Refund Policy

Last Updated: December 15, 2025

At The Relax, we are committed to providing a transparent and fair experience for all our users. This policy outlines the terms and conditions for refunds related to the services offered on our platform.

1. Requesting a Refund Before a Session

  • A full refund is only available if a session is **cancelled at least 24 hours** before the scheduled appointment time.
  • To process a refund, the client must provide us with their valid bank account details (e.g., IBAN) for the transfer.

2. The Refund Process

  • Approved refunds are processed via **bank transfer**.
  • The client is responsible for any bank transfer fees or commissions deducted by the financial institutions involved in the transaction.
  • A refund will be issued in the following cases, provided the client does not wish to transfer the booking to another Provider or keep the amount as credit in their The Relax wallet:
    • The session is cancelled by the Provider.
    • The Provider fails to attend the session without prior notice.

3. General Conditions & Limitations

  • Clients are **not eligible for a refund after a session has been completed**. Our service is considered rendered once the session is concluded.
  • No refund, full or partial, will be issued if a client requests to end a session while it is in progress.

4. Technical Issues

  • In the event of technical problems with the The Relax website or application that prevent the client from attending the session, the client must **immediately contact our customer support team** to report the issue.
  • If our team is unable to resolve the technical issue in a timely manner, the client will be compensated with a new appointment at no additional charge.

5. Refund Timeframe

  • If a refund is approved, the amount will be returned to the client's bank account within **10 to 15 business days**.
  • The client will be notified via email once the refund has been processed from our end.

6. Late or Missing Refunds

  • If you have been notified of a refund but have not received it after 15 business days, please first **check your bank account again**.
  • Next, contact your bank. There is often some processing time before a refund is officially posted to your account statement.
  • If you have done all of this and you still have not received your refund, please contact us at info@therelax.co.

7. Contact Us

For any questions or clarification regarding our Refund Policy, please contact our customer support team.

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