We want customers to have a clear and straightforward experience when purchasing our aesthetic and wellness services. This Refund Policy explains when refunds may be available for services purchased through our website.

1. Refund Eligibility

Refund requests may be considered where:

• A purchased service cannot be provided due to circumstances attributable to us;
• A duplicate payment has been made for the same service;
• A payment was processed incorrectly;
• A purchase was made without the customer's authorisation; or
• Another circumstance arises where a refund is required under applicable law.

Refunds for other circumstances may be considered at our discretion, depending on whether the service has been booked, redeemed or provided.

2. Non-Refundable Services

Unless otherwise required by applicable law, we generally do not provide refunds where:

• The service has already been fully provided or redeemed;
• The customer has partially or fully used the purchased service;
• The customer fails to attend a confirmed appointment;
• The customer cancels or reschedules outside any applicable cancellation period;
• The customer changes their mind after purchasing the service; or
• The customer is unable or unwilling to use the service for personal reasons.

Certain services may have additional cancellation or booking conditions, which will be communicated at the time of purchase or booking.

3. Cancellation & Rescheduling

If you need to cancel or reschedule an appointment, you should do so as early as reasonably possible.

Cancellation and rescheduling may be subject to the applicable requirements of the purchased service. Failure to comply with those requirements may result in the service becoming ineligible for a refund.

4. Refund Requests

Refund requests should be submitted through the contact details provided on our website and should include sufficient information to identify the relevant purchase.

We may request additional information where reasonably necessary to review your request.

We will review each request based on the circumstances of the purchase, the status of the service and any applicable legal requirements.

5. Approved Refunds

Where a refund is approved, the refund will generally be issued to the original payment method used for the purchase.

Processing times may vary depending on the payment method, financial institution or payment processor. We are not responsible for delays caused by third-party payment providers or financial institutions.

Where only part of a purchase is eligible for a refund, we may issue a partial refund corresponding to the eligible portion.

6. Unauthorised or Fraudulent Transactions

If you believe that a transaction was made without your authorisation, please contact us as soon as possible.

We may investigate suspected fraudulent or unauthorised transactions and may request relevant information to assist with the investigation.

Where appropriate, we may also work with our payment processor or relevant financial institution to resolve the matter.

7. Policy Changes

We may update or revise this Refund Policy from time to time to reflect changes to our services, procedures or legal requirements.

Any revised version will become effective when published on our website. Your continued use of our website or purchase of services after any revisions indicates your acceptance of the updated Refund Policy.

8. Contact Us

If you have any questions regarding this Refund Policy or would like to request a refund, please contact us at help@seirenspa.com