Complaints policy

Our commitment

We want every person who works with Muskan, joins the Academy or subscribes to the daily affirmations to feel respected and well looked after. When something goes wrong, we want to hear about it as early as possible. A complaint is a chance to put things right for you and to do better for everyone after you.

Raising a concern will never affect how you are treated, your bookings, or your access to anything you have paid for.

What this policy covers

• Free discovery calls, Tarot Clarity + Remedies readings, Karmic Clarity + Remedies sessions, RTT sessions and The ANTARAH Transformation, including how a session was conducted and the remedies or guidance given.
• Booking, rescheduling, payments and refunds.
• The ANTARAH Academy, courses, recordings, live group sessions and the daily affirmations.
• Emails and messages from us, and Antarah AI, the chat on the site.
• How we have handled your personal information.

How to raise a concern

Write to hello@antarahlife.com with “Complaint” in the subject, or use the contact form and choose “Something went wrong”. You can also call [Business phone number, or “Email only”], and we will write down what you tell us and send it back to you to check.

Please include your name, the email you used to book or subscribe, what happened and when, and what you would like us to do. The sooner you tell us, the easier it is to put right; we ask that you raise a concern within 30 days of the event where you can, but we will always look at a concern raised later.

If you need help writing it, or would prefer someone to raise it for you, that is fine. Just let us know who they are.

What happens next

1. Acknowledgement within 3 business days. We confirm we have your concern and tell you who is looking at it. As a small practice, that is usually Muskan herself.
2. Looking into it. We review the booking, messages and records involved. If we need more from you, we ask straight away.
3. A full reply within 14 days of acknowledgement, in writing, explaining what we found, what we will do, and why. If it will take longer, we tell you before the 14 days are up and give you a new date.
4. Putting it right. Depending on what happened, that might be an apology, a free replacement session, a credit, a refund under the purchase policies, or a change to how we work.

If you are not satisfied

Reply to our answer within 14 days and tell us what you still disagree with. Muskan will look at the whole matter again personally, and send a final written answer within 14 days.

If we still cannot agree, you can take the matter further:

• [Any professional association you belong to that clients could also raise a concern with (e.g. the RTT School, or a hypnotherapy association)].
• For a consumer or payment issue in British Columbia: Consumer Protection BC (consumerprotectionbc.ca). If you live elsewhere, your local consumer protection office.
• For a privacy issue: the Office of the Information and Privacy Commissioner for British Columbia (oipc.bc.ca).
• For a card payment: your card provider, although we ask you to speak to us first (see disputes and chargebacks).

Safety concerns

If your concern is about your safety or someone else’s, tell us straight away and we will respond the same day wherever possible. If anyone is in immediate danger, please contact emergency services first. Crisis lines are listed on the scope of practice page.

Confidentiality and records

We handle every concern privately. Only the people who need to see it to resolve it will do so. We keep a record of the concern, what we did and the outcome for 2 years, in line with our privacy policy, and use anonymised lessons from it to improve our services.