When you can cancel, what you get back, and what happens when something goes wrong. These rules apply to both in-home services and services at a wellness place.
This document is governed by the laws of Uganda. If you have a question about it, write to hello@wellnesstobook.com.
1. Cancelling as a Client
Providers set their own notice period, shown on the service before you book. Where a Provider has not set one, this applies:
| When you cancel | What you get back |
|---|---|
| More than 24 hours before the booking | Full refund |
| 4 to 24 hours before | Full refund, less any travel already reasonably incurred |
| Less than 4 hours before | Up to 50% may be retained by the Provider |
| After the Provider has arrived, or no-show | No refund |
If you need to cancel because you are unwell, tell the Provider as early as you can. Most will reschedule rather than charge you — that is their decision, not ours.
2. When the Provider cancels
- You get a full refund, every time, however late the cancellation.
- We will help you find an alternative Provider where we can.
- Providers who repeatedly cancel accepted bookings may be restricted or removed.
3. If the service was not delivered as described
Tell us within 14 days of the booking, with as much detail as you can. We will look at the booking record, the chat history and anything either side sends us, and decide in good faith. Outcomes can include a full refund, a partial refund, or a credit.
Your statutory rights under the Sale of Goods and Supply of Services Act, 2017 — including that a service must be carried out with reasonable care and skill — are not affected by this policy.
4. Situations where we will not refund
- You simply changed your mind after the service was properly delivered.
- You did not provide safe access, a suitable space, or an adult present, and the Provider could not work.
- The Provider ended the service because of unsafe, abusive, intoxicated or sexual behaviour.
- You gave a wrong address or phone number and could not be reached.
5. Safety cancellations
Either side may end a booking immediately, at any point, if they feel unsafe. Nobody is expected to continue a service in those circumstances. Where a Client ends it for a genuine safety reason, we will normally refund in full. Report it to us so we can act on the other account.
6. How refunds are paid
- Refunds go back to the method you paid with wherever possible.
- Mobile money refunds usually arrive within a few working days; card refunds can take longer depending on your bank.
- Where a refund cannot be returned to the original method, we may credit your Platform wallet with your agreement.
- Payment-processor fees may not be recoverable on a partial refund, and we will tell you if that affects the amount.
7. Deposits and packages
- Where a Provider takes a deposit, whether it is refundable is stated before you pay.
- Prepaid bundles and session packages expire on the date shown when you buy them. Unused sessions after expiry are not refundable unless the Provider agrees.
- Gift cards and promotional credit are not exchangeable for cash.
8. Asking for a refund
Message the Provider first through the Platform. If that does not resolve it, email hello@wellnesstobook.com with your booking reference and what happened.