Refund & Cancellation Policy

1. Cancelling a session

Cancel more than 12 hours before the scheduled start: full refund, no charge.

Cancel between 4 and 12 hours before the start: 75% refunded; the balance compensates the assigned professional for the blocked slot.

Cancel less than 4 hours before the start, or no-show at the address: the session is charged in full.

Some specialised services publish their own cancellation window; it is shown on the service before you pay and overrides the standard window.

2. Rescheduling

Rescheduling is free when requested more than 12 hours before the session, subject to professional availability.

Sessions inside a multi-session package can be moved without losing the package discount, provided the package validity has not lapsed.

3. Cancellation by Kare Reach or the professional

If we cannot assign a professional, or the assigned professional cannot attend and no replacement is available, the session is refunded in full.

Where a session is disrupted after it starts for reasons outside your control, we refund on a pro-rata basis after review.

4. Service-quality complaints

Raise a support ticket within 48 hours of the session. Our operations team reviews session records and, depending on the outcome, arranges a replacement session, a partial refund or a full refund.

5. Refund method and timelines

Refunds are credited to your Kare Reach wallet immediately on approval, and can be used for any future booking.

If you prefer the original payment method, funds are returned within 5–7 working days depending on your bank or payment provider.

Taxes collected are refunded in the same proportion as the refunded amount, and a credit note is issued against the original invoice.

6. Packages and memberships

Unused sessions in a package are refundable at the undiscounted per-session rate for sessions already used, with the balance returned.

Professional onboarding and membership fees are non-refundable once verification review has begun.