Refund and Cancellation Policy – OnYourMark Life
Last Updated: 06-12-2025
This policy governs refunds, cancellations, and rescheduling of physiotherapy home-visit appointments.
Appointment Cancellation by Customer
Free cancellation is allowed up to 12 hours before the scheduled appointment time.
Cancellations within 12 hours of the appointment will incur a 50% cancellation fee.
No-show by the customer will result in 100% charge (no refund).
Rescheduling Policy
Users may reschedule an appointment up to 12 hours before the session without charge.
Rescheduling within 12 hours depends on practitioner availability and may attract a rescheduling fee.
Practitioner-Initiated Cancellations
If a practitioner cancels:
Users will receive a full refund, or
Users may choose to reschedule at no additional cost.
Refunds for Online Payments
Refunds apply only to sessions booked and paid through the platform.
Refunds will be processed:
To the original payment method.
Within 5–7 business days, depending on the bank/payment provider.
Convenience charges, if any, are non-refundable.
Package / Multi-Session Refunds
If the customer purchases a package:
Unused sessions may be refunded on a pro-rata basis if cancellation is requested 48 hours before the next booked session.
Sessions already attended cannot be refunded.
Discounted packages may have adjusted pro-rata values.
Force Majeure
No refunds will be provided for cancellations due to:
- Natural disasters
- Public emergencies
- Government restrictions
- Uncontrollable external circumstances
However, free rescheduling may be offered.