Don't worry, as mentioned in the "Return Policy" section, the user will report to the website admin via the "enquires option of contact us. The admin will make all attempts to help resolve the issue, and even recommend other equally good or better consultants as replacement options. However in unforeseen circumstances the refund can be discussed and considered.
However please note the delay from the consultant's response could be due to high volume of user engagements, due to personal problems or due to the consultant being away on vacation. Either case the admin should be able to take necessary steps and advice you accordingly on the decision taken.