celeste, our chat guide, while signed in to your account. Celeste will show you the reading, confirm whether it meets the conditions in section 3.1 and, if it does, re-credit the minutes straight away.

For a refund of unused deposits, or for anything Celeste can’t resolve, please contact our Customer Care team with:

your full name and registered account details;
the date and approximate time of the session or payment;
the adviser’s name (if applicable); and
a brief explanation of your request.

Customer Care
WholeLife Psychics
Email: [email protected]

7. Changes to this Policy

We may amend or update this Refund & Credit Policy from time to time. The latest version will always be published on our website and will take effect from the “Last updated” date shown above.