Refund Policy

Last updated: August 31, 2026

This Refund Policy explains when a reservation for a Heala House gathering can be canceled, when a refund is available, and what happens if Heala House has to change or cancel an event. It applies to all tickets and reservations purchased through this website and is incorporated into our Terms & Conditions.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

Automatic Cancellation Refunds

Tickets are eligible for an automatic full refund when cancellation is requested at least 24 hours before the gathering begins. Eligible cancellations can be made through the gathering's page while signed in to the account used to reserve, or by contacting us at hello@heala.house for assistance — including if you reserved as a guest without creating an account.

The 24-hour window is measured against the event's scheduled start time in New York (Eastern Time). Cancellations inside that window, and no-shows, are not eligible for an automatic refund under Heala House's cancellation policy.

Paddle Refund Requests

Separately, buyers may submit a refund request to Paddle within 14 days of their transaction, including when the gathering is less than 24 hours away. Paddle reviews these requests under its Buyer Refund Policy and applicable law. Submitting a request does not guarantee that a refund will be approved, except where you have mandatory legal rights. Requests can be submitted through paddle.net or by contacting hello@heala.house. Heala House honors and processes every refund Paddle approves.

Last-Minute Cancellations

If you need to cancel inside the 24-hour window, you can release your spot through the gathering's page so someone else can join. This is not eligible for an automatic refund under our cancellation policy, but you may submit a refund request to Paddle under its refund policy, and you can always reach us at hello@heala.house — we'll do our best to help.

Refund Amount

Eligible cancellations are refunded in full, including the charitable contribution portion of the ticket and any tax collected at checkout. We do not offer partial refunds, credits, or vouchers.

Non-Transferable Tickets

Reservations are personal and non-transferable. They cannot be resold, gifted, reassigned to another person, or moved to a different gathering. If you can no longer attend, cancel through the options above.

How Refunds Are Processed

Paddle acts as the Merchant of Record for all purchases and processes every refund. When an eligible cancellation is submitted, the refund is submitted to Paddle and your reservation is canceled. Depending on Paddle's review, a refund may show as pending briefly before it is confirmed. We email you when the cancellation is received and again once Paddle confirms the refund.

Approved refunds are returned to your original payment method. The time it takes for an approved refund to appear may vary depending on the payment method used and the financial institution involved. You can also review your purchase and contact Paddle directly at paddle.net.

If Heala House Cancels a Gathering

If we cancel a gathering for any reason, every attendee receives an automatic full refund — no request needed — and an email confirming the cancellation. The 24-hour rule does not apply to cancellations we initiate.

If Heala House Reschedules a Gathering

If we move a gathering to a new date or time, your reservation carries over automatically and we email you the new details. Our normal cancellation terms then apply to the newly scheduled start time: you may cancel for an automatic full refund up to 24 hours before the new start time, and the 14-day Paddle refund-request window continues to run from your original transaction date.

Waitlists

Joining a waitlist is free and never charges your card. If a spot opens, we email everyone on the waitlist and the first person to reserve gets it. Reservations made from a waitlist are covered by this policy in the same way as any other reservation.

Chargebacks

If you have a problem with a charge, please contact us or Paddle before disputing it with your bank — we can almost always resolve it faster together. A chargeback invalidates the associated reservation and admission to the gathering.

Questions

If you are unsure whether you qualify for a refund or need help with a payment issue, email hello@heala.house and we will respond as soon as we can.