REFUND POLICY

Effective Date: Nov. 21, 2025
Operated by Sioux Ink LLC, DBA “The Emotional Support Line”
Business Address:
1905 N Sherman St, Ste 200, PMB 1405
Denver, CO 80203
Contact: ESLCareTeam@gmail.com

1. Overview

This Refund Policy explains how refunds are handled for services purchased from The Emotional Support Line (“ESL,” “we,” “our,” or “us”).

By purchasing or using our services, you agree to this Policy.

Our business model is based on the commitment of time, presence, and emotional labor.
Therefore, refunds are limited and clearly defined.

2. No Refunds After Call Time Begins

Once any portion of a session, call, or appointment has begun, no refunds will be issued.

This includes:

  • phone sessions

  • scheduled calls

  • subscription-based calls

  • bonus calls

  • discounted calls

  • promotional sessions

Our time, expertise, and emotional presence are provided immediately when a session begins, and therefore cannot be returned.

3. Refunds for Unused Session Credits Only

Refunds may be issued only for unused session credits, under the following conditions:

  • the session credit has not been used to initiate a call

  • the refund request is made within 30 days of purchase

  • the request is submitted in writing to ESLCareTeam@gmail.com

Unused credits older than 30 days are not refundable.

⭐ 3A. Option to Donate Unused Credits (“Pay It Forward Circle”)

If you have unused session credits and no longer need them for yourself, you may choose to donate those credits to someone who is experiencing financial hardship, emotional distress, or temporary crisis.

Donated credits are:

  • given anonymously

  • offered directly to callers in need

  • used solely for emotional support sessions

  • distributed at ESL’s discretion

  • non-refundable once donated

This program allows callers with financial constraints to receive emotional support during difficult times.

To donate unused credits, email: ESLCareTeam@gmail.com
Subject Line: Pay It Forward Circle

By choosing to donate, you acknowledge that donated credits may not be returned to you and that ESL retains full discretion over when and how they are used.

4. Subscription Refunds

Subscription fees are non-refundable once charged.

Subscribers may:

  • cancel future renewal at any time

  • retain their remaining monthly call credits until the end of the billing cycle

Subscriptions do not retroactively refund unused time or credits.

5. Missed Appointments / No-Shows

If you miss a scheduled appointment or fail to answer your phone at the designated time:

  • the session credit will be marked used

  • no refund will be issued

  • you may schedule another session only by using an additional credit or purchasing another session

This policy ensures fairness to practitioners and protects their time.

6. Late Arrivals

If you join a scheduled session late:

  • the session will end at the originally scheduled time

  • the full session credit is still considered used

  • additional time requires purchasing additional credit

7. Call Drop / Technical Issues

If a call is dropped due to your network connection, cellular issues, or battery loss:

  • the session is still considered used

If a call is dropped due to an ESL system or provider issue, we may issue:

  • a replacement session credit at our discretion

8. Chargebacks and Payment Disputes

Filing a bank dispute or chargeback without first emailing us at ESLCareTeam@gmail.com to resolve the issue may result in:

  • account termination

  • inability to purchase future sessions

  • refusal of service

This protects our workers from fraud and misuse.

9. Promotional or Scholarship Sessions

Promotional, gifted, scholarship, or discounted sessions:

  • are not refundable

  • have no cash value

  • may not be exchanged for other sessions or credits

10. Exceptional Circumstances

We reserve the right to issue a refund outside this Policy only in extraordinary circumstances, such as clear processing errors.

This is rare and at ESL’s sole discretion.

11. Forfeiture of Credits Due to Abusive or Harmful Behavior

If a caller violates the Caller Code of Conduct, including but not limited to:

  • abusive, threatening, manipulative, or harassing behavior

  • sexual content or misconduct

  • attempts to coerce, intimidate, or control supporters

  • hate speech or discriminatory language

  • intoxication or impaired communication

  • repeated boundary violations

  • creating unsafe dynamics for supporters or other callers

Then:

✔ All unused session credits are immediately forfeited

✔ No refund will be provided

✔ ESL may permanently block or terminate service

✔ Forfeited credits will be donated to the Pay It Forward Circle

✔ ESL retains sole discretion in determining violations

This policy protects supporters, preserves emotional safety, and ensures abusive behavior does not result in financial loss for the service.

12. Contact

To request a refund for unused credits or to ask questions about this Policy:

Email: ESLCareTeam@gmail.com
Legal Entity: Sioux Ink LLC
DBA: The Emotional Support Line
Address: 1905 N Sherman St, Ste 200, PMB 1405, Denver, CO 80203