At Dumaguete Wellness, we value our customers' time and the time of our instructors, practitioners and team. This policy explains our cancellation, rescheduling and refund procedures for classes, treatments, memberships, packages and other services.

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By making a booking or purchase, you agree to the applicable conditions outlined below.

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1. CLASS AND SERVICE CANCELLATIONS

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All class, treatment, private session and other service bookings are subject to our 24-hour cancellation policy.

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Customers must cancel or reschedule their booking at least 24 hours before the scheduled start time to avoid a late-cancellation charge.

Cancellations must be made through our official booking system or another cancellation channel authorised by Dumaguete Wellness.

Customers are responsible for ensuring that their cancellation has been successfully recorded in the booking system.

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2. LATE CANCELLATIONS

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A late cancellation occurs when a customer cancels or requests to reschedule a booking less than 24 hours before the scheduled start time.

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Late cancellations are charged at the full booking amount.

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Where a booking was paid for using the Club Wallet or a package, the applicable booking amount or session will be deducted from the available balance or package, as applicable.

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Where a booking was paid for through another payment method, the applicable late-cancellation charge remains payable.

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Late-cancellation charges apply regardless of the reason for cancellation, subject to any exception approved by Dumaguete Wellness or any rights provided under applicable law.

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3. NO-SHOW POLICY

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A no-show occurs when a customer fails to attend a confirmed booking without cancelling it in accordance with this policy.

No-shows are charged at the full booking amount.

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For bookings paid through the Club Wallet, the applicable amount will be deducted from the available balance. For bookings purchased through a package, the relevant session will be treated as used.

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For bookings paid through another payment method, the full booking amount remains payable if it has not already been collected.

Customers who arrive after a session has started may be unable to participate if their late arrival would disrupt the session or compromise safety. Such cases may be treated as a no-show where appropriate.

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4. CANCELLATIONS MADE AT LEAST 24 HOURS IN ADVANCE

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Customers who cancel at least 24 hours before the scheduled start time will not incur a late-cancellation charge.

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Where the booking was paid for using the Club Wallet, the applicable amount may be restored to the customer's wallet balance.

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Where the booking was made using a package, the session may be restored in accordance with the applicable package conditions.

For bookings paid through another payment method, any refund or payment adjustment will be handled in accordance with the applicable purchase conditions and this policy.

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Cancelling a booking within the permitted cancellation period does not automatically entitle a customer to a cash refund for a package or Club Wallet.

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5. CANCELLATIONS BY DUMAGUETE WELLNESS

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Dumaguete Wellness may occasionally need to cancel or reschedule a class, treatment, event or other service due to instructor or practitioner availability, operational requirements, maintenance, safety concerns or unforeseen circumstances.

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If we cancel a confirmed booking, we will communicate the available arrangements to affected customers.

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Depending on the circumstances and original payment method, the available resolution may include:

• Rescheduling the booking to another available date or time.

• Restoring the applicable amount to the customer's Club Wallet.

• Restoring a session to the customer's package.

• Issuing a refund for the cancelled service where appropriate.

Customers will not incur a late-cancellation or no-show charge for a booking cancelled by Dumaguete Wellness.

 

Any refund or other remedy required by applicable law will be provided accordingly.

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6. CLUB WALLET REFUNDS

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The Dumaguete Wellness Club Wallet allows customers to pay for eligible classes and sessions using their available wallet balance.

Club Wallet funds may only be used for eligible classes and sessions and cannot be used to purchase food, beverages or other excluded products.

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Club Wallet top-ups are generally non-refundable once purchased, except where a refund is approved by Dumaguete Wellness or required under applicable law.

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Refund requests will be reviewed based on the circumstances, the applicable purchase conditions and any rights available under applicable law.

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A refund of a Club Wallet top-up is different from restoring the amount used for an individual booking. Where a booking qualifies for a wallet adjustment, the relevant amount may be restored to the customer's Club Wallet rather than refunded in cash.

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Customers can view and track their Club Wallet balance and related transactions through their Dumaguete Wellness account.

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7. UNUSED PACKAGES AND CLUB WALLET BALANCES

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Customers are responsible for using their package sessions and Club Wallet balance within any applicable validity period communicated at the time of purchase.

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Unused package sessions or Club Wallet balances do not automatically entitle customers to a cash refund or an extension of validity.

Requests concerning unused balances, expired packages or extensions will be reviewed in accordance with the applicable purchase conditions and Philippine law.

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Nothing in this policy removes any refund rights or other remedies available to customers under applicable law.

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8. MEMBERSHIPS AND ACCESS PASSES

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Memberships, access passes and promotional offers may have specific cancellation, refund, validity and usage conditions.

Customers should review the terms of the relevant membership or pass before purchasing.

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Cancellation of a membership does not automatically entitle a customer to a refund of previous payments or unused benefits.

Where recurring payments apply, requests to cancel a membership or stop future payments will be handled according to the relevant membership terms and applicable law.

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Any product-specific cancellation or refund conditions will apply alongside this policy, subject to applicable law.

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9. EVENTS, WORKSHOPS AND SPECIAL BOOKINGS

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Events, workshops, wellness programmes and special bookings may be subject to specific cancellation and refund conditions.

Any additional conditions, including cancellation deadlines or deposit requirements, will be communicated before purchase where applicable.

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Where no additional conditions are specified, the general provisions of this policy apply.

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If Dumaguete Wellness cancels an event or service, affected customers will be informed of the available arrangements in accordance with the applicable terms and law.

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10. REFUND REQUESTS AND PROCESSING

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Customers requesting a refund should contact Dumaguete Wellness through our official communication channels.

Please provide your name, booking or transaction details, the service or product purchased, the payment method and a brief explanation of your request.

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Each request will be reviewed against the applicable booking conditions, payment records and this policy.

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Where a refund is approved, it will ordinarily be processed through the original payment method where reasonably possible and subject to the payment provider's procedures.

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Refund processing times may vary depending on the payment method, financial institution or payment service provider.

Where an adjustment is made to a Club Wallet balance or package, the change will be reflected in the customer's account where applicable.

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Customers will be contacted if additional information is needed to review a request.

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11. EXCEPTIONAL CIRCUMSTANCES

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We understand that unexpected circumstances may occasionally affect a customer's ability to attend a booking.

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Customers experiencing exceptional circumstances may contact Dumaguete Wellness to request a review of the applicable charge or booking arrangement.

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Requests will be assessed individually. Any discretionary exception does not create an automatic entitlement to an exception in future cases.

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Nothing in this section limits any rights or remedies available under applicable law.

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12. CONTACT US

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For cancellation, rescheduling or refund enquiries, please contact Dumaguete Wellness through the official contact details published on our website.

Website: https://www.dumaguetewellness.com

 

Please provide your booking or transaction details so our team can review your request efficiently.

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13. POLICY UPDATES

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Dumaguete Wellness may update this policy from time to time to reflect changes in our services, booking system, payment arrangements or legal obligations.

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The latest version will be published on our website with its effective date.

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Changes will not retrospectively remove rights that customers have already acquired under applicable law or an existing agreement.

By making a booking or purchase, customers acknowledge that they have had the opportunity to read this Cancellation & Refund Policy.