Plans can change. Here is how we help.
Eligible bookings can be cancelled online until two hours before the appointment. Refunds are reviewed according to the payment, cancellation time and booking circumstances.
Cancel an eligible appointment directly from My Bookings.
Online cancellation closes. Contact support for exceptional cases.
A cancellation is recorded first; paid amounts are then reviewed.
The deadline is calculated from the confirmed appointment date and time. For example, an appointment at 6:00 PM must normally be cancelled online before 4:00 PM.
How to cancel a booking
- Sign in using the customer account that placed the booking.
- Open My Bookings.
- Select the eligible appointment and choose “Cancel Booking”.
- Provide an accurate cancellation reason and confirm.
A cancellation is complete only when the booking displays the cancelled status. If the button is unavailable or the status does not update, use the Contact page instead of creating a duplicate request.
Customer cancellation eligibility
A customer may normally cancel an eligible pending or confirmed booking online when more than two hours remain before the scheduled appointment. Cancellation eligibility may also depend on whether the appointment is already in progress, completed, cancelled or expired.
Inside the final two-hour period, online cancellation is closed. Contact support if an emergency or exceptional circumstance prevents the appointment. Support review does not guarantee a refund.
₹150 UPI booking advance
A non-refundable ₹150 UPI advance is required to reserve the appointment. The payment is considered submitted only after you provide the required transaction reference and is considered verified only after our team approves it.
Never share your UPI PIN, password or OTP with a therapist or support agent. Full online gateway payment is currently unavailable.
Remaining cash payment
The remaining amount displayed for the booking is paid in cash after the service is completed. It is not collected when an appointment is cancelled before service.
The ₹150 booking advance remains non-refundable when the customer cancels, is unavailable, provides incorrect details or prevents the service from being delivered.
Unpaid or incomplete bookings
A booking awaiting OTP verification or payment may expire or be cancelled without a monetary refund when no successful payment was received. A payment screenshot alone is not proof that The Leaf And Life Spa received funds. If your bank shows a debit, contact us with the booking number and UPI transaction reference so it can be checked.
Therapist or platform cancellation
If the assigned therapist cannot attend, The Leaf And Life Spa may offer another suitable therapist or a new appointment time. You may reject the replacement and request review of any amount already paid.
When The Leaf And Life Spa or the therapist cancels before service for reasons not caused by the customer, the paid amount is normally eligible for a full refund. This does not apply where service could not proceed due to an unsafe location, prohibited conduct, denied entry or materially incorrect customer information.
Late arrival, denied access and no-show
Please be available at the confirmed address and time. Incorrect hotel details, missing visitor permission, denied building access, an unsafe environment or customer unavailability may be treated as a no-show. In these situations, the appointment may be shortened or cancelled, and paid amounts may be non-refundable after review.
If the therapist is delayed, allow reasonable travel time and contact support. Do not independently mark the appointment completed or make another payment unless instructed through an official The Leaf And Life Spa channel.
Unsafe or inappropriate conduct
Therapists may immediately stop or refuse service where there is an inappropriate request, harassment, intoxication, threat, illegal activity or another genuine safety concern. Such cancellation may not qualify for a refund, and the customer account may be suspended or reported.
Refund review and processing time
Eligible paid cancellations are marked for refund review. We may ask for the booking number, payment reference or supporting information. Approval is not automatic and must be completed before funds are sent.
If an exception is approved, we will communicate the refund method and expected processing time. Bank and UPI processing periods may vary and can be outside The Leaf And Life Spa’s direct control.
Duplicate or incorrect payments
If you believe you were charged twice or charged an incorrect amount, contact us promptly. Include your booking number, paid amount, payment date and UPI transaction reference. Do not share UPI PINs, passwords or OTPs. Verified excess payments will be handled through the applicable payment method.
How to request help
Use the Contact page and provide the booking number, registered mobile number and a short explanation. Refund requests should be made from the customer connected to the booking. For security, we may verify account ownership before sharing payment information or taking action.
Policy changes and consumer rights
We may update this policy when booking, payment or legal requirements change. The effective date above identifies the current version. Nothing in this policy removes any right or remedy that cannot be excluded under applicable Indian consumer law.
Let our support team review it
Keep your booking number and payment reference ready for faster assistance.