Refund & Cancellation Policy
Effective Date: __________ | Last Updated: __________
This policy applies to all bookings, subscriptions, and transactions made through Unisoul Health's platform — including Spa & Wellness, Physiotherapy, Beauty & Salon services, and our SaaS Vendor Marketplace. By using our platform, you agree to the terms below.
1. Appointment & Booking Cancellations
The following cancellation rules apply to all service appointments (Physiotherapy, Spa, Salon, Wellness):
| Cancellation Time | Cancellation Fee |
|---|---|
| 24+ hours before appointment | None |
| 12–24 hours before appointment | 25% of booking value |
| Less than 12 hours / No-Show | 50% of booking value |
How to cancel: Only requests submitted through the official app, website, or email care@unisoulhealth.com will be accepted. Cancellations via social media will not be processed.
2. Vendor / SaaS Subscription Cancellations
For vendors subscribed to Unisoul's SaaS Marketplace platform:
- Submit a written cancellation request with 30 days' notice via your account portal or email.
- Platform access remains active until end of current billing cycle or notice period (whichever is later).
- No pro-rata refund for unused subscription days unless Unisoul has materially breached its obligations.
- All outstanding dues must be cleared before account closure.
3. Cancellations by Unisoul Health
We may cancel your booking in these situations:
- Service provider unavailable due to emergency or force majeure — Full refund or free rescheduling offered.
- Technical/pricing error on the platform — Full refund + apology notification.
- Suspected fraud or policy violation — Refund may be withheld pending investigation.
4. Refund Eligibility
You are eligible for a refund if:
- Service was not delivered (no-show by provider, system failure, etc.)
- Booking was cancelled by Unisoul or the vendor partner.
- A duplicate payment or technical overcharge occurred.
- Cancellation was made within the eligible window (see Section 1).
You are NOT eligible for a refund if:
- Service has been fully or partially consumed.
- Dissatisfaction is subjective (no objective service failure).
- No-show by user or self-caused missed appointment.
- Request submitted after the applicable time window.
- Promotional/discounted bookings, vouchers, or gift cards (unless explicitly stated).
- Consumables (oils, wax, threading material, single-use products) used during service.
5. Refund Process & Timeline
How to raise a refund request:
- Email: unisoulreception@gmail.com with transaction ID, booking date, and reason.
- In-app: Use 'Help & Support' → 'Raise a Refund Request'.
- Include: Full name, booking reference, reason, and supporting screenshots/documents.
Refund timelines (after approval):
| Refund Type | Processing Time |
|---|---|
| Cancellation before service (Direct) | 5–7 business days |
| Failed/undelivered service | 5–7 business days |
| Vendor marketplace — non-delivery | 7–14 business days |
| SaaS subscription (eligible cases) | 7–10 business days |
| Duplicate/technical payment error | 3–5 business days (after gateway confirmation) |
| Disputed / investigation required | Up to 30 calendar days |
Refunds are processed to the original payment source only (UPI, card, net banking). No cash refunds.
6. Non-Refundable Items
- Fully or partially consumed services.
- SaaS/subscription fees once platform access has been granted.
- Promotional packages, flash sale bookings, coupon-based discounts.
- Gift cards and wellness vouchers (not redeemable for cash).
- Consumables and hygiene products used during service delivery.
- Bundled packages — unused sessions within a non-cancellable bundle follow Section 4 rules.
7. Exceptional Circumstances
We may waive cancellation charges in genuine emergencies (at our discretion), such as:
- Medical emergency (submit doctor's certificate within 48 hours of appointment).
- Death of immediate family member (with documentation).
- Natural disaster or government-imposed restrictions.
- Technical failure on Unisoul's platform preventing service access.
Submit requests to: support@unisoulhealth.com within 48 hours of the scheduled appointment. Decision communicated within 7 working days.
8. Auto-Renewal & Subscriptions
- All recurring plans auto-renew unless cancelled within the cancellation window.
- Monthly plans: Cancel 48 hours before renewal date.
- Quarterly / Annual plans: Cancel 7 days before renewal date.
- We'll send a reminder 7 days before monthly renewals and 30 days before longer cycles.
- Post-renewal charges are non-refundable except in cases of platform error or no service delivery.
9. Disputes & Grievance Redressal
If you're unsatisfied with a refund decision:
- Step 1 — Email support@unisoulhealth.com with your complaint reference number.
- Step 2 — Escalate to support@unisoulhealth.com if unresolved within 15 business days.
10. Governing Law & Jurisdiction
This Policy is governed by the laws of India, including the Indian Contract Act 1872, Consumer Protection Act 2019, IT Act 2000, and DPDP Act 2023. All disputes are subject to the exclusive jurisdiction of courts at Indore, Madhya Pradesh.
UNISOUL HEALTH PRIVATE LIMITED — Your Partner in Health & Wellness Journey
CIN: U86900MP2023PTC068627 | Office No. 202, MR1/338, Sunshine Corner, Mahalaxmi Nagar Road, Indore – 452010 (M.P.)