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Refund Policy

Session time is bought up front as session credits — blocks of minutes paid for via Stripe. Booking a session spends minutes from your balance; cancelling one returns minutes to it. This policy describes when time comes back, when money comes back, and how to ask for either. Free consultations booked via the application form involve no payment and nothing is at stake when they change.

Credits do not expire. Time you have paid for stays on your balance until you book with it.

Cancelling a session

You can cancel a booked session yourself, from your account or from the manage link in your confirmation email, at any point before it starts. Cancelling is never refused for being close to the session; how much time returns to your balance is what depends on the timing:

  • More than 48 hours before the session: the whole session returns to your balance.
  • 48 hours before the session or less: half of the session returns to your balance. A 60-minute session returns 30 minutes.
  • After the session has started: the time stays spent, and self-cancelling is no longer available. Email noah@noahratzan.com if you think some of it should come back, and I will decide case by case.

The exact number of minutes is shown to you before you confirm a cancellation, and it is the same figure that is then written to your balance.

Moving a session

  • Moving a session costs nothing and returns nothing — the same minutes follow the booking to its new time.
  • A paid session can be moved up to three times. After that, cancel and rebook, or email me.
  • Free sessions, including research conversations and fit consults, can be moved as often as you need. There is no limit and no counter.
  • The new slot has to be at least 24 hours away, which is the same notice required to book a slot in the first place. There is no separate rule for moving.

Being close to your session does not stop you moving it. If you are inside 48 hours, moving is better for you than cancelling and rebooking, because a cancellation at that point returns only half the time.

If I cancel

If I cancel a session for any reason within my control, the whole session returns to your balance regardless of how close to the start it was. The timing rule above applies only to cancellations you make. Disruptions caused by a third-party service outage or another event outside my control are handled under Service outages below.

Service outages and events outside my control

Sometimes a session cannot run as intended because of a problem with a third-party service I rely on — an outage of Claude Code or Anthropic, another AI tool, or a cloud or internet provider — or another event outside my reasonable control. Because the cause is outside my control, these are resolved by rescheduling at no cost:

  • If such an outage affects or prevents your session, you may reschedule at no cost, no matter how close it is to the session time, including during the session itself.
  • This does not reduce anything you are already entitled to above. You can still cancel under the normal rule, whether or not an outage is happening.
  • If a session repeatedly cannot be completed because of ongoing outages, email noah@noahratzan.com and I will find a fair resolution, which may include returning the time or refunding money at my discretion.

Refunds of money

The rules above return time to your balance. Getting money back for credits you have bought and not used is a separate request, and there is no automatic path for it: email noah@noahratzan.com and I will decide case by case. Since credits do not expire, unused time is never lost by waiting.

Unsatisfactory sessions

If you are not satisfied with a session, email noah@noahratzan.com within seven (7) days of the session to discuss a resolution. Resolutions may include, at my discretion: returning the session time to your balance, a complimentary follow-up session, or a partial or full refund of money. Satisfaction with any code or output produced during a session is governed by the Terms of Service, not this refund policy.

Refund processing

Where money is refunded, it goes back to the original payment method through Stripe. Refunds typically appear on your statement within 5–10 business days, though timing depends on your bank or card issuer. Returns of session time are immediate and visible on your balance straight away.

For a money refund request, email noah@noahratzan.com with:

  • Your Stripe receipt or payment confirmation
  • Which credits the request covers
  • Reason for the refund request

Stripe processing fees

Refunds include the full amount you paid. Stripe processing fees associated with the original transaction are borne by me and not deducted from the refund.

Chargebacks

If you believe a charge is incorrect, please email me before initiating a chargeback with your card issuer. Most disputes can be resolved directly and far more quickly than the chargeback process, which can take weeks.

Last updated: September 2, 2026