CANCELLATION & ROUTING POLICY
When you book a session, we immediately assign a therapist and begin mapping their route. We ask for clear, prompt communication regarding any changes so we can avoid unnecessary travel and protect our therapists’ time.
1. FREE CANCELLATION WINDOW
You may cancel your booking free of charge at any time before your therapist departs for your location. Cancellations must be made no later than 20 minutes before the therapist’s scheduled departure time. Our team will notify you via WhatsApp before the therapist departs, giving you a clear final window to cancel at no cost.
2. LATE CANCELLATIONS & NO-SHOWS
If our therapist arrives at your confirmed GPS location or hotel lobby and you cancel the session, deny entry, or fail to respond to our dispatch team within 15 minutes, this is recorded as a failed dispatch. In these cases, the therapist has already expended time and travel resources. All future bookings from your number will require full advance payment.
3. THERAPIST LATE ARRIVAL POLICY
If your therapist has not arrived within 20 minutes of the confirmed appointment time and no delay notification was provided, you are entitled to a full 100% refund. Please contact our WhatsApp dispatch team to initiate the refund process. Refunds are processed within 3 to 5 business days.
4. SESSION QUALITY ADJUSTMENT
If you are not satisfied with the pressure, technique, or approach during your session, please let your therapist know within the first few minutes. They will adjust immediately. Our goal is that every client is comfortable and happy before the session progresses past the opening stage.