Shewell is committed to providing high-quality prenatal and postnatal counselling services in nutrition, psychological wellbeing, and lactation counselling. This Refund & Cancellation Policy establishes fair and transparent guidelines for appointment management, refunds, and service rescheduling.
2. Appointment Cancellation Policy
2.1 Cancellation 24 Hours or More Before Session
If a client cancels an appointment at least 24 hours prior to the scheduled session:
The client may receive either:
- A full refund, or
- A one-time free rescheduling, subject to counsellor availability.
2.2 Cancellation Less Than 24 Hours Before Session
If cancellation occurs within 24 hours of the scheduled session:
- No refund will be issued.
- At Shewell's discretion, a session credit may be provided in exceptional circumstances.
This policy ensures fairness to counsellors whose time has been reserved.
3. No-Show Policy
If a client fails to attend a scheduled session without prior notice:
- The session will be marked as completed.
- No refund will be provided.
- One-time session credit may be granted in documented emergency situations.
4. Package Plan Refund Policy
4.1 Refund for Unused Sessions
Clients may request a refund for unused sessions within 7 days of package purchase, provided no sessions have been completed.
- A processing fee may be deducted.
4.2 Dissatisfaction After First Session
If a client is dissatisfied after the first session:
Shewell may offer:
- One-time refund for remaining sessions, or
- Counsellor reassignment at no additional cost.
5. Subscription Plans
Clients may cancel subscription plans at any time. Refund eligibility will be evaluated based on:
- Number of sessions used
- Time elapsed
- Service delivery status
Partial refunds may be issued at Shewell's discretion.
6. Emergency Refunds
Refunds may be approved in exceptional circumstances, including:
- Medical emergency
- Pregnancy complications
- Technical failure preventing session delivery
- Counsellor unavailability
Supporting documentation may be required.
7. Non-Refundable Situations
Refunds will not be provided for:
- Completed sessions
- Missed appointments without notice
- Late cancellations
- Change of mind after session completion
- Packages partially used beyond refund window
8. Rescheduling Policy
- Clients may reschedule a session once without charge if the request is made at least 12 hours prior to the scheduled appointment.
- Additional rescheduling may incur charges.
9. Payment Errors
In case of duplicate billing or incorrect payment:
- Full refund will be issued within 5–7 working days after verification.
10. Counsellor Change Policy
- Clients may request one counsellor change without additional charges.
- Further changes may be evaluated based on availability and case requirements.
11. Refund Processing Timeline
- Approved refunds will be processed within 7–10 working days to the original payment method.
- Processing time may vary depending on payment gateway policies.
12. Refund Request Procedure
To request a refund, clients must email:
info@shewell.com
Include the following details:
- Full Name
- Session Date(s)
- Reason for Refund Request
- Payment Receipt or Transaction ID
Incomplete requests may delay processing.
13. Policy Modifications
Shewell reserves the right to update this policy at any time. Updated policies will be published on the official website.