Refund Policy

Effective Date: August 26, 2025

1. Our Commitment to Fair Treatment

At Elviora Wellness Sanctuary, we are committed to providing exceptional wellness services and ensuring fair treatment for all our clients. This Refund Policy outlines the circumstances under which refunds may be granted and our process for handling refund requests.

2. Service Satisfaction Guarantee

We stand behind the quality of our services. If you are not completely satisfied with your wellness experience, we encourage you to speak with our management team immediately so we can address your concerns.

3. Refund Eligibility

3.1 Full Refund Scenarios

You are entitled to a full refund in the following circumstances:

• Service Not Provided: If we are unable to provide the booked service due to our error or unavailability
• Health Contraindications: If our practitioner determines the service is not suitable for your health condition
• Facility Issues: If facility problems prevent us from delivering the expected service quality
• Practitioner Unavailability: If your preferred practitioner is unavailable and no suitable alternative is offered
• Service Quality Issues: If the service provided significantly differs from what was advertised or promised

3.2 Partial Refund Scenarios

Partial refunds may be granted when:

• Service is interrupted or shortened due to unforeseen circumstances
• Equipment malfunction affects part of the treatment
• Client preferences change during treatment (refund for unused portion)
• Minor service discrepancies that affect overall experience

4. Cancellation and Refund Timeline

5. Emergency and Exceptional Circumstances

We understand that emergencies and unforeseen circumstances occur. We will consider full refunds for:

5.1 Medical Emergencies

• Sudden illness requiring medical attention
• Emergency hospital admissions
• Doctor-prescribed restrictions on spa treatments
• Pregnancy complications affecting treatment safety

Documentation from a healthcare provider may be required.

5.2 Extreme Weather or Natural Disasters

• Severe weather conditions making travel unsafe
• Government-issued travel advisories
• Public transit disruptions beyond client control
• Emergency situations declared by authorities

5.3 Bereavement

• Death of immediate family member
• Funeral or memorial service conflicts
• Family emergencies requiring immediate attention

6. Gift Certificate Refunds

6.1 Standard Gift Certificate Policy

• Gift certificates are valid for 12 months from purchase date
• Unused gift certificates cannot be refunded after 30 days
• Gift certificates are transferable to other individuals
• Extensions may be granted for exceptional circumstances

6.2 Gift Certificate Refund Exceptions

Refunds for gift certificates may be provided within 30 days of purchase if:

• The gift certificate was purchased in error
• The recipient has medical contraindications for spa services
• The purchaser is eligible for cooling-off period rights under consumer law

7. Package and Membership Refunds

7.1 Service Package Refunds

Multi-service packages purchased at a discount:

• Refunds calculated at individual service rates minus used services
• Unused services refunded within policy timeframes
• Package discounts may be recalculated for partial refunds

7.2 Membership Cancellations

Monthly membership plans (when available):

• 30-day notice required for cancellation
• Current month charges are non-refundable
• Unused benefits expire upon cancellation
• Administrative fees may apply

8. Refund Process

8.1 How to Request a Refund

1. Contact Us Promptly: Email [email protected] or call +1 613-720-9823
2. Provide Details: Include your booking reference, service date, and reason for refund request
3. Documentation: Submit any required supporting documentation
4. Review Process: We will review your request within 2-3 business days
5. Decision Notification: You will receive email confirmation of our decision

8.2 Refund Processing Timeline

9. Alternative Resolution Options

Instead of monetary refunds, we may offer:

10. Non-Refundable Items and Services

The following are generally non-refundable:

• Completed services that met advertised standards
• Retail product purchases (unless defective)
• Administrative fees and taxes
• Services used more than 30 days ago (unless warranty issues)
• Add-on services to completed treatments

11. Health and Safety Considerations

11.1 Pre-Treatment Health Assessment

To minimize refund situations due to health issues:

• Complete our health questionnaire honestly
• Inform us of any medical conditions or concerns
• Discuss any medications that might affect treatment
• Ask questions about treatment suitability before booking

11.2 Treatment Modifications

If health concerns arise during your visit:

• Treatments can be modified to ensure your safety
• Alternative services may be offered at no extra charge
• Partial refunds available if significant modifications are needed
• Future appointments can be scheduled when health permits

12. Dispute Resolution Process

12.1 Internal Resolution

1. Direct Discussion: Speak with your service provider or front desk staff
2. Management Review: Request to speak with the Wellness Director
3. Formal Complaint: Submit written complaint to management
4. Review Committee: Complex cases reviewed by senior management team

12.2 External Options

If internal resolution is unsuccessful:

• Better Business Bureau: File a complaint for mediation
• Consumer Protection Ontario: Report unfair business practices
• Small Claims Court: Legal recourse for disputes under $35,000
• Professional Associations: Report to relevant professional bodies

13. Seasonal and Promotional Policies

13.1 Holiday and Special Event Bookings

During peak periods (holidays, special events):

• Extended cancellation periods may apply
• Higher cancellation fees due to opportunity cost
• Limited rescheduling options during busy periods
• Special terms clearly communicated at booking

13.2 Promotional Pricing Refunds

Services booked with promotional pricing:

• Refunds calculated at promotional rate, not regular price
• Special promotion terms may include different refund conditions
• Groupon and third-party vouchers subject to issuer's refund policy
• Seasonal promotions may have unique terms

14. COVID-19 and Health Emergency Policies

In recognition of ongoing health considerations:

14.1 Health Screening Refunds

• Full refund if client fails health screening upon arrival
• No penalty for illness-related same-day cancellations
• Flexible rescheduling for cold/flu symptoms
• Refunds for government-mandated closures

14.2 Vaccination and Health Requirements

• Clear communication of any health requirements
• Refunds available if requirements change after booking
• Alternative service options for those unable to meet requirements

15. Customer Rights Under Canadian Law

16. Contact Information for Refunds

For all refund-related inquiries:

Refund Department
Elviora Wellness Sanctuary
37 King St East
Toronto, ON M5C 1E9
Phone: +1 613-720-9823
Email: [email protected]
Hours: Monday-Friday 9AM-6PM

17. Policy Updates and Changes

This Refund Policy may be updated to:

• Reflect changes in consumer protection law
• Improve client satisfaction processes
• Address new service offerings
• Incorporate feedback from client experiences

Significant changes will be communicated via:

• Email notification to existing clients
• Website announcements
• Updated terms for new bookings

18. Documentation and Record Keeping

We maintain detailed records of:

• All refund requests and decisions
• Client communications regarding service issues
• Service modifications and adjustments
• Health-related service restrictions

This documentation helps us:

• Ensure consistent policy application
• Identify areas for service improvement
• Protect both client and business interests
• Maintain regulatory compliance