Refund Policy

Purchase refunds

To request a refund, email HeldJoy with the email address you used at checkout and the session you paid for. Approved refunds are returned to your original payment method through Stripe, our payment processor. Nothing here limits statutory consumer rights.

How to request a refund

To request a refund or get help with a HeldJoy session request, email heldjoyconnect@gmail.com. Include the email used for checkout and your purchase reference, if available; do not send card details.

Session cancellations

Contact HeldJoy by email to cancel an agreed session. A $4.99 late-cancellation fee applies at or within 24 hours before the agreed session start, including exactly 24 hours beforehand. It does not apply more than 24 hours beforehand.

Cancelling more than 24 hours before the agreed start receives a full refund. Cancelling at or within 24 hours receives a refund of the session price minus $4.99. Any $4.99 late-arrival fee requires a separate payment authorised by you and is never charged automatically. Each session is a separate one-time purchase, without subscriptions or recurring payments. Refunds return to your original payment method. This does not override statutory rights.

Payment is not an appointment confirmation

Completed payment saves a session request. Your appointment time is confirmed only once you choose it on HeldJoy’s scheduling page or agree it with Joy. If a suitable time cannot be arranged, contact HeldJoy to request a refund.