WellzOn Customer Complaint and Refund Policy and Process
Technology Related Issues:
Any concerns relating to WellzOn's platform or technology, e.g., errors in appointment scheduling caused by WellzOn technology or technical issues impacting or preventing Provider’s service fulfillment, may be raised at any time directly with WellzOn and you may receive a partial or full refund.
Provider or Provider’s Service Related Issues
If you’re submitting a complaint within 24 hours of receiving a service, you may request a refund and report any issues related to the provider or their service directly through the WellzOn App. You may receive the following refunds:
| Complaint Type | Scenario | Refund Amount |
|---|---|---|
| Provider may be at fault |
|
Partial refund for the difference in value |
|
Up to 25% Refund | |
|
Partial refund for the portion or time of service not received | |
|
Full refund | |
| Customer may be at fault |
|
No refund |
Complaints submitted more than 24 hours after receiving a service are addressed by the provider. You can submit your complaint through the WellzOn App, and we will send the provider’s contact information to you so you can resolve the issue with directly with the provider.
PROCESS
How to Report an Issue and Request a Refund:
- 1. Log in to the WellzOn App or website.
- 2. Navigate to your appointment history and select “Help” to report the issue.
- 3. Contact customer service through the chat feature. Evidence (e.g., photos, communication logs) can be provided directly to the customer service representative or be sent to support@wellzonapp.com with the case reference number.
- 4. Allow 7 business days for review and provide a resolution. If you are eligible for a refund, it will be issued within 3-5 business days of resolution to the original payment method.
