Reach a person, not a queue.

Sign in and open Get help. Choose what the message is about — a refund, a payment that was not matched, a reading that has not arrived, or birth details that need correcting — and describe what happened. We aim to reply within 3 working days, and much sooner for anything involving money.

Get help sits behind your account, so if you are locked out, start with Forgot your PIN on the sign-in page. It emails a six-digit code to the address on your account and lets you set a new PIN. For privacy the next screen looks the same whether or not an account exists, so it cannot be used to discover which emails are registered. We never ask for your PIN, and we will never send it to you.

The short version: a reading that has not yet been prepared can be refunded, and one that has been prepared cannot. The refund and cancellation policy sets out both cases in full, including what happens if a payment cannot be matched to your order.

To request a copy of your data, or to have your account and birth details erased, send a message through Get help and say which you want. Because it comes from inside your account, we already know the request belongs to you. See the privacy policy for what is held and for how long.

Send a further message through Get help, say that you are asking for it to be escalated, and explain why the first answer did not settle it. Escalated complaints are acknowledged within 48 hours and resolved within 30 days.