Cancellation & Refund Policy
Last updated April 30, 2026
Plans change. Here's exactly what to expect when they do.
1. Client-initiated cancellations
You can cancel any upcoming session from your dashboard. The refund you receive depends on how far in advance you cancel:
| When you cancel | Refund |
|---|---|
| 24 hours or more before the session | 100% refund |
| Between 2 and 24 hours before | 50% refund |
| Less than 2 hours before, or no-show | No refund |
The refund preview shown in the cancellation modal at the moment you cancel is the authoritative number — it's calculated from the actual session start time.
2. Provider-initiated cancellations
If your physiotherapist cancels for any reason, you receive a 100% refund automatically regardless of timing. We also notify you by email and you'll see the cancelled session and refund in your dashboard.
3. Refund timing
Refunds are issued to your original payment method through Stripe and typically appear on your statement within 5–10 business days, though most banks post them within 2–3 days. We do not retain any portion of the refunded amount.
4. No-shows
A "no-show" means you did not join the video session within 15 minutes of its scheduled start time. No-shows do not receive a refund. If you experienced a technical issue that prevented you from joining, contact support within 24 hours and we'll review on a case-by-case basis.
5. Rescheduling
Rescheduling is treated as a cancellation followed by a new booking. If you reschedule at least 24 hours in advance, the full amount is refunded and re-charged at the new session price. If your physio offers a "courtesy reschedule" within their policy, no charge applies.
6. Disputes
If you believe a charge or refund was incorrect, please open a dispute by emailing billing@nurturecorestudio.com within 30 days of the charge. We aim to respond within two business days. Filing a chargeback with your bank before contacting us makes it harder for us to help, so please reach out first.
7. Changes to this policy
We may update this policy from time to time. Updates apply to sessions booked after the change takes effect; existing bookings remain governed by the policy in force at the time of booking.