MOONCRESS BY ORION WELLNESS

Refund & Cancellation

Effective date: 22 September 2026

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Refund & Cancellation Policy

Overview

This Refund & Cancellation Policy explains the conditions under which cancellations, rescheduling requests, refunds and service credits may be considered for bookings made with MoonCress By Orion Wellness, including bookings paid through third-party payment gateways.

Refund Eligibility

Refunds, where approved, are issued solely at MoonCress's discretion and only in the following cases:

  • Duplicate Payment — Duplicate payment for the same booking, verified against our payment records.
  • Payment Captured but Booking Not Confirmed — Payment captured but booking not confirmed due to a technical error on our side, verified with our payment provider.
  • Cancellation at Least 24 Hours Before Appointment — Cancellation requested at least 24 hours before the scheduled appointment, subject to a cancellation fee of 25% of the booking value.
  • Appointment Cancelled by MoonCress — If an appointment is cancelled by MoonCress, we may offer a reschedule or service credit in place of a refund.

Non-Refundable Situations

  • Services already partially or fully rendered, regardless of satisfaction with the outcome.
  • Cancellations made less than 24 hours before the scheduled appointment.
  • No-shows, or arrivals more than 15 minutes late. Late arrivals may receive a shortened session at the full booking price.
  • Rescheduling requested more than once for the same booking.
  • Change of mind after booking confirmation.
  • Bookings made under offers, discounts, promotions, festive deals or combo pricing.
  • Unused sessions in packages or memberships, including sessions remaining after the package or membership has expired.
  • Gift vouchers, which are non-refundable, non-transferable and cannot be exchanged for cash.
  • Treatments declined or stopped due to undisclosed medical conditions, pregnancy, allergies or intoxication.
  • Refusal of service due to inappropriate conduct, in which case the full booking amount will be forfeited.
  • Bank charges, payment gateway charges or convenience charges.

Refund Terms

  • Original Payment Method — Refunds, where applicable, will be credited to the original payment method only, within 7–10 working days of approval.
  • Service Credit — MoonCress may, at its option, offer a service credit valid for 30 days instead of a cash refund.
  • Refund Request Period — Refund requests must be raised within 48 hours of the appointment date. Requests received after this period will not be considered.

Contact for Cancellation, Rescheduling or Refund Requests

To request a cancellation, reschedule or refund, please contact us with your booking details and payment reference, where applicable: