This Refund & Cancellation Policy explains how cancellations, refunds, and disputes are handled when you book beauty & wellness services through ViHi, operated by Neosenth India Private Limited ("ViHi," "we," "us," or "our"). It should be read together with our Terms of Service and Privacy Policy.
ViHi is a marketplace that connects clients ("Clients") with independent beauty and wellness professionals ("Professionals"). ViHi is not the provider of the services and does not perform them.
1. How Payment Protection Works
When you book and pay through ViHi, your payment is collected at the time of booking and held securely by our regulated payment partner. Funds are not released to the Professional until the booking is completed and confirmed.
- Your payment is held in escrow with our payment partner after booking.
- Funds are released to the Professional only after the service is marked complete and confirmed.
- If a booking is eligible for a refund under this policy, the held amount is returned to your original payment method.
2. Cancellations by Clients
You can cancel an eligible booking from within the ViHi app. The refund you receive depends on how close the cancellation is to the scheduled service time. Any specific cancellation window for a booking will be shown to you at the time of booking and takes precedence over the general guidance below.
- Free cancellation: cancel at least 24 hours before the scheduled start time for a full refund.
- Partial cancellation: cancel between 24 and 4 hours before the start time for a refund of the service amount minus any non-recoverable costs already incurred by the Professional.
- Late cancellation: cancellations within 4 hours of the start time may not be eligible for a refund of the service amount.
- Client no-show: if you are not available at the scheduled time and location, the booking may be treated as completed and is non-refundable.
Non-refundable booking or platform fees, where applicable, are disclosed at checkout.
3. Cancellations or No-Shows by Professionals
If a Professional cancels a confirmed booking, fails to arrive, or is unable to provide the booked service, you are entitled to a full refund of the amount held, including any booking or platform fees.
- You receive a full refund to your original payment method.
- Where possible, ViHi will help you find an alternative Professional for the same service.
- Repeated cancellations or no-shows by a Professional may result in removal from the platform.
4. Service Not Delivered or Not as Described
If a service is not delivered, is incomplete, or is materially different from what was agreed at booking, you can raise a concern before the payment is released. Please report the issue within 24 hours of the scheduled service time so the held payment can be reviewed.
- Raise the issue in-app via your booking, or email us, within 24 hours of the scheduled service.
- ViHi may pause release of the held payment while the issue is reviewed.
- Outcomes may include a full refund, a partial refund, or release to the Professional, based on the evidence from both sides.
5. Non-Refundable Situations
Refunds are generally not available where:
- The service was completed as agreed and confirmed.
- You did not show up for a scheduled booking (client no-show).
- You cancelled outside the eligible cancellation window.
- A dissatisfaction claim is raised after the standard reporting window without valid supporting reasons.
6. Refund Method & Timeline
- Approved refunds are issued to your original payment method via our payment partner.
- Refunds are typically processed within 5–7 business days after approval, though your bank or provider may take additional time to reflect the credit.
- We do not issue cash refunds; refunds follow the original payment route.
7. Disputes
Because ViHi holds payment until a booking is completed, most issues can be resolved before funds are released. If you and the Professional cannot agree, ViHi will review the booking details, communications, and any evidence provided, and make a reasonable determination. ViHi's decision on the release or refund of held funds is final for amounts processed through the platform.
8. How to Request a Refund
You can request a refund or cancellation in two ways:
- In the ViHi app: open the booking and choose Cancel or Report an issue.
- By email: contact support@neosenth.com with your booking ID and a short description.
9. Changes to This Policy
We may update this policy from time to time. When we make material changes, we will update the "Last Updated" date above and, where appropriate, notify you through the app or by email. The cancellation terms shown at the time of your booking apply to that booking.
10. Contact Us
Questions about refunds or cancellations? Email support@neosenth.com or visit our Contact page. Neosenth India Private Limited, Bengaluru, India.