The short version
If your Deep Report is not right for you, ask for a refund within 30 days and we refund you in full. The quickest way is our short refund form, and a plain email to hello@fathomself.com works just as well and needs only your order details. You also see your Free Reading before you buy, so you know what you are getting. And if something is wrong with your report, you have rights under the law, and we put it right.
The same applies to what you can add to your Deep Report: the audio version, a Deep Report for someone else, and the Three-Year Reading. Anything you buy after your Deep Report is its own order, so its 30 days start from when you bought it, and you ask for it with that order’s reference. Audio added at checkout is part of your Deep Report’s order. A Three-Year Reading you received free through the share reward cost you nothing, so there is nothing to refund.
You never have to use the form. Emailing us your order details is always enough.
When we refund you
We give you a refund if:
- You paid but did not receive your report.
- Your report was empty, incomplete, or clearly broken.
- You were charged the wrong amount or charged twice.
- The report was not as described.
Refunds can be requested within 30 days, whether you changed your mind or your report was faulty, missing, or wrongly charged. Your rights under the Consumer Guarantees Act 1993 are not limited by these timeframes.
If any of these happen, email hello@fathomself.com with your order details and we sort it out, including a full refund where that is the right outcome.
Change of mind
If your report is not right for you, ask within 30 days of purchase and we give you a full refund. Use our quick refund form, or email hello@fathomself.com with your order details, whichever you prefer.
If you change your mind within 30 days of buying a gift card and the gift hasn't been redeemed, we refund you in full. The buyer asks for the refund, and it goes back to the card they paid with. The gift code then stops working. Once a gift has been redeemed, it can't be refunded for a change of mind. This doesn't affect anyone's rights if the report is faulty.
Your rights under New Zealand law
If you are a New Zealand consumer, the Consumer Guarantees Act 1993 gives you guarantees we cannot exclude. Your report must be of acceptable quality, fit for its purpose, and match how we described it. If it does not, you are entitled to a remedy, which may include a refund. This policy does not take those rights away.
Your rights if you live elsewhere
If you live outside New Zealand, you may have further consumer rights under the law where you live, and nothing in this policy removes rights that cannot legally be excluded.
How payments and refunds are processed
Your payment is handled by Stripe, our payment provider. Refunds go back to your original payment method through Stripe, and Stripe's terms also apply.
We action every refund request within two business days of receiving it. Once we have sent a refund, it usually takes a few business days to appear, depending on your bank, and some banks take five to ten business days to show the money.
Chargebacks
If you think there is a problem with your purchase, email us first at hello@fathomself.com. We can almost always resolve it faster than a chargeback, and we would rather fix it directly.
Contact
For any refund question, email hello@fathomself.com or use the contact page.