Return and Refund Policy

Last Updated: January 09, 2025

Enlighten Mind Wellbeing is a platform connecting customers with independent wellbeing service providers (vendors). Since the services provided are experiential and subjective, refunds are handled directly between customers and vendors under the following terms:

1. Effective Date for Refunds

This refund policy will take effect starting from April 1, 2025, coinciding with the official launch of our platform. Any services booked or delivered prior to this date will not be eligible for refunds under this policy.

2. Eligibility for Refunds

Refunds may only be considered if:

The service was not delivered as scheduled.
The service was significantly different from what was described.
The quality of the service was unacceptable, as agreed by both parties.

Refund Request Time Limit:

Refund requests must be submitted within 7 days of the scheduled service date. Requests made after this period will not be considered unless there are exceptional circumstances, such as the vendor failing to provide the service entirely.

Important Note:
Since Enlighten Mind Wellbeing services are subjective and individual experiences may vary, dissatisfaction with the outcome alone does not qualify for a refund. Refunds will only be processed if there is an objective issue with the service, such as non-delivery or significant deviation from the agreed service.

3. Dispute and Refund Process

Step 1: Initial Resolution Attempt
If a customer is dissatisfied with a service, they should contact the platform by emailing contact@enlightenmindwellbeing.com, providing a detailed explanation of the issue within 7 days of the service date.

The platform will review the complaint and coordinate with the vendor to provide a satisfactory response to the customer.
Both parties should attempt to resolve the issue through this process, with the platform mediating if necessary.

Step 2: Refund Agreement

If the customer and vendor agree on a refund, the vendor will process the refund directly.
Enlighten Mind Wellbeing will not process or issue refunds on behalf of vendors but will monitor the process to ensure fairness.

Step 3: Platform Mediation

If no agreement can be reached, the platform will continue to act as a neutral mediator and provide further recommendations.
However, the final decision and responsibility for issuing a refund lie with the vendor.

4. Refund Limitations

To prevent misuse of the refund policy, the following limitations apply:

Maximum Refund Requests: Each user is allowed a maximum of 2 refund requests per calendar year.
Service Rebooking Restriction: If a user receives a refund for a specific service or workshop, they may be restricted from booking the same service again in the future.
Platform Review: All refund requests are subject to platform review. Enlighten Mind Wellbeing reserves the right to decline refund requests that are deemed unreasonable or abusive.
Partial Refunds: In certain situations where the service was partially delivered but not entirely satisfactory, a partial refund may be offered as a resolution. This decision will be made through mutual agreement between the platform, vendor, and customer.

5. Service Cancellation Policy

Customers must provide at least 24 hours’ notice to cancel a scheduled service.
Cancellations made with less than 24 hours’ notice or failure to attend a scheduled event/service (“no-show”) are not eligible for refunds.
Vendors who fail to deliver services without proper notice may be subject to penalties or removal from the platform.

6. Platform’s Role and Liability

Enlighten Mind Wellbeing acts only as a facilitator and mediator. We are not responsible for the quality of services or the issuance of refunds. Our liability is limited to providing a fair environment for dispute resolution.

7. Sale and Final Services

Sale items or promotional services are FINAL SALE and are not eligible for refunds.

8. Questions

If you have any questions concerning our return policy, please contact us at:
contact@enlightenmindwellbeing.com