Cancellation and Refund Policy

1. What this policy covers

This policy applies to payments made through LifeHetu for services offered by independent practitioners: individual sessions, packages, courses, events, subscriptions and payment links. The same rules apply to all of them.

LifeHetu collects these payments on the practitioner's behalf and passes them to the practitioner. Payments you make directly to a practitioner, outside LifeHetu, are not covered and must be taken up with the practitioner.

2. The practitioner’s own policy comes first

Practitioners may set their own cancellation and refund policy. If a practitioner shows you their policy on their profile or booking page, or gives it to you before you pay, that policy applies to your booking. This LifeHetu policy applies wherever the practitioner has not set one.

3. If you cancel or miss a session

• No refunds. Once a booking is confirmed, the payment is not refunded if you cancel or do not attend.
• Rescheduling. You can ask to reschedule, subject to the practitioner's availability. Please ask at least 24 hours before the session, by contacting the practitioner or writing to contact@lifehetu.com. Rescheduling is not guaranteed, and a session you miss without asking to reschedule is forfeited.
• Packages, courses and events. Unused sessions in a package can be rescheduled within the package's validity, subject to availability. Places on courses and events are not refunded if you cancel or do not attend.
• Emergencies. If an emergency stops you attending, tell the practitioner or LifeHetu as soon as you can. The practitioner may agree to reschedule at their discretion.

4. If the practitioner cancels or does not attend

Write to contact@lifehetu.com with your booking details as soon as possible. LifeHetu will take it up with the practitioner and help arrange a new time or a refund, in line with the practitioner's cancellation policy.

The decision to refund rests with the practitioner. LifeHetu's role is to coordinate with the practitioner and to process any refund they approve, and LifeHetu is not responsible beyond that.

5. Transferring a session to someone else

A session cannot be transferred to another person unless the practitioner agrees. If they do, ask at least 24 hours before the session. The new person must be 18 or over and accept our Terms and Conditions.

6. Convenience fee

The convenience fee shown at checkout covers payment processing and is not refundable. Any refund is the amount you paid less the convenience fee.

7. How refunds are paid

• Approved refunds go back to the payment method you used. We cannot refund to a different account.
• We start an approved refund within 7 working days. It usually reaches your account 5 to 7 working days after that, depending on your bank.
• Refunds can only be made within 180 days of the original payment.

8. Failed or duplicate payments

If money left your account but your booking was not confirmed, the payment is normally reversed automatically by your bank or by Razorpay within 5 to 7 working days. If it is not, or if you were charged twice for the same booking, write to contact@lifehetu.com with the payment reference and we will sort it out.

9. Contact

Send cancellation, rescheduling and refund requests to contact@lifehetu.com with your name, the practitioner's name, and the booking date and time. If you are unhappy with how a request was handled, contact our Grievance Officer (details below).