Refund & Cancellation Policy

We want you to have a fair and transparent experience. This Refund & Cancellation Policy sets out the circumstances in which you may cancel a booking and receive a refund, the applicable timelines, and how to request one. All refunds are processed through our payment partner, Razorpay, to your original payment method.

Cancellation eligibility depends on how far in advance you cancel before the scheduled consultation:

• More than 24 hours before the scheduled time: free cancellation with a full refund.
• Within 24 hours of the scheduled time: the booking is non-refundable, or eligible for a partial refund at the professional's discretion, as indicated at the time of cancellation.
• After the consultation has begun: no refund, except where the consultation could not be delivered due to a fault attributable to the professional or the Platform.

Once a refund is approved, the amount is credited back to your original payment method via Razorpay within 5–7 business days. The exact time taken to reflect in your account may vary depending on your bank or card issuer. We will share the refund reference once it is initiated.

If you do not attend a confirmed consultation without cancelling in advance (a "no-show"), the booking amount is non-refundable, as the professional's time has been reserved for you.

If the professional fails to attend a confirmed consultation (a professional no-show), you are entitled to a full refund or the option to reschedule at no additional cost.

If a consultation cannot be completed due to a technical failure of the Platform (for example, a video or connectivity failure on our side), you may choose either a full refund or a free reschedule.

If your payment is debited but the booking is not confirmed due to a payment-gateway failure, the amount is typically auto-reversed by Razorpay within 5–7 business days. If it is not, contact us and we will resolve it promptly.

To request a cancellation or refund:

• Go to "My Bookings" in your account and select the relevant booking.
• Choose "Cancel" or "Request Refund" and follow the prompts, or
• Email us at support@passionwave.health with your booking ID and reason for the request.

We will review eligible requests and confirm the outcome. Approved refunds are then initiated through Razorpay.

For physical products purchased through the commerce vertical, you may request a return or replacement within 7 days of delivery, provided the item is unused, in its original condition, and in its original packaging. Certain items may be non-returnable for hygiene, safety, or regulatory reasons, as indicated on the product page.

Once a returned item is received and inspected, eligible refunds are processed to your original payment method via Razorpay within 5–7 business days. Shipping charges may be non-refundable except where the return is due to a defective or incorrect item.

The following are generally non-refundable, except where required by law:

• Consultations cancelled within the non-refundable window or marked as a user no-show.
• Completed consultations and services already rendered.
• Promotional credits, vouchers, or discounts.
• Products excluded from returns for hygiene or regulatory reasons.

For any questions about cancellations or refunds, please contact us:

• Email: support@passionwave.health
• Passionwave Technologies Pvt Ltd, Mumbai, Maharashtra, India