Refund & Cancellation Policy

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1. Scope and Applicability

This Refund & Cancellation Policy applies to all purchases, bookings, subscriptions, courses, digital products, telehealth consultations, and packages purchased fromTheLivingWellPhysio.com worldwide. It governs refunds, cancellations, rescheduling, no-shows, subscription cancellations, chargebacks, and exceptions. Payment processing and refund timing may be subject to third‑party payment processor rules.

2. Definitions

• Client means the individual or entity that purchases or books Services.

• Service means telehealth consultations, one-to-one sessions, packages, courses, digital downloads, subscriptions, memberships, group programs, and any paid offering onTheLivingWellPhysio.com..

• Booking means a scheduled clinical appointment or session.

• Paid Content means digital products delivered immediately on purchase (e.g., downloadable worksheets, on-demand videos).

3. General Refund Principles

• Refunds are granted only as expressly stated in this policy or as required by applicable consumer-protection laws.

• All refund requests must be submitted by email to thelivingwellphysio@gmail.com with the original order number, purchase date, and reason for the request.

• Refunds are processed to the original payment method where possible. If that is not feasible, we will issue refunds by an alternative mutually agreed method.

• Processing times vary by payment provider; allow up to 14 business days for the refund to appear on your statement after we approve it.

4. Telehealth Consultations, One-to-One Sessions, and Live Appointments

• Cancellation by Client

  • Free Cancellation Window: Clients may cancel or reschedule appointments free of charge if done at least 24 hours before the scheduled session start time.

  • Late Cancellation Fee: Cancellations made less than 24 hours before the scheduled session may incur a cancellation fee of up to 50% of the session fee.

  • No-Show Fee: Failure to attend a scheduled session without prior cancellation will be treated as a no-show and will incur 100% of the session fee.

• Rescheduling

  • You may reschedule a session free of charge if the rescheduling request is made at least 24 hours prior to the appointment. Rescheduling requests made within 24 hours are subject to our discretion and potential late-reschedule fees.

• Clinician Cancellation

  • If we cancel or materially reschedule a booked session, we will offer a prompt replacement appointment or a full refund for that session at your election.

5. Packages, Multi-Session Bundles, and Course Enrolments

• Packages and Bundles

  • Packages (pre-paid blocks of sessions) are redeemable for the number of sessions purchased and expire as specified at purchase. Unused sessions may be refundable pro rata only in exceptional circumstances and at our discretion, subject to any applicable legal requirements.

  • If a clinician is unable to complete sessions covered by a paid package, we will offer comparable alternative arrangements, session credit, or a pro rata refund.

• Online Courses and Group Programs

  • Digital course access purchased with immediate access to downloadable content or streaming is non-refundable once access is granted, unless local law provides a statutory right to cancel.

  • For live group programs with scheduled start dates, full refunds are available if cancelled by the client at least 7 days prior to program start. Cancellations made within 7 days of the start date may incur a partial refund or credit at our discretion.

6. Subscriptions and Memberships

• Recurring Billing

  • Subscriptions renew automatically on the billing schedule chosen at purchase until cancelled. You authorize recurring charges to your designated payment method.

• Cancellation by Client

  • You may cancel your subscription at any time via your account dashboard or by emailing thelivingwellphysio@gmail.com. Cancellation prevents future renewals but does not automatically refund fees already charged.

• Refunds for Subscriptions

  • Refunds for subscription fees already charged are discretionary and handled on a case-by-case basis except where required by law. Pro rata refunds for partial billing periods may be offered at our discretion.

7. Digital Downloads, On‑Demand Content, and Immediate Access Products

• Non-Refundable Policy

  • Digital downloads and immediate-access on-demand materials are generally non-refundable once access has been granted or download links have been provided, due to the nature of digital goods.

• Exceptions

  • If technical issues prevent access and we cannot reasonably remedy access problems within a reasonable time, we will provide a refund or alternative delivery where appropriate.

8. Third‑Party Services, Payment Processors, and Insurance Claims

• Third‑Party Providers

  • Some Services rely on third‑party platforms (e.g., payment processors, course hosts). Refunds may be subject to third‑party terms and processing timelines.

• Insurance Reimbursement

  • If you seek reimbursement from an insurer, any refund we issue does not guarantee insurer acceptance of charges; clients are responsible for resolving insurer disputes.

9. Chargebacks and Disputed Transactions

• Dispute Resolution Request first: If you believe a charge is incorrect, contact us at thelivingwellphysio@gmail.com so we may resolve the issue.

• Chargeback Fee: If you initiate a chargeback without first contacting us and the chargeback is resolved in our favour, you may be liable for administrative costs associated with dispute resolution.

• Evidence: We reserve the right to submit evidence to payment processors to contest chargebacks.

10. Extraordinary Circumstances and Force Majeure

• If we are unable to provide Services due to events beyond our control (e.g., natural disasters, government restrictions, widespread internet outages, clinician illness), we will use reasonable efforts to reschedule services, issue credits, or provide refunds where applicable. Decisions are made on a case-by-case basis.

11. Tax, Fees, and Currency

• Taxes and government levies (if any) are not refundable except where required by law.

• Refunds are issued in the currency of the original purchase where possible. Currency-conversion differences caused by exchange-rate fluctuations or processor fees are not our liability.

12. Exceptions and Discretionary Refunds

• Discretion: We retain discretion to offer refunds, credits, or goodwill gestures in exceptional cases (e.g., demonstrable technical failure, clinician error, illness causing inability to attend).

• Evidence: Approval of discretionary refunds may require supporting evidence such as medical notes or technical logs.

13. How to Request a Refund or Cancel a Booking

1. Email: Send refund or cancellation requests to thelivingwellphysio@gmail.com including your full name, order or booking reference, date of purchase/booking, and reason.

2. Response: We will acknowledge receipt within 5 business days and aim to resolve requests promptly.

3. Processing: If approved, refunds will be processed through the original payment method where possible within 14 business days of approval.

14. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The updated policy will be posted on the website with a new Effective Date. Continued use of Services after any change constitutes acceptance of the revised Policy.

15. Governing Law and Consumer Rights

• This Policy is intended to apply worldwide. Specific consumer-protection rights in your jurisdiction may provide additional rights that cannot be waived by contract. Nothing in this Policy is intended to limit rights you are entitled to under applicable mandatory consumer-protection laws.

16. Contact

For questions, cancellations, or refund requests email thelivingwellphysio@gmail.com.