We want every purchase to genuinely serve you. This page explains, honestly and clearly, how cancellation and refunds work for each kind of product.
The principle
Most of what we offer is digital content you receive access to right away. Under the Israeli Consumer Protection Law, digital information products of this kind are generally not subject to a cancellation right once access has been given. The terms below are the policy we choose to offer, and they never limit any right you do have under the law.
Self-paced courses and digital products
Because these are delivered digitally and access is given immediately, all sales of self-paced courses and digital products are final. The one exception is a product that clearly offers a satisfaction guarantee on its own page: in that case the terms shown there apply, and we will honour them in good faith, with goodwill and care. If a genuine technical problem prevents you from accessing what you paid for, contact us and we will make it right. Please choose with care, and reach out with any question before you buy.
One-to-one coaching
You may cancel a one-to-one coaching purchase within 14 days of buying it, as long as this is at least two business days before your first session, for a refund less any cancellation fee permitted by law. Once a coaching session has taken place, that session is not refundable. If you need to move a scheduled session, contact us as early as you can and we will do our best to find a new time.
Memberships
You can cancel a membership at any time. Cancellation stops any future billing, and you keep access until the end of the period you have already paid for. Months that have already begun are not refunded.
Payment plans
Where a product is offered with a payment plan, choosing it is a commitment to the full price. The remaining instalments stay due even if you stop using the product.
Chargebacks
If something is wrong, please talk to us first, so we can help. Opening a payment dispute or chargeback without contacting us may lead to your access being suspended while it is reviewed.
How to request a cancellation or refund
Write to hello@theshaena.com with your order details and we will take care of it. Approved refunds are returned to your original payment method, usually within a few business days, depending on your payment provider.
Contact us
Any question about a refund is welcome at hello@theshaena.com.