Refund Policy

Version 2026-09-10.1 · Effective September 10, 2026

Each reservation is governed by the version of this policy in effect when the reservation was made. Later versions do not change the version recorded for an earlier reservation.

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

Heala is operated by Heala House LLC, a New York limited liability company. Heala House LLC is the vendor for all orders placed through this website and handles customer-service inquiries, cancellations, and refunds. Payments are processed securely by Stripe, our payment processor.

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 gathering’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’s cancellation policy.

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.

Refund Amount

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

The small card-processing service fee paid at checkout is not refundable when you cancel a reservation yourself. This fee is retained by our payment processor even when the rest of the ticket and charity-designated portion are refunded.

When Heala cancels or materially reschedules a gathering, the refund covers the full amount you paid, including the card-processing service fee.

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

When an eligible cancellation is submitted, your reservation is canceled and the refund is issued to Stripe for processing right away. A refund may show as pending briefly before it is confirmed. We email you when the cancellation is received and again once the refund is confirmed.

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. If a refund has not arrived within ten business days of confirmation, email hello@heala.house and we will look into it with our payment processor.

If Heala 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 Reschedules a Gathering

If we materially change a gathering’s date, time, or location, your reservation will carry over automatically and we will email you the new details. You may keep your reservation or request a full refund at any time before the rescheduled gathering begins. The normal 24-hour cancellation restriction does not apply when Heala materially reschedules a gathering.

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 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.