Cancellation & Refund Policy
At Penang Therapy, we strive to provide reliable and professional doorstep wellness services. To avoid misunderstandings and last-minute cancellations, please review our policy carefully before booking.
Important Notice
✔ Before Therapist Confirmation Call → Cancellation or Rescheduling Allowed (within 10 days)
✖ After Therapist Confirmation Call → No Cancellation or Future Rescheduling Allowed
✔ Same-Day Rescheduling May Be Allowed (Subject to Availability)
1. Advance Payment Policy
All appointments require a ₹500 advance payment at the time of booking confirmation. The advance amount secures your appointment slot and therapist allocation.
2. Before Therapist Confirmation Call
Customers may cancel or reschedule their appointment before receiving the therapist’s confirmation call.
- Advance payment is non-refundable.
- Advance can be adjusted toward another booking.
- Adjustment must be used within 10 days.
3. After Therapist Confirmation Call
Once the therapist has contacted the customer and confirmed the appointment:
- No cancellation allowed.
- No future-date rescheduling allowed.
- Same-day rescheduling may be considered subject to therapist availability.
- ₹500 advance will be forfeited if the appointment is cancelled.
4. Therapist On The Way
If the therapist has already started travelling to your location and the appointment is cancelled:
- 50% of the service fee will be payable.
- Applicable two-way travel charges will be payable.
- The advance amount will be adjusted against the payable amount.
5. Therapist Arrives at Location
If the therapist reaches the location but the service cannot be performed because of:
- Customer unavailable
- Wrong address provided
- Hotel/apartment denies entry
- Customer refuses service
Full service fee + travel charges will remain payable.
6. No-Show Policy
If the customer is unavailable at the confirmed location and time, the appointment will be treated as a no-show.
- Full service fee may be charged.
- Travel charges may be charged.
- No refund or credit will be provided.
7. Service Provider Cancellations
If a therapist is unable to attend due to illness or emergency:
- Alternative therapist may be arranged.
- Or appointment may be rescheduled.
- Or advance can be adjusted to a future booking.
8. Refund Policy
Refunds are applicable only in the following cases:
- Duplicate payment.
- Payment processing error.
- Company unable to provide confirmed service.
Approved refunds will be processed within 10 business days.
9. Governing Law
This policy is governed by the laws of India and subject to the jurisdiction of Bengaluru, Karnataka courts.