Refund, Cancellation
& Rescheduling Policy

Payments made for services are generally non-refundable for change of mind.

Where a deposit has been paid to secure an appointment, the deposit is applied toward the booked service.

If you are unable to attend your appointment and provide Wellness Pillars Club with at least 48 hours' notice before the scheduled appointment time:

• your appointment may be rescheduled to another available date and time;
• any deposit already paid will be transferred to the rescheduled appointment; and
• the deposit is not refundable or redeemable for cash.

If a cancellation or rescheduling request is received less than 48 hours before the scheduled appointment time, any deposit or payment allocated to that appointment will be forfeited and non-refundable.

A new deposit may be required to secure a future appointment.

If a client does not attend their scheduled appointment and has not provided the required notice, the appointment will be treated as a no-show.

Any deposit or payment relating to that appointment will be forfeited and non-refundable.

A new deposit may be required before another appointment can be booked.

Where a client has purchased a package containing multiple Wellness Pillars Club sessions, each booked session is reserved specifically for that client.

If at least 48 hours' notice is provided:

• the booked session may be rescheduled, subject to availability;
• the session will remain available within the client's package; and
• the session cannot be exchanged for a cash refund simply because the client chooses not to attend.

If less than 48 hours' notice is provided, the booked session will be forfeited and deducted from the client's package as though the session had been used.

If the client does not attend a booked package session without providing the required notice, the session will be forfeited and deducted from the package.

The missed session will not be refunded, credited or replaced.

Appointments included as part of a Wellness Pillars Club membership are also subject to the 48-hour cancellation and rescheduling requirement.

Where the member provides at least 48 hours' notice:

• the appointment may be rescheduled, subject to availability; and
• the session will remain available to the member in accordance with the applicable membership terms.

The session is not exchangeable for cash simply because the member chooses to cancel the appointment.

Where less than 48 hours' notice is provided, the booked membership session will be considered used and forfeited.

The session will be deducted from the member's available sessions and will not be refunded or replaced.

If a member fails to attend a scheduled appointment without providing the required notice, the session will also be considered used and forfeited and will be deducted from the member's available sessions.

If a customer has paid a deposit toward a Masseuse Massage Chair and requests an eligible refund before the chair has been delivered and before delivery has been attempted, the approved deposit refund will be processed within 7 business days from the date Wellness Pillars Club receives the refund request.

Once the refund has been processed, additional time may be required for the funds to appear in the customer's account depending on their bank, credit card provider or payment provider.

Wellness Pillars Club works in partnership with Masseuse Massage Chairs for the supply and fulfilment of massage chair orders.

Once an order has been confirmed and delivery of the chair has been attempted, any request to cancel or return the chair will require coordination with Masseuse Massage Chairs.

Where a return and refund has been approved, Masseuse Massage Chairs must first approve and confirm the return of the chair and complete any required return arrangements.

This timeframe allows Wellness Pillars Club and Masseuse Massage Chairs to complete any required:

• return authorisation and confirmation;
• coordination of the chair's return;
• order and delivery verification;
• inspection or return processing, where applicable;
• administrative requirements between both parties; and
• refund processing.

The 20-working-day processing period will commence once Masseuse Massage Chairs has approved the return and confirmed the required return arrangements.

Where the chair must first be collected or returned, completion of the refund may also depend on the chair being returned in accordance with the approved return arrangements.

Any additional processing time required by the customer's bank, credit card provider or payment provider after the refund has been processed is outside the control of Wellness Pillars Club.

Where a refund is approved, the refund will generally be returned to the original payment method, unless otherwise agreed or required.

Wellness Pillars Club may request reasonable proof of purchase before processing a refund, including an invoice, receipt, order confirmation, transaction record or other reasonable evidence of payment.