Schedule (A): Cancellation, Rescheduling & Refund Policy

1) Cancellation Policy (two options only)

When the customer cancels a booking, one of two options applies based on timing:

2) Refunds & the Wallet

• Any refund is credited to the user's e-wallet within the Platform.
• The refunded wallet balance is valid for (3) months from the date of credit.
• The wallet balance can be used for any new booking through the Platform.

3) Rescheduling

• One free reschedule is available per booking.
• The reschedule must be done more than (3) hours before the appointment.
• Within (3) hours or less of the appointment it is treated as a cancellation and the policy above applies.

4) Cancellation by the Clinic or Therapist

If the clinic or therapist cancels the booking, the full amount is refunded to the customer's wallet with direct contact, without any charge.

5) Provider Failure to Deliver the Service

• Failure includes: therapist no-show, material delay, or withdrawal without delivering the service.
• The full 100% amount is refunded to the customer's wallet, with direct contact.
• The Platform attempts to assign an alternative available therapist or clinic at the same price where possible.
• No commission is due, the case is documented, and repetition is subject to the Platform's discretion under Articles (23) and (28).

6) Customer No-show or Unreachable

• If the therapist attends and the customer does not, or is unreachable (no answer / wrong address / closed door after attempts): full charge, no refund.
• This is because the therapist travelled and reserved their time for the service.

7) Force Majeure

In force-majeure circumstances beyond control (documented health emergency, government decision, unsafe conditions), the full amount is refunded to the wallet with no penalty or negative effect on any party.

8) Commission Treatment

• Full refund due to the clinic, the Platform or force majeure: no commission is due to the Platform.
• Full charge due to the customer (late cancellation or no-show): the amount is split 85% to the clinic and 15% to the Platform.