Refund and cancellation policy
When and how much you get refunded for a booked session — and how we resolve disputes between clients and practitioners.
Last updated: 2026-05-05
1. 14-day right of withdrawal
Under the EU Consumer Rights Directive 2011/83/EU (and equivalent national implementations) you may withdraw from the contract within 14 days of booking, without giving reason.
Exception: if the session is fully performed at your express request before the 14 days expire, the right of withdrawal lapses on performance. You confirm this mechanism via a checkbox at booking.
2. Client cancellation (before the session)
Default policy: more than 24h before the session — 100% refund; 12–24h — 50%; under 12h — no refund; after the session — no refund (except complaint).
Practitioners may set their own (stricter or more lenient) policy — always shown on the session card before booking.
Cancel from /dashboard/client/bookings → automatic Stripe refund in 3–10 business days.
3. Practitioner cancellation
Practitioner cancels: 100% refund + 10% courtesy credit for the next session. More than 3 cancellations in 30 days flags the practitioner for review.
4. No-shows
Client no-show: no refund (except documented force majeure).
Practitioner no-show: 100% refund + 20% compensation from the RealHealers budget. 3 no-shows in 30 days = suspension.
5. Quality complaint
If a session was substandard, file a complaint within 7 days. Mediation up to 7 business days. Outcomes: partial/full refund, free re-do, credit.
Without resolution, RealHealers issues a final platform decision based on Service Charter, evidence and the practitioner's history. Court remedies (Kreisgericht Wil or your local court under Rome I Art. 6) remain available.
6. Stripe refund window (90 days)
Automatic refunds are possible within 90 days of charge. After 90 days, refunds are processed manually and may take up to 30 days. Always refunded in the original currency and to the original payment method.
7. Appealing a decision
Appeal: email info@realhealers.com within 14 days with reasoning and any new evidence. RealHealers reviews within 30 days.
Consumers may also escalate to: PL — UOKiK / municipal consumer ombudsman; DE — Universalschlichtungsstelle des Bundes (Kehl) or local Verbraucherzentrale; CH — Konsumentenforum / Stiftung für Konsumentenschutz (SKS). The EU ODR Platform was discontinued on 20 July 2025 (Regulation (EU) 2024/3228).