As a holistic practitioner, providing excellent customer service is paramount, and occasionally, refund requests may arise from clients. In order to maintain transparency and ensure a smooth refund process, we have established guidelines to help both practitioners and clients navigate refund requests effectively. This article outlines the procedures for issuing refunds and the necessary information required to initiate a refund request.
Refund Policy Overview: Our refund policy aims to balance the needs of both practitioners and clients, while also considering the time and effort invested in preparing for a session. Clients are eligible for a full automatic refund if they cancel their session at least 24 hours prior to the scheduled start time.
Clients are now charged 24 hours prior the session. For cancellations made within 24 hours or after the session has begun, refunds are subject to practitioner approval.
Issuing Refunds for Services in Heallist
Refunds can now be managed directly through your connected payment processor (Stripe or PayPal). Heallist does not process refunds on your behalf. This ensures faster, more secure handling of client payments.
Important Timing Note
Refunds should be issued within 72 hours of the scheduled session time to avoid extra transaction fees.
Issuing Refunds with Stripe
-
Log in to your Stripe Dashboard.
-
Navigate to the Payments section.
-
Find the client’s payment you wish to refund.
-
Click on it, then select Refund payment.
-
You can choose between a full refund or a partial refund.
-
-
Confirm your action. Funds will return to your client’s account according to Stripe’s processing times.
Issuing Refunds with PayPal
-
Log in to your PayPal Dashboard.
-
Go to the Activity section.
-
Find the client’s transaction related to your booking.
-
Click into the transaction, then select Issue a refund.
-
You can enter the amount if doing a partial refund.
-
-
Confirm your action. PayPal will notify both you and the client.
Client Communication
When you issue a refund, we recommend sending your client a quick note via Heallist Message to confirm you’ve processed their request. This helps maintain transparency and trust.
Exceptions: Please note that our refund policy does not cover any missed appointments or sessions canceled outside the designated time frames. In cases where a client fails to attend a scheduled session or provides late notice, practitioners may retain the full session fee.
We understand that refund requests can arise for various reasons, and our aim is to provide a fair and efficient refund process for both practitioners and clients. By adhering to the guidelines outlined in this article and providing the necessary information, practitioners can initiate a refund request smoothly. Should you have any questions or concerns regarding our refund policy, please do not hesitate to reach out to our support team.