WellzOn Refund Policy

Refund Request Timeframe

• Customers have 24 hours from the time of the service to file a refund request for complaints related to either:
  1. Merchants (service-related issues).
  2. WellzOn (platform-related issues).
• After 24 hours, complaints can only be raised either directly with the Merchant for service-related matters or WellzOn for platform-related concerns. Merchant contact information will be provided directly to Customer via email as necessary.

Types of Complaints and Resolutions

• Complaints Against WellzOn (Marketplace Issues)
  • Addressed on a case-by-case basis by the WellzOn team.
  • Resolutions may include partial or full refunds depending on the nature of the issue.
  • Examples:
    • Errors in appointment scheduling caused by the platform.
    • Technical issues preventing service fulfillment.
• Complaints Against the Merchant
  • WellzOn acts as an intermediary to resolve disputes.
  • Refunds are determined case-by-case, based on documentation from both parties.
  • Outcomes:
    • Merchant at Fault: The customer receives a full refund, and the merchant must reimburse WellzOn within 24 hours of resolution.
    • Customer at Fault: No refund is issued, and the merchant retains the funds.
• Scenarios for Partial Refunds

  Partial refunds may apply when the service was compromised but not entirely unsatisfactory.

  • Alternative Service Provided:
    • An alternative service of lower value was given.
    • Refund: The difference between the ordered and provided services.
  • Merchant’s Tardiness:
    • The merchant was over 30 minutes late.
    • Refund: Up to 25% of the service cost.
  • Merchant’s Unprofessional Conduct:
    • The merchant was rude, dismissive, or unprofessional.
    • Refund: Determined based on the severity of the issue.
  • Service Not Fully Provided:
    • The merchant failed to complete the agreed-upon service.
    • Refund: Based on the portion of the service not delivered.
      • Example: A one-hour service cut short to 30 minutes results in a 50% refund.
  • Merchant Did Not Follow Protocol:
    • The merchant did not review medical history or adhere to safety protocols.
    • Refund: Up to 100%, depending on the situation.
  • Unsuitable Environment:
    • The service could not be provided due to an unsuitable environment (e.g., lack of cleanliness).
    • Refund: None if the merchant’s decision is justified.
• Documentation Requirements

  Both parties must provide supporting evidence, which may include:

  • Photos, videos, or audio recordings.
  • Written statements of the incident.
  • Communication logs between the customer and merchant.
• Resolution and Payment Timeline
  • Review Period: WellzOn resolves disputes within 7 business days of receiving all required documentation.
  • Refund Processing:
    • Refunds are issued within 3-5 business days of resolution, either to the original payment method or as WellzOn Credits.
  • Merchant Reimbursement: Merchants found at fault must reimburse WellzOn within 24 hours.

WellzOn Refund Policy and Quality Assurance

Eligibility for Refunds

You may be eligible for a refund if:

• The service was not provided as ordered.
• The merchant was late, unprofessional, or failed to follow protocols.
• An alternative service was provided but was of lesser value.
• The service was incomplete due to preventable issues.

How to Request a Refund

• Report the Issue:
  • Log in to the WellzOn app or website.
  • Navigate to your appointment history and select “Help” to report the issue.
  • Attach evidence (e.g., photos, communication logs). Documents can also be sent to support@wellzonapp.com with the case reference number.
• Submission Deadline:
  • Refund requests must be filed within 24 hours of the service.

What Happens After Your Request

• Immediate Processing:
  • Simple issues may be resolved immediately.
• Case Review:
  • Complex disputes require a thorough review with input from both parties.
• Refund Disbursement:
  • Approved refunds are issued within 3-5 business days.

WellzOn Wellness Commitment

Our Wellness Commitment ensures fairness and quality across our platform. However, WellzOn, at its sole discretion, reserves the right to:

• Determine if a reported issue qualifies for a refund or credit.
• Deny refund requests upon completion of review period, including if fraud or abuse is suspected.
• Modify or cancel this policy, at any time, without prior notice.