Refund Policy

At Stella Self, we want you to feel confident and satisfied with your purchase. This Refund Policy explains when and how you can request a refund for purchases made through our website at stellaself.com (the "Website"). By making a purchase, you agree to the terms of this policy.

If you have any questions about this Refund Policy, please contact us at support@stellaself.com.

1. Our Refund Commitment

We strive to provide high-quality psychology tests and detailed reports that offer genuine value for your self-discovery journey. If you are not satisfied with your purchase, we will do our best to make it right. We ask only that you review the conditions below to help us process your request fairly and efficiently.

2. Eligibility for Refunds

2.1 General Refund Window

You may request a refund within 7 days of your purchase date, subject to the conditions below. Refund requests submitted after 7 days will generally not be eligible, except in cases of technical issues as described in Section 2.3.

2.2 Content Access and Refund Eligibility

Refund eligibility depends on whether you have accessed or extensively used the purchased content:

• If you have not unlocked or viewed the detailed report: You are generally eligible for a full refund within the 7-day window.
• If you have unlocked and viewed the detailed report: We may not be able to issue a refund, as digital content that has been accessed or consumed cannot be returned. However, we will review each request on a case-by-case basis.
• If you have partially accessed the content: Refund eligibility will be assessed based on the extent of usage and the nature of the product purchased.

We reserve the right to decline refund requests where the content has been substantially accessed, downloaded, or shared, as digital products cannot be returned in the same way as physical goods.

2.3 Technical Issues

If you experience a technical problem that prevents you from accessing or using your purchased report (for example, a server error, broken link, or account-related issue that is our fault), you are eligible for a full refund regardless of the 7-day window or content access status. We may first attempt to resolve the technical issue before processing a refund.

To report a technical issue, please contact us at support@stellaself.com with a description of the problem and any relevant screenshots or error messages.

2.4 Duplicate Purchases

If you accidentally purchase the same report or subscription twice, we will issue a full refund for the duplicate purchase upon verification.

2.5 Unauthorized or Fraudulent Purchases

If you believe a purchase was made without your authorization, please contact us immediately at support@stellaself.com. We will investigate the transaction and, if confirmed as unauthorized, issue a full refund.

2.6 Refund Assessment Criteria

When reviewing refund requests, we consider the following factors: the time elapsed since purchase, the extent to which the content has been accessed or used, the nature of the issue reported (if any), your history of refund requests, and whether the request aligns with our stated policy. We make every effort to be fair and consistent in our decisions, but the final determination rests with Stella Self.

3. Non-Refundable Items and Situations

The following purchases and situations are generally not eligible for refunds:

• Lifetime Access: Purchases of lifetime access packages are final and non-refundable unless a technical issue prevents access.
• Content Fully Accessed: If you have fully unlocked, viewed, and used the detailed report or subscription content, a refund may not be granted, as the digital product has been consumed.
• Violation of Terms of Service: If your account has been terminated or suspended due to a violation of our Terms of Service, you are not eligible for a refund.
• Third-Party Payment Issues: Refunds are not available for issues arising from your bank, payment provider, or other third-party services outside of our control.
• Change of Mind After Extensive Use: Refunds are not generally granted for change of mind if you have already accessed and used the content extensively.
• Promotional or Gift Purchases: Purchases made with gift cards, promotional credits, or as part of a special offer may have additional restrictions. Please refer to the specific terms of the promotion.

We reserve the right to make final decisions on refund eligibility based on the specific circumstances of each request.

4. How to Request a Refund

4.1 Contact Us

To request a refund, please send an email to support@stellaself.com with the following information:

1. Your full name and email address associated with your Stella Self account.
2. The order confirmation number or receipt (if available).
3. The date of purchase.
4. A brief explanation of why you are requesting a refund (e.g., "not satisfied," "technical issue," "accidental purchase").
5. Any relevant details or screenshots if you are reporting a technical issue.

4.2 Refund Review Process

Upon receiving your refund request, we will:

1. Acknowledge receipt of your request within 1-2 business days.
2. Review your purchase history, account activity, and the reason for the request.
3. Respond to you with our decision and any next steps within 3-5 business days.

We aim to process all refund requests fairly and promptly. In some cases, we may ask for additional information to help us evaluate your request.

5. Refund Method and Timing

5.1 Refund Method

Refunds will be issued to the original payment method used for the purchase (e.g., the credit card or account used via Creem). If the original payment method is no longer available or valid, we will work with you to find an alternative solution.

5.2 Processing Time

Once a refund is approved, it will be processed within 5-10 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider. Some institutions may take additional time to post the refund to your statement.

5.3 Currency

Refunds will be issued in the same currency and amount as the original purchase, subject to any fluctuations in exchange rates if applicable. Any transaction fees or currency conversion charges imposed by your bank or payment provider are outside our control and may not be refundable.

6. Cancellation vs. Refund

6.1 Canceling a Subscription

Canceling your subscription stops future billing but does not automatically result in a refund for payments already made. If you cancel your monthly subscription, you will continue to have access to the subscription benefits until the end of the current billing period, but future payments will not be charged.

6.2 Refunding a Subscription

If you wish to receive a refund for a subscription payment, you must submit a separate refund request in accordance with this Refund Policy. Please note that we generally refund only the most recent subscription payment, not historical payments.

6.3 Lifetime Access

Lifetime access purchases are one-time payments. Canceling your account does not entitle you to a refund for lifetime access unless a technical issue prevents you from accessing the content.

7. Special Circumstances

7.1 Force Majeure

In the event of circumstances beyond our reasonable control (such as natural disasters, wars, acts of terrorism, government restrictions, or major technical failures affecting our infrastructure), we may suspend our Services and refund policies temporarily. We will notify users of such events via the Website or email and make reasonable efforts to restore normal operations.

7.2 Service Discontinuation

If we decide to discontinue a specific test, report, or feature, we will make reasonable efforts to notify affected users and provide alternative solutions, which may include refunds on a case-by-case basis.

8. Dispute Resolution

If you are dissatisfied with our refund decision, we encourage you to contact us first at support@stellaself.com so we can attempt to resolve the matter amicably. We are committed to addressing your concerns fairly and transparently.

If we cannot reach a mutually satisfactory resolution, any dispute will be subject to the dispute resolution provisions outlined in our Terms of Service, including the governing law and jurisdiction clauses.

9. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or payment processing arrangements. If we make material changes, we will post the updated version on the Website with a revised "Last Updated" date. We encourage you to review this policy periodically.

Your continued use of our Services and purchases after any changes indicates your acceptance of the revised Refund Policy.

10. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:

• Email: support@stellaself.com
• Website: stellaself.com

We will make every effort to respond to your inquiry promptly and help you resolve any issues.

This Refund Policy is effective as of June 18, 2026. Please note that this document is provided for informational purposes and does not constitute legal advice. We recommend consulting with a qualified attorney to ensure full compliance with all applicable laws and regulations.