Refund Policy

A. Refund Policy

To request a refund, clients must contact support@mandalanarratives.com.

General Rule: All bookings are refundable minus a ₱200 processing fee, provided the request meets the eligibility conditions.

Refund Eligibility

1. 24-Hour Refund Window
   • Refund requests must be sent at least 24 hours before the scheduled session.
   • Timing is based on the timestamp when the message is received.
   • Requests made after this window are not refundable.
2. Same-Day Bookings
   • You may request a refund within 2 hours of booking OR until the session start time whichever comes first.
   • Refunds cannot be processed once the session begins.
3. Late Cancellations (Non-Refundable)
   • Cancellations made less than 24 hours before the session are non-refundable.
   • Late refund requests for same-day bookings (beyond the 2-hour grace period) are also non-refundable.
   • You may still reschedule with a rescheduling fee.
4. Practitioner-Initiated Cancellations
   • If the Practitioner cancels, the user receives a 100% refund (no processing fee deducted).
5. Practitioner-Initiated Rescheduling
   • Practitioners may request rescheduling only for valid reasons.
   • Practitioner must offer at least two (2) alternative schedules.
   • If neither works, the client may propose alternatives.
   • If no mutually agreeable time can be found, the client may request a 100% refund, regardless of timing.

B. Rescheduling Policy

Rescheduling Fee: ₱350

1. One Free Reschedule (24 Hours Before Session)
   • Users may reschedule once for free if the request is sent ≥24 hours before the appointment.
   • Additional reschedules, even outside the 24-hour window, incur ₱350.
2. Same-Day Bookings
   • All same-day bookings may be rescheduled but always require the ₱350 rescheduling fee.
3. Rescheduling Within 24 Hours
   • Any request sent <24 hours before the session requires the ₱350 fee.
4. Timing Verification
   • All timing is based on the platform's system timestamp.
   • External clocks, screenshots, or device time cannot override system time.

C. No-Show Policy

1. Client No-Show (Non-Refundable)
   • A user is marked as a No-Show if they fail to join within 50% of the session duration.
   • No-shows are non-refundable and non-reschedulable.

   Examples:

   • 60-minute session → Not joining by 30 minutes = No-Show
   • 90-minute session → Not joining by 45 minutes = No-Show
2. Late Arrival (Still Allowed to Join)
   • Users who join before 50% of the session passes may still join.
   • If the Practitioner has another booking afterward, only remaining time will be provided.
   • If available, the Practitioner may extend to provide the full session.
3. Practitioner No-Show
   • If the Practitioner fails to join within 10 minutes, the client may choose:
   • A 100% refund, OR
   • A complimentary reschedule.
4. Time Reference
   • All lateness, no-show, and delay calculations use the platform or session link timestamps.