Cancellation and refunds

A booking amount, a percentage of the service price, is charged to confirm an at-home facial service unless WWI expressly states otherwise for a particular booking or promotion.

The booking amount forms part of the total service price. All WWI prices are inclusive of applicable GST unless expressly stated otherwise.

If you cancel more than 24 hours before your scheduled appointment time, the amount paid for that booking will be refunded in full to the original payment method.

If you prefer to reschedule, the booking amount can instead move with the booking to the replacement appointment, subject to availability.

WWI does not apply an automatic booking-amount forfeiture merely because a cancellation is made within 24 hours.

The app or WWI team will ask for the reason for the cancellation.

The request will then be reviewed by a WWI admin, who may process the refund to maintain a fair and positive customer relationship. Any refund will normally be made to the original payment method.

This review-based approach allows WWI to take the circumstances into account rather than applying an inflexible automatic penalty.

A no-show occurs where the customer does not attend the confirmed appointment, cannot be contacted, or does not provide access for the technician without cancelling or contacting WWI. In a no-show case, the booking amount may be retained because the appointment and technician time were reserved.

Where there is a genuine exceptional circumstance, WWI admin may approve a refund or transfer the amount to a future booking. Repeated no-shows may result in additional booking restrictions.

If WWI is unable to fulfil a confirmed appointment, the customer may choose to reschedule or receive a full refund of the amount paid for that booking to the original payment method.

Safety takes priority over completing a booked service. If the technician identifies a concern, contraindication or uncertainty, the treatment should first be paused and escalated in accordance with WWI protocol.

• • If the issue is temporary and the service can reasonably be performed later, the booking amount may be transferred to a future appointment.
• • If the customer knew, or reasonably should have known, about a relevant contraindication or circumstance and did not disclose it despite being asked, WWI may retain the booking amount.
• • If the customer could not reasonably have known about the issue and it is first identified at the appointment, WWI may transfer the booking amount to an appropriate future service or, in an exceptional case where rescheduling is not reasonably suitable, refund it.
• • Any such refund or credit is reviewed by WWI admin after the technician's escalation.

Package sessions must be booked and used within the stated package validity period.

Once a package expires, unused sessions can no longer be availed. Expiry does not automatically entitle the customer to a refund or extension. Any exceptional extension must be expressly approved by WWI in writing, subject to applicable law. A package appointment that is cancelled or rescheduled follows the same notice and no-show principles in this policy unless the package terms expressly state otherwise.

Promotional offers, vouchers and complimentary services may have separate validity or redemption conditions. Any different cancellation or expiry rule should be clearly communicated when the offer is issued or booked.

Where a refund is approved, WWI will initiate it to the original payment method wherever technically possible. The time taken for the refund to appear may depend on the customer's bank, card issuer, UPI provider or payment gateway.

WWI will never ask for a card PIN, CVV, UPI PIN, OTP or online-banking password in order to issue a refund.

Where the functionality is available, eligible bookings can be managed through the WWI app. For requests within 24 hours, no-shows, suitability issues or bookings that cannot be changed in-app, use the 'Talk to us about this booking' option or contact WWI directly.

Phone/WhatsApp: +91 90411 36711 / +91 77175 57322Email: info@wellnessswave.comContact hours: Monday to Saturday, 10:00 AM to 7:00 PM IST

Where this policy provides for WWI admin review, the decision should be recorded consistently in the booking system, including the reason for cancellation or no-show, whether a refund or credit was approved and any relevant supporting note.

This discretion should be exercised consistently and in accordance with applicable consumer law.