Cancellation and Refund Policy

1. Introduction

This Cancellation and Refund Policy governs the way you can cancel bookings made through the Tooka platform and the conditions under which refunds are issued. Our platform connects you with various high-end wellness providers, and while we maintain a standard of excellence, the primary responsibility for service delivery lies with the spa partners.

2. Cancellation Window

To ensure our partners can manage their schedules effectively and provide the best service to all clients, we require a standard 24-hour notice for all cancellations.

• Cancellations made more than 24 hours before the scheduled appointment time will incur no penalty.
• For specialized group packages or premium spa retreats, a 48-hour or 72-hour notice may be required. This will be clearly stated on the booking confirmation page.

3. Refund Eligibility

Refunds are processed based on the timing of your cancellation request and the nature of the service booked. You are eligible for a full refund if:

• The cancellation is made within the permitted window (24+ hours).
• The spa partner is unable to fulfill the appointment due to unforeseen circumstances.
• A documented medical emergency prevents you from attending (subject to partner approval).

4. Non-Refundable Items

In order to protect our partners' livelihood and operating costs, the following scenarios are generally ineligible for refunds:

• Late Cancellations: Any cancellation made less than 24 hours before the appointment.
• No-Shows: Failure to arrive at the spa within 15 minutes of the scheduled start time without prior notice.
• Partial Services: If you choose to leave a session early or opt-out of certain components of a pre-paid package.

5. Processing Time

Once a refund is approved by our support team, the funds are released immediately from our end. However, the time it takes for the credit to appear on your statement depends on your financial institution.

6. Contact Information

We are here to help resolve any disputes or issues regarding your wellness journey. If you feel a refund has been unfairly denied or if you have questions regarding a specific spa's policy, please reach out to our dedicated support team.