Cancellation & Rescheduling Policy

Soulalma Cancellation and Rescheduling Policy

This Policy applies to all Sessions, Packages and facilitated engagements. It is designed to set clear expectations around timing, cancellations and rescheduling while allowing reasonable flexibility.

For individual add-on Sessions, cancellations made more than forty-eight hours in advance may be refunded at seventy percent of the Session fee. Cancellations made between forty-eight and twelve hours in advance may be refunded at fifty percent. Sessions canceled within twelve hours, or Sessions the Client does not attend, are non-refundable. Rescheduling requests made more than forty-eight hours in advance may be accommodated without fee, subject to availability. Requests made between forty-eight and twelve hours in advance may require a rescheduling fee equal to fifty percent of the Session fee. Requests made within twelve hours, or missed Sessions, are forfeited. Refunds are processed to the original payment method, and third-party payment processing fees are not refundable.

For Packages purchased by individuals, cancellations made more than seven days before the first scheduled Session may be refunded at seventy percent of the total Package fee. Cancellations made between seven days and forty-eight hours before the first Session may be refunded at fifty percent. Cancellations made within forty-eight hours of the first Session, or any cancellation after the Package has begun, are non-refundable. Unused Sessions are non-transferable. In cases of documented hardship, Soulalma may, at its discretion, credit up to half of the unused value toward a future engagement.

For Packages purchased for teams, cancellations more than fourteen days in advance may receive a refund or credit less a twenty-five percent administrative fee. Cancellations between fourteen days and seventy-two hours may receive a fifty percent refund or credit. Cancellations within seventy-two hours, or failures to attend, forfeit the entire engagement fee. If a team engagement is rescheduled more than fourteen days in advance, one complimentary reschedule may be available. Rescheduling within fourteen days may require a fee equal to fifty percent of the engagement fee and may include reimbursement of non-refundable travel or venue costs. Rescheduling within seventy-two hours forfeits all fees. If the scope or size of the engagement changes, additional fees may apply.

If Soulalma must cancel or reschedule, reasonable notice will be provided. For individual Sessions and Packages, Soulalma will provide at least forty-eight hours’ notice when possible. If less notice is given, the Client may request a complimentary make-up Session or a refund for the affected Session. For team engagements, Soulalma will provide at least fourteen days’ notice when possible, and if less notice is given, the Client may elect a refund or credit.

Soulalma may consider exceptions in extraordinary circumstances such as serious illness, hospitalization or family emergency. Requests for exceptions must be submitted promptly with reasonable documentation and will be evaluated individually. This does not apply to routine scheduling conflicts or general inconvenience.