Refund Policy
Last updated: 08/01/2026
Thank you for purchasing from or working with Santoria. Please review this policy carefully before placing an order, purchasing a digital book, scheduling a Session, submitting payment for Services, or leaving an offering.
By completing a purchase or payment through this website, you acknowledge and agree to the terms below.
Physical Products
Due to the personal, sensory, small-batch, and hygiene-sensitive nature of many Santoria products, all physical-product sales are final.
Returns, refunds, or exchanges are not accepted for:
Changes of mind
Personal scent or texture preferences
Products that have been opened, used, altered, or handled
Failure to review the product description, ingredients, size, or use instructions before purchasing
Sensitivities or reactions that were not caused by a defect in the product
Minor variations in appearance, color, fragrance, or texture that may occur in handcrafted or small-batch products
Please review all product descriptions, ingredients, directions, warnings, and sizing information before completing your purchase.
Damaged, defective, leaking, or incorrect products
Please contact Santoria within five calendar days of delivery if your order arrives damaged, defective, leaking, or different from what you ordered.
Include:
Your full name
Order number
A description of the issue
Clear photographs of the product
Photographs of the shipping box or mailer
A photograph of the shipping label
Please retain the product and all original packaging until the issue has been reviewed.
When a claim is approved, Santoria may provide an appropriate replacement or refund for the affected item. Shipping damage or order errors must be documented before a resolution can be issued.
Order Cancellations
Physical-product orders may be canceled only if fulfillment has not begun.
Submit a cancellation request as soon as possible. A request does not guarantee that the order can be canceled, particularly once the order has been processed, packed, labeled, or shipped.
If Santoria is unable to fulfill an order, the affected order or item will be canceled and refunded. Federal rules require online sellers to either ship within the represented timeframe or provide the customer with an opportunity to accept a delay or receive a refund.
Digital Books and Library Purchases
All Library purchases and other downloadable materials are final sale and nonrefundable once access has been provided or the digital file has been delivered.
Because digital products cannot be physically returned, refunds will not be issued for:
Changes of mind
Accidental purchases
Failure to read the product description
Inability to use the material because of personal device settings or unsupported software
Dissatisfaction with the subject matter after accessing the material
Failure to download or save the file within the stated access period
Please review the product description, file type, device requirements, and contents before purchasing.
Contact Santoria within seven calendar days of purchase if:
You were charged twice for the same purchase
You received the wrong file
The supplied file is damaged or cannot be opened
You did not receive the promised access instructions
Santoria will first attempt to correct the delivery or technical issue. A refund may be considered when the issue cannot reasonably be resolved.
Digital books and Library materials are licensed for the purchaser’s personal use only and may not be copied, shared, reproduced, resold, uploaded, distributed, or commercially used without written permission.
Sessions
Payments for Sessions reserve a specific period of Santoria’s time and availability. Session purchases are therefore nonrefundable.
Rescheduling
A Session may be rescheduled one time when notice is provided at least 48 hours before the scheduled start time.
Rescheduling requests made with less than 48 hours’ notice are not guaranteed and may result in forfeiture of the Session payment.
The rescheduled appointment must be selected from available appointment times and completed within 60 days of the original appointment date, unless otherwise agreed in writing.
Late arrivals and missed Sessions
Please arrive on time and prepared for the Session.
Arriving late does not extend the scheduled end time. A client who does not attend, arrives too late for the Session to be meaningfully completed, or fails to provide adequate cancellation notice will be considered a no-show.
No-shows and forfeited appointments are not eligible for a refund or complimentary rescheduling.
Cancellation by Santoria
If Santoria must cancel a Session, the client may choose between:
Rescheduling the Session, or
Receiving a refund of the amount paid for the canceled Session
Santoria is not responsible for incidental costs incurred by the client in connection with a virtual or in-person appointment.
Creative Direction, Consulting, Design and Experience Services
Creative direction, consulting, design, project direction, experience curation, hosting, facilitation, and related professional Services are governed by the applicable proposal, scope of work, invoice, and signed agreement.
Unless an agreement expressly states otherwise:
Deposits and retainers are nonrefundable once time has been reserved or work has begun.
Payments for completed work are nonrefundable.
Payments covering research, analysis, planning, concepts, designs, meetings, preparation, or deliverables already completed are nonrefundable.
The client remains responsible for approved work performed through the cancellation date.
The client remains responsible for non-cancelable third-party expenses and commitments.
Vendor, venue, contractor, printing, travel, production, licensing, material, and collaborator costs are subject to the third party’s own cancellation and refund terms.
A change in the client’s preferences, leadership, timeline, funding, internal approval, or decision to discontinue a project does not automatically create a right to a refund.
If a client ends an engagement before completion, any unearned portion of the payment will be handled according to the signed agreement and the work completed or committed at the time of cancellation.
If Santoria terminates an engagement without completing the contracted work, any refund due for unearned Services will be calculated according to the agreement.
Public Events and Ticketed Experiences
Unless otherwise stated on the event page, registrations and tickets are final sale.
Tickets may be transferred to another attendee when Santoria receives notice before the event and the transfer does not conflict with the event’s eligibility, capacity, or safety requirements.
If Santoria cancels an event, the ticket or registration price will be refunded. Santoria is not responsible for transportation, lodging, childcare, missed work, vendor purchases, or other expenses incurred by an attendee.
If an event is postponed or rescheduled, registration will ordinarily transfer to the new date. Any additional options will be communicated directly to registered attendees.
Support the Work Offerings
One-time and recurring offerings made through Support the Work are voluntary contributions and do not purchase a product, Session, Service, personal response, priority access, or guaranteed outcome.
Offerings are nonrefundable except in the case of a verified duplicate or unauthorized transaction.
Recurring offerings may be canceled to prevent future charges. Canceling a recurring offering does not retroactively refund contributions already processed.
Sale, Promotional and Gifted Items
Unless otherwise stated:
Sale and promotional purchases are final.
Discount codes cannot be applied retroactively.
Free, complimentary, gifted, or promotional items have no refundable cash value.
Original shipping charges are nonrefundable except when required because Santoria cannot fulfill the order or made an error affecting the entire shipment.
Refund Processing
Approved refunds are issued to the original payment method.
Once a refund is submitted, the time required for it to appear depends on the payment processor and the customer’s financial institution. Squarespace supports full and partial Commerce refunds, but the transaction cannot be undone after it is issued.
Santoria cannot issue a refund to a different person, account, card, or payment method.
Chargebacks and Payment Disputes
Please contact Santoria first if you believe a payment, order, or transaction was processed incorrectly.
Submitting a chargeback does not cancel contractual responsibilities for Services already performed, products already delivered, or authorized payments. Santoria reserves the right to provide order records, delivery confirmation, correspondence, accepted policies, booking records, signed agreements, and completed work to the payment processor when responding to a dispute.
Fraudulent or abusive payment disputes may result in refusal of future orders, Sessions, or Services.
Contact
Questions or eligible requests under this policy should be submitted through the website contact form or sent to:
hello@santoria.org
Include your name, order or invoice number, purchase date, and a clear description of the issue.
Submitting a request does not guarantee that a refund, return, exchange, cancellation, or rescheduling request qualifies under this policy.