Effective Date: updated whenever any changes or modifications made to the refund-policy.

Last Updated: updated whenever any changes or modifications made to the refund-policy.

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1. Introduction

This Refund & Cancellation Policy explains how cancellations, appointment changes, Credit refunds, payment refunds, and booking adjustments are handled by [Company Name]. By purchasing Credits, booking appointments, or using our website, you agree to this Policy together with our Terms & Conditions.

Our platform operates using a prepaid Credit system. Customers purchase Credits in advance and redeem those Credits when booking eligible spa and wellness services through our website.

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2. Credit Purchases

Credits purchased through our website are added to your customer account after successful payment confirmation and may be used to book eligible spa services.

By purchasing Credits, you acknowledge that:

• Credits are intended solely for booking eligible services available on our website
• Credits do not represent cash, bank deposits, or any financial product
• Credits cannot be transferred, sold, or exchanged unless expressly permitted by us
• Your available Credit balance can be viewed from your customer account after signing in

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3. Booking Cancellations & Rescheduling

We understand that plans may change and we aim to provide reasonable flexibility whenever possible. If you need to cancel or reschedule an appointment, we encourage you to do so as early as possible through your customer account or by contacting our customer support team.

Customers should note the following:

• Appointments should normally be cancelled or rescheduled at least 48 hours before the scheduled appointment time
• Bookings cancelled within the permitted cancellation period will generally have the deducted Credits returned to the same customer account
• Rescheduling is subject to therapist availability, store availability, and appointment availability
• Only confirmed cancellations qualify for Credit restoration where applicable

If we are unable to accommodate your preferred rescheduled appointment, your original cancellation request will be handled according to this Policy.

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4. Late Arrivals & No-Show Policy

Customers are encouraged to arrive several minutes before their scheduled appointment to allow sufficient time for check-in and consultation where required.

Late arrivals may affect the length of your treatment depending on therapist availability and subsequent bookings.

The following conditions apply:

• Treatment duration may be shortened where necessary to avoid disrupting later appointments
• Appointments that cannot reasonably be completed due to late arrival may need to be rescheduled
• Customers who fail to attend a confirmed appointment without prior notice may forfeit the Credits used for that booking
• Repeated no-shows or repeated late cancellations may result in temporary booking restrictions or suspension of booking privileges

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5. Refund Policy

Except where required by applicable law, payments made for Credit purchases are generally non-refundable once payment has been successfully processed. Bonus credits and all other additional credits are non-refundable.

Refund requests may be considered only under exceptional circumstances including:

• Duplicate payments made in error
• Verified technical or system errors resulting in incorrect charges
• Payments processed successfully but Credits were not properly added to your account
• Other circumstances where [Company Name] determines that a refund is appropriate

Approved refunds will normally be issued using the original payment method whenever reasonably possible.

Processing times for approved refunds may vary depending on your financial institution or payment provider.

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6. Company Cancellations

Although we strive to honour every confirmed appointment, there may be occasions where appointments need to be cancelled or rescheduled due to circumstances beyond our reasonable control.

Examples include:

• Therapist illness or unexpected staff shortages
• Equipment maintenance or technical issues
• Health and safety concerns
• Severe weather conditions
• Government restrictions or emergency situations
• Other operational circumstances affecting service availability

Where an appointment is cancelled by [Company Name], we will make reasonable efforts to offer an alternative appointment. If a suitable alternative cannot be arranged, the Credits used for the cancelled booking will normally be returned to your customer account.

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7. Promotional Credits & Special Offers

From time to time, promotional Credits, discount campaigns, referral rewards, or limited-time offers may be made available.

Unless otherwise stated:

• Promotional Credits may have separate expiry dates
• Promotional Credits may only be used for eligible services
• Promotional Credits generally have no cash value
• Expired promotional Credits will not normally be reinstated
• Promotional campaigns may be modified or withdrawn at any time where permitted by applicable law

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8. Policy Updates

We may revise this Refund & Cancellation Policy from time to time to reflect changes in our business operations, booking procedures, legal obligations, or services.

The latest version of this Policy will always be published on our website together with the effective date and last updated date.

Continued use of our website, customer account, Credit system, or booking services after changes become effective constitutes your acceptance of the revised Policy.

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9. Contact Information

If you have any questions regarding this Refund & Cancellation Policy or require assistance with your booking or Credit balance, please contact us.

Company Name: [Company Name]

Email Address: support@[Company Name].com

Business Address: [Company Address]

Our customer support team will make reasonable efforts to respond to all enquiries as promptly as possible.