Refund Policy
Last updated: March 2026
1. Purpose and Scope
This Refund Policy applies to all purchases of digital products made on astrology-jennifer.com and through Astrology Jennifer's email campaign sales pages. It is operated by FABEXS SERVICES SAS (RCS Paris 102 200 714), the sole merchant of record for all transactions.
Because our products are digital files delivered electronically and are often personalized to the buyer's specifications, purchases are generally non-refundable except as expressly stated in this Policy or where mandatory applicable law provides otherwise.
Nothing in this Policy limits, restricts, or purports to override any statutory consumer rights to which you are entitled under the mandatory laws of your country or state of residence.
2. Nature of Our Products
Astrology Jennifer produces and sells pre-generated and batch-personalized digital products in the following formats: PDF documents, audio files (MP3/AAC), video files (MP4), and link-gated online content. Products are delivered electronically to the email address provided at purchase.
Products marketed as “personalized” are customized based on birth data and personal background information voluntarily submitted at purchase. Personalization does not imply live, one-on-one interaction with a human astrologer unless explicitly stated in the product description.
Product Availability — Ephemeral Campaign Model: Each product is tied to a specific astrological event and is available only during its campaign window. Once a campaign closes, the product is permanently removed from sale. This is a genuine product availability policy, not artificial scarcity.
3. Refund Request Window
Refund requests must be submitted within 14 calendar days of the original purchase date. Requests submitted after this window will not be processed except in the case of a documented, ongoing technical delivery failure that began within the window and was reported within it.
The 14-day window runs from the date of the confirmed payment transaction, not from the date of delivery. If you have not received your product within 72 hours of purchase, contact support immediately — do not wait for the window to close.
4. Right of Withdrawal — Digital Content and Personalized Products
4.1 Digital Content — Consent-Based Exception
Where applicable law provides a right of withdrawal or cooling-off period (such as the EU Consumer Rights Directive 2011/83/EU), that right may be lost once supply of digital content has begun, provided that: (a) you have given your prior express consent to immediate execution of the digital delivery; and (b) you have explicitly acknowledged that you thereby lose your right of withdrawal once delivery has begun. These two conditions are captured at our checkout at the time of purchase.
4.2 Personalized Products — Separate Exception
Where applicable law provides an exception for products that are clearly personalized or customized to the customer's specifications, our personalized astrological products (natal charts, personalized readings, transit reports based on submitted birth data) may qualify under that exception, subject always to the mandatory law of your jurisdiction.
5. Eligible Refund Grounds
A refund request is eligible for review only if it falls within one of the following four grounds. Requests that do not meet any of these grounds will not be approved, regardless of whether they are submitted within the 14-day window.
5.1 Technical Non-Delivery
You purchased a product, payment was confirmed, but the product was never received at the email address provided. Eligibility requires: (a) a support request submitted within the 14-day window documenting the non-receipt; (b) our team confirms the delivery email was not accepted by the recipient mail server or cannot be redelivered; (c) we are unable to provide a successful re-delivery within 72 hours of the documented support request.
Note on spam filtering: if the delivery email was accepted by your mail server but filtered to spam or junk, this constitutes a delivery event on our side. We strongly recommend checking spam and junk folders before submitting a non-delivery request.
5.2 Duplicate Charge
Your payment method was charged more than once for a single order. Eligibility requires verification against payment processor records confirming a duplicate transaction. We will process a full refund for any confirmed duplicate charge within 10 business days of verification.
5.3 Materially Wrong Product
The product delivered is materially and objectively different from what was described on the sales page at time of purchase — for example: a different product format (audio delivered instead of PDF), a different product topic, or a product containing another customer's data. Subjective dissatisfaction with astrological interpretations or symbolic language is explicitly excluded.
5.4 Unauthorized Transaction
There is demonstrable evidence that the purchase was made fraudulently without your authorization — for example, your payment credentials were stolen. Eligibility requires a credible claim of fraud corroborated by payment processor fraud records or a police report. In such cases, we cooperate fully.
