Refund policy

We all live busy lives and we understand that plans can change. Our cancellation policy is designed to balance flexibility for users with fairness to practitioners who reserve time for each booking. Below are our cancellation guidelines, including any applicable fees or rescheduling parameters.

1. Patient-Initiated Cancellations

  • a. More than 24 hours before appointment
    Fee: No cancellation fee
    Refund: Full refund or credit
  • b. 24–4 hours before appointment
    Fee: 50% of booking fee
    Refund: 50% refund or credit
  • c. Less than 4 hours before appointment or no-show
    Fee: 100% of booking fee
    Rescheduling: Not allowed
    Refund: No refund unless in exceptional circumstances (e.g. medical emergency which is issued at the discretion of Back2U)

2. Practitioner-Initiated Cancellations

  • a. More than 24 hours before appointment
    Fee: No fee to patient
    Refund: Full refund or credit
  • b. Less than 24 hours before appointment
    Fee: No fee to patient
    Refund: Full refund or credit
  • c. Practitioner no-show or cancels within 2 hours
    Fee: No fee to patient
    Compensation: Full refund
    Note: Practitioner review may be initiated

3. Same-Day Bookings

Given the short lead time, all same-day bookings will require a minimum 2-hour cancellation notice from the patient. Otherwise, 100% cancellation fee applies.

4. Exceptions & Disputes

Exceptional cases (e.g. emergencies, system errors, practitioner illness) will be assessed on a case-by-case basis by Back2U Support.

All disputes must be lodged via email within 48 hours of the appointment time.

Back2U reserves the right to issue credits or override standard fees where appropriate.

5. Best Practices & Recommendations

  • Encourage patients to cancel early if they cannot attend.
  • Practitioners should update availability regularly and notify cancellations ASAP.
  • Automated reminders will be sent 24 and 2 hours before appointments to reduce late cancellations and no-shows.

Marketplace Refund and Cancellation

  • If the order has been shipped, the customer cannot cancel the order.
  • If the product has not been shipped, the customer can cancel the order and receive a refund within 30 days from the payment date.