Returns & Refunds Policy

Last updated: 30 October 2026

This policy explains how cancellations, returns and refunds work for everything you can buy from BOTarot: private and live readings, wallet top-ups, digital guides and courses, and merch. It applies worldwide and never reduces the rights you have under the consumer law of your country — in the UK and EU, that includes a 14-day right to cancel most online purchases, described below.

Private readings

• You can cancel for a full refund at any time before Bo starts your reading.
• When you book, you ask us to start your reading straight away, within your 14-day cancellation period. Once your reading is complete, it can no longer be cancelled. If you cancel after Bo has started but before it is delivered, we refund the part not yet done.
• If your reading is not delivered within the promised time, you can choose a full refund.

Live chat, voice and video readings

• The first 30 seconds of every session are free, so you can say hello and check the connection before you pay.
• Minutes used after that are for a service fully performed at your request, so they are not refundable.
• If a session drops or fails because of a problem on our side, we refund the minutes affected to your wallet or your card — your choice.

Wallet top-ups

• You can get a full refund of unused credit within 14 days of buying it, to your original payment method. Any bonus credit is removed.
• After 14 days, unused credit stays in your wallet for future readings. If you close your account, email us and we will refund any remaining paid (non-bonus) credit.
• Credit already used is not refundable.

Digital guides, workbooks and courses

Digital content is delivered straight away. At checkout you agree to immediate delivery and acknowledge that you lose your 14-day right to cancel once the download or access begins. If a file is faulty, won’t open or isn’t as described, email us and we will send a working copy or refund you.

Merch

Our merch is printed on demand by our production partner, Printful, and shipped directly to you.

• Damaged, faulty, misprinted or wrong item: email us within 30 days of delivery with your order number and a photo. We send a free replacement or a full refund, and you don’t need to send the item back.
• Change of mind (UK, EU and other countries with a cooling-off right): you can cancel within 14 days of receiving your item. Tell us within that time, then send the item back unused within 14 days. We refund the item price and standard delivery within 14 days of getting it back. You pay the return postage. Items personalised to your own specification (for example with your name) cannot be returned unless faulty.
• Everywhere else: because items are made to order, we cannot accept change-of-mind returns, but faulty items are always covered as above. Please check the size guide before ordering.
• Parcel not arrived: tell us within 30 days of the estimated delivery date and we will trace it or send a replacement.
• Wrong address or not collected: if a parcel comes back because of an address error or wasn’t collected, we can resend it at your cost.

How to cancel or ask for a refund

Email bo@botarot.com with your order or booking number and what went wrong. You can use the model form below, but you don’t have to.

Model cancellation form (copy into an email): To bo@botarot.com: I hereby give notice that I cancel my contract for the following goods/services: [ ]. Ordered on [ ] / received on [ ]. Name: [ ]. Address: [ ]. Date: [ ].

Approved refunds go back to the payment method you used, within 14 days. We never charge a fee for refunds.

Your legal rights

Nothing in this policy affects your statutory rights. In the UK, the Consumer Rights Act 2015 gives you rights for faulty goods, digital content and services; in the EU, you have at least a 2-year legal guarantee for goods. Other countries have similar protections.