Refund policy

Completed one-time purchases are generally non-refundable because each order reserves delivery capacity and post-purchase work.

This applies whether the order is placed by the participant or by an authorized buyer on their behalf.

A refund request may be reviewed where required by law or where Hourglass confirms a duplicate charge, a proven technical/payment issue on Hourglass's side, or a failure by Hourglass to send required booking instructions within the stated 24-hour window.

Except where applicable law requires otherwise, no other refund situation is promised on this site.

Unless required by applicable law, refunds are not provided for change of mind, scheduling inconvenience, dissatisfaction based only on subjective preference, failure to monitor the order email, or issues caused by inaccurate information supplied by the buyer.

Refunds are not provided if the buyer provides the wrong email, fails to monitor email, does not take reasonable steps to complete the purchased flow, misses a required delivery step without notice, or causes fulfillment to stall after purchase.

If a pack includes a booking step that needs to move, use the booking link or contact support as early as possible.

Hourglass may offer a replacement slot by email where operationally feasible, but no fixed number of reschedules is promised.

If a participant arrives materially late to a booked pack call, that step may be shortened to fit the remaining time in the slot.

If a required booked step is missed without notice, Hourglass may treat that step as delivered or require an additional booking fee before rescheduling, unless Hourglass decides otherwise.

Buyers are expected to use the delivery information sent after purchase within a reasonable time. If fulfillment stalls because the buyer does not monitor the order email or does not take reasonable steps to complete a required step, Hourglass may treat the order as expired, fulfilled, or no longer eligible for rescheduling or refund review.

To request help with a refund issue, contact [email protected] and include the order email, the pack purchased, and the reason for the request.

Requests based on a missing booking email should be sent promptly after the 24-hour booking-email window has passed.

Before initiating a chargeback, contact Hourglass so the issue can be reviewed directly and professionally.

If a dispute is opened, Hourglass may respond using order records, booking records, delivery records, policy acknowledgements, and related communications.