Client Cancellation Policy

We understand that plans can change. Depending on the progress of the booking, different options are available. Our policy is required to protect  compensate providers and cover the costs involved in the event of a cancellation.

Pending Bookings

Pending bookings are unconfirmed requests that are waiting to be accepted by a provider.

  • You are not charged for a pending booking request until it is accepted and confirmed by a provider.
  • You may reschedule or cancel pending booking requests at any time without penalty.

Confirmed Bookings

Confirmed bookings are requests that a provider has accepted.

  • The booking payment is charged when a booking is confirmed.
  • Just send a request from your web / mobile app should you wish to update your confirmed booking.
  • If the booking details have been updated after the booking has been confirmed (such as; treatment type, address, gender of the recipient, etc.), the provider has the right to decline the change/s and cancellation fees may apply.

Fees and Refunds

Cancellation fee: 50% of the total service fee

  • If cancelled after confirmation and between 24-2 hours before the scheduled start time.

Cancellation fee: 100% of the total service fee

  • If cancelled after confirmation and less than 2 hours before the scheduled start time; or,
  • if your provider;
  • Is on the way, has arrived or has started the session.
  • Has arrived, and you do not allow or arrange access for the provider to your booking location.
  • Has arrived, and you are more than 20 minutes late to your scheduled appointment. Providers will wait up to 20 minutes if you are running late; after this time, we consider this a ‘no-show’ and the provider may leave.

Corporate / Group bookings

All confirmed Group bookings (including but not limited to bookings for offices / teams, events, and other groups of 4 or more people) will be subject to payment of 10% of the total booking value to Hands on heal way as a platform fee if called off once the Booking Request is accepted by the service provider/s.

The processing fee is non-refundable and already includes GST.

Additionally, the following will also apply:

  • 48 – 72 hours prior to scheduled Booking start time – 20% of the total booking value  as a platform fee;
  • 24 – 48 hours prior to scheduled Booking start time – 50% of the total booking value to as a platform fee;
  • Within 24 hours of the scheduled Booking start time – 100% of the total service fee and the platform fee.

Refunds

Refunds take approximately 3-5 business days to return to your account.

If a booking payment involves a coupon or store credit and needs to be partially refunded, the refund amount will be converted to store credit.

Failed or Declined payments

You will be given time which you can see from your app on how much time you still have to settle your payment.

In the event that the payment was not settled on the given time frame, your booking will automatically be cancelled to free up the time your therapist allocated for you so she / he can allocate that to another client