Cancellation and Refund Policy

Effective date: [DD Month YYYY]

1. Purpose

This policy explains how cancellations, refunds, credits and booking adjustments are handled on ServuWell. It forms part of the ServuWell Terms of Use.

Because ServuWell is a platform, refund outcomes may involve both platform rules and rights that cannot be excluded under the Australian Consumer Law. The Australian Consumer Law provides that consumer guarantees for services can lead to a remedy such as a fix, refund, cancellation or compensation, depending on the issue.

2. General principles

We aim to be fair to both clients and therapists. When reviewing a cancellation or refund request, ServuWell may consider:

a) how much notice was given b) whether the therapist had reserved time or already travelled c) whether materials or preparation were already committed d) whether there was a platform issue, safety issue or service issue e) whether the booking failed to proceed due to client, therapist or external factors f) your rights under the Australian Consumer Law

Any cancellation fee or amount retained will reflect a genuine estimate of the costs or losses actually incurred, such as reserved time or travel already undertaken. It is not a penalty.

3. Client cancellation by notice period

Unless stated otherwise at checkout or in a special booking arrangement, the following baseline rules apply. These rules operate alongside your Australian Consumer Law rights and do not reduce them.

More than 24 hours before the booking start time

a) the client may cancel b) the client is eligible for a full refund, less any non-recoverable third-party payment processing fees, where those fees were disclosed before payment and retaining them is permitted by law

6 to 24 hours before the booking start time

a) the client may cancel b) the client is eligible for a partial refund or, if the client chooses, a platform credit, with a reasonable cancellation fee retained to reflect reserved time

Less than 6 hours before the booking start time

a) the cancellation is usually treated as a late cancellation b) the refund may be reduced or unavailable, except where required by law or approved by ServuWell due to exceptional circumstances

4. Therapist cancellation

If a therapist cancels a confirmed booking:

a) the client will usually receive a full refund or, if the client prefers, the option to rebook b) ServuWell may take provider performance action, including warnings, reduced visibility or account restrictions

5. Client no-show or inaccessible venue

A booking may be treated as a client no-show where:

a) the client is not present within a reasonable waiting period b) the therapist cannot access the location c) the booking cannot proceed because the location is unsafe, unsuitable or materially different from what was disclosed d) the client does not respond within a reasonable time

In these situations, the refund may be reduced or unavailable, depending on the circumstances and the available evidence.

6. Therapist no-show

A booking may be treated as a therapist no-show where the therapist:

a) does not attend within a reasonable time, and b) fails to communicate or provide an acceptable explanation

In these situations, the client will usually be offered a full refund or rebooking support.

7. Booking issues and service quality concerns

If a client believes a service was materially not as described, incomplete, unsafe, or otherwise problematic, they should report it promptly with as much detail as possible.

ServuWell may request:

a) photos b) messages c) booking details d) timing records e) statements from both parties

Depending on the circumstances and the evidence, possible outcomes include a full refund, a partial refund, a platform credit, rebooking support, no refund, or account action or platform restrictions. Where the Australian Consumer Law applies and there has been a major failure, the client may choose between a refund and other remedies, and we will not require the client to accept a credit in place of a refund they are entitled to choose.

8. Exceptional circumstances

ServuWell may approve special outcomes outside the standard rules where there are exceptional circumstances, including:

a) a medical emergency b) a serious safety incident c) extreme weather or travel disruption d) a verified platform or payment failure e) other serious and documented events

9. How refunds are paid

Approved refunds are generally returned to the original payment method through Stripe. Refunds are usually processed within a reasonable time after approval, and the time for funds to appear may depend on your bank or card provider. Because a therapist's payout is held for approximately 14 days after a treatment is completed, an approved refund made within that period can usually be processed before the payout is released. Where a booking is cancelled before the treatment is confirmed complete, any amount being held for that booking is released back to the client in line with this policy.

10. Payment disputes and chargebacks

If a payment is disputed, reversed or charged back through a bank or payment provider, ServuWell may:

a) pause payouts b) request information c) temporarily restrict accounts where reasonably necessary d) recover amounts where permitted by law and the platform terms

Payment card disputes may also be subject to your bank or payment provider's processes.

11. Australian Consumer Law

This policy does not exclude, restrict or modify any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Where the Australian Consumer Law applies, consumers may be entitled to a fix, replacement, refund, cancellation or compensation depending on the nature of the problem. For a major failure, the consumer may choose the remedy, including a refund. Nothing in this policy requires you to accept a platform credit instead of a refund you are entitled to.

12. How to request a cancellation or refund

Please use the in-platform support process or contact us with:

a) the booking reference b) the date and time c) the reason for the request d) any supporting evidence

13. Contact

Email: contact@servuwell.com Website: www.servuwell.com