Get the app

Refund & Cancellation Policy

Last updated: June 12, 2026 · Effective date: June 12, 2026

In short: If a professional never confirms your request, you are not charged. If a professional cancels a confirmed booking, your booking fee is refunded in full. The booking fee is otherwise non-refundable once it has unlocked the professional's verified contact details, except where the law requires otherwise.

1. Overview

This Refund & Cancellation Policy explains how refunds work for payments made to Welance. It forms part of, and should be read together with, our Terms of Service. This Policy covers only payments made to Welance (the booking fee and optional subscriptions). It does not cover payments made by a Client directly to a Professional for a service, which are handled between those two parties.

2. What you are paying Welance for

Welance charges two types of fee:

  • The booking fee — paid by a Client when a Professional approves an appointment request. It pays for the Platform's matching and scheduling service and unlocks the Professional's verified contact details for a confirmed, real-world appointment.
  • Listing subscriptions — optional fixed-term plans purchased by Professionals to keep a profile visible. These do not auto-renew.

The price of the beauty or wellness service itself is set and collected by the Professional, separately, and is not a payment to Welance.

3. Booking-fee refunds — when you get your money back

  • Request not approved: If a Professional does not approve your request within the response window, the request expires and no booking fee is charged. There is nothing to refund.
  • Professional cancels: If a Professional cancels a confirmed appointment, your booking fee is refunded in full, automatically or upon request.
  • Duplicate or technical charge: If you are charged in error due to a technical fault, we refund the affected amount in full.
  • No-show by the Professional: If a Professional fails to appear for a confirmed appointment, you may request a full refund of the booking fee, and the Professional may be subject to suspension.

4. When the booking fee is non-refundable

Because the booking fee delivers its value immediately — confirming your appointment and unlocking the Professional's verified contact details — it is non-refundable in the following cases, except where applicable law provides otherwise:

  • You change your mind after the booking is confirmed and contact details have been unlocked;
  • You fail to attend an appointment you confirmed (a Client no-show);
  • You are dissatisfied with the underlying service itself (see Section 6 — this is a matter between you and the Professional);
  • You arranged the service off-Platform after using Welance to obtain the contact.

5. Subscription refunds

Listing subscriptions are fixed-term and do not auto-renew, so you are never surprised by a recurring charge. Because a subscription makes a profile visible immediately, subscription fees are generally non-refundable once the term has begun, except: (a) where required by law; (b) a duplicate or technical charge; or (c) at Welance's discretion in exceptional circumstances. Unused time on a voluntarily cancelled subscription is not refunded, but no further charges are made.

6. Disputes about the service itself

Welance does not provide the beauty or wellness service and is not financially responsible for its quality or outcome. Complaints about a service should be raised directly with the Professional. You may also report a Professional to us; substantiated reports can lead to suspension or permanent removal, but reporting does not by itself entitle you to a refund of the service price, which Welance did not receive.

7. How to request a refund

Email support@welance.app from the address on your account, including: your account email, the approximate date and time of the charge, the Professional's name, and a brief description of the issue. We may ask for limited additional details to locate the transaction.

8. Processing times

Approved refunds are issued to the original payment method via our payment processor. Once we initiate a refund, it typically appears within 5–10 business days, depending on your bank or card issuer. The original processor's timelines apply.

9. Purchases made through Apple or Google

If you purchased a subscription through the Apple App Store or Google Play, that store may handle billing and refunds under its own rules. In those cases, refund requests may need to be made directly to Apple or Google, and we will assist where we can.

10. Your statutory rights

Nothing in this Policy limits any non-waivable refund or cancellation rights you may have under the mandatory consumer-protection laws of your country of residence. Where such laws grant you stronger rights, those rights prevail.

11. Contact