WellzOn Refund Policy

Refund Request Timeframe

• Withing 24 hours of receiving a service from the provider, customers may file a complaint related to the provider or its services and request a refund directly with WellzOn.
• After 24 hours, complaints related to the provider or their services can only be raised directly with the Provider. Provider contact information will be provided directly to Customer via email as necessary.
• Any concerns relating to WellzOn's platform or technology may be raised at anytime directly with WellzOn.

Types of Complaints and Resolutions

• Complaints related to the WellzOn platform or technology (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 related to the Provider or its services
  • Within 24 hours of receiving the service from the provider, WellzOn, on a case by case basis and with appropriate documentation, shall determine wheather to issues a refund.
  • 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.
• 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.