6. Non-Eligible Grounds
The following circumstances do not constitute eligible grounds for a refund:
- Subjective dissatisfaction with astrological interpretations, predictions, recommendations, or symbolic content
- Change of mind after delivery has been confirmed, where immediate delivery consent was captured at checkout
- Failure to read the entertainment disclaimer or these Terms prior to purchase
- Technical issues with your own device, email client, browser, or internet connection that prevented access after delivery was confirmed
- Failure to download or access the product within the 30-day validity window of the delivery link
- Requests submitted more than 14 calendar days after the purchase date, unless a documented technical failure was reported within the window
- Requests based solely on a claim that astrological content was inaccurate or did not produce a predicted outcome
7. Decision Matrix — Common Scenarios
- Product never received — confirmed non-delivery to mail server: ✅ Eligible — Technical non-delivery
- Product in spam folder — delivery confirmed to mail server: ❌ Not eligible — Delivered
- Product delivered, opened, dissatisfied with content: ❌ Not eligible — Subjective dissatisfaction
- Product delivered but not yet downloaded — change of mind: ❌ Not eligible — Change of mind post-delivery
- Charged twice for the same order: ✅ Eligible — Duplicate charge
- Wrong product delivered (e.g. audio sent instead of PDF): ✅ Eligible — Materially wrong product
- Dissatisfied with astrological predictions — “didn't come true”: ❌ Not eligible — Entertainment content disclaimer
- Credentials stolen — genuinely unauthorized transaction: ✅ Eligible — Unauthorized transaction
- Requested refund on day 15 — no prior support contact: ❌ Not eligible — Time-barred
- Delivery link expired — not downloaded within 30 days: ❌ Not eligible — Access window elapsed
- Product contains another customer's data — clear production error: ✅ Eligible — Materially wrong product
- Dissatisfied with personalization — “not what I expected”: ❌ Not eligible — Subjective dissatisfaction
8. How to Request a Refund
8.1 Submission
Send an email to support@astrology-jennifer.com within 14 calendar days of your purchase date with:
- Subject line: Refund Request — [Your Order Number]
- The email address used for the purchase
- The product name and purchase date
- A clear description of the issue and the eligible ground you are claiming (see Section 5)
- Any relevant supporting information (screenshot of error, delivery confirmation, etc.)
8.2 Processing Timeline
- Acknowledgment from our team: Within 2 business days
- Review and verification: Within 5 business days
- Decision communicated: Within 5 business days
- Refund processed (if approved): Within 10 business days to your original payment method
- Funds reflected in account: 3–7 additional days depending on your card issuer / bank
8.3 Refund Method
Approved refunds are processed exclusively to the original payment method used for the purchase. We do not issue refunds via alternative payment methods, store credit, or gift cards.
8.4 Denial — Your Options
If your request is denied, we will provide a written explanation. You retain the right to seek any remedy available to you under applicable statutory consumer protection law, to contact your card issuer, or to file a complaint with the relevant consumer authority (FTC at ftc.gov/complaint, or your local consumer agency).
9. Payment Disputes and Chargebacks
Please Contact Us First. Before initiating a payment dispute with your card issuer, we respectfully ask that you contact our support team first at support@astrology-jennifer.com. Most issues — including delivery failures, billing errors, and unrecognized transactions — can be resolved directly within 2 business days. This is not a condition that restricts your rights.
A chargeback filed for a product that was validly delivered and falls outside the eligible grounds in Section 5 constitutes a breach of our Terms of Service. In response to any chargeback, we will submit order confirmation records, delivery confirmation logs, opt-in records, product description at time of purchase, and any prior support correspondence.
We recognize that chargebacks are a legitimate and necessary consumer protection mechanism in cases of genuine fraud. If your payment information was stolen and used to make a purchase you did not authorize, you have every right to dispute the transaction and we will cooperate fully.
10. Contact Information
Refund Requests: support@astrology-jennifer.com — subject: “Refund Request — [Order #]”
General Support: support@astrology-jennifer.com — acknowledgment within 2 business days
Legal / Disputes: legal@astrology-jennifer.com
Postal Address: FABEXS SERVICES SAS — 128 rue La Boétie, 75008 Paris, France