1. Spiritual readings & services

• Payment is required before services begin.
• All necessary booking information must be provided.
• Completed and delivered services are nonrefundable, except where required by law.
• Changes or cancellations must be requested before services begin.
• If Nuwahouse cannot complete a purchased service, a refund or mutually agreed alternative will be provided.

2. Turnaround times

Standard readings

• Standard turnaround time is up to 72 hours.
• Same-day services are available when announced or approved, and may require additional fees.
• Turnaround times begin after payment confirmation and receipt of all required information.
• Customized services may require additional time.

Rituals & scheduled services

• Rituals are completed on their scheduled dates.
• Photos, videos and updates are provided after completion when included in the booking.
• Additional processing time may apply.

Physical products

• Processing times vary for ready-to-ship and custom orders, and will be communicated when you order.
• Shipping time is separate from processing time.

Nuwahouse may adjust turnaround times when necessary. Clients will be notified of significant changes.

3. Scheduling & appointments

• Appointments must be scheduled in advance. Payment and confirmation secure your appointment.
• Please be available at your scheduled time.
• Submit rescheduling requests at least 24 hours in advance when possible.
• Missed appointments may require a new booking. Any applicable fees are disclosed before booking.

Nuwahouse may modify appointment availability and scheduling when necessary.

4. Official business communication

All business communication goes through our official contacts: bookings, order updates, scheduling, shipping, product questions and customer service.

• Allow 24–48 business hours for responses. Messages are answered according to availability.
• Multiple messages do not guarantee a faster response.
• Social media DMs are not the preferred way to reach us for business, and personal accounts should not be contacted about business.
• Messages received outside business hours are answered during the next business period.
• Respectful communication is required.

5. Returns, refunds & exchanges

Readings & services

• Completed services are nonrefundable, except where required by law.
• Refund requests for services that have not begun are reviewed case by case and according to applicable law.
• Rescheduling requests must be made before the appointment whenever possible.

Digital products

• Delivered digital products are generally nonrefundable, subject to applicable law.

Physical products

• Used or opened personal-care products are not eligible for change-of-mind returns.
• Worn, altered or used wigs and hair extensions are not eligible for change-of-mind returns.
• Custom-made items may have limited return eligibility.
• Report damaged, defective, missing or incorrect products within 48 hours of delivery when possible. Order details and photos may be requested.
• Eligible concerns are reviewed for a refund, exchange or replacement.

Your consumer protection rights still apply.

6. Shipping & order processing

• Processing times vary by product. Custom orders may need extra preparation time.
• Shipping fees vary by order and destination.
• Tracking information is provided when available.
• You are responsible for giving an accurate shipping address. Report incorrect details immediately.
• Shipping delays are communicated when information is available.

7. Payments & booking confirmation

• Payment must be confirmed before orders are processed or services begin.
• Specials, promotions and discounts are valid only during their announced periods.

8. Client privacy

• Client information is used for business purposes.
• Private conversations and reading details will not be intentionally shared publicly without permission, except where legally required.
• Reviews, testimonials and screenshots are shared only with appropriate permission.
• Please avoid sending unnecessary sensitive personal information.

9. Professional boundaries

• Please respect business hours and scheduled appointments. Responses outside business hours are not guaranteed.
• Payment does not guarantee immediate access or delivery unless specifically agreed.
• Respectful communication is expected.
• Nuwahouse may decline future services when appropriate, subject to existing obligations and applicable law.

10. Policy changes & updates

• Nuwahouse may update policies, pricing, services, scheduling, turnaround times and product availability at any time as the business evolves.
• Updated policies are posted or shared through official Nuwahouse platforms. Please review the current policies before each new purchase or booking.
• Changes never retroactively override agreed purchase terms or your consumer rights.