Booking & Cancellation Policy
1. Booking Confirmation
A booking is confirmed once the platform verifies the required payment and booking conditions.
2. Appointment Details
Customers should review the selected service, professional, date, time, time zone, duration, delivery method and price before completing a booking.
3. Customer Cancellations
Standard policy:
- Cancellation at least 24 hours before the scheduled session: full refund.
- Cancellation within 24 hours: generally non-refundable.
- Failure to attend: generally non-refundable.
Exceptions apply where required by law or approved by Q Wellness.
4. Professional Cancellations
If a professional cancels an appointment, the customer is entitled to a full refund or an agreed alternative appointment.
5. Rescheduling
Rescheduling is subject to professional availability.
Changes should be requested at least 24 hours before the appointment unless otherwise agreed.
6. Late Arrival
Late arrival does not automatically extend a scheduled appointment.
7. Online Sessions
Customers and professionals are responsible for suitable internet connectivity and equipment.
If a session cannot proceed due to a technical failure, the parties should report the issue through Q Wellness support for review.
8. In-Person Sessions
Customers must follow the confirmed location and arrival instructions.
Professionals are responsible for accurately communicating appointment locations and relevant participation requirements.
9. Exceptional Circumstances
Q Wellness may review documented emergencies, technical failures, professional misconduct and other exceptional circumstances individually.
10. Disputes
Customers should submit booking disputes through the official support channel with their booking reference.