REFUND POLICY

DexWellness
Last updated: 16 March 2026

This Refund Policy explains the rules that apply to cancellations, rescheduling, no-shows, lateness, technical issues, and refunds for services booked through DexWellness, including consultations, counselling, coaching, and practitioner sessions.

This Policy is incorporated into and forms part of our Terms & Conditions.

1. General Principles

DexWellness aims to:

• protect the professional time of practitioners;

• maintain fair scheduling availability for all clients;

• support efficient service operations; and

• provide a reasonable and transparent process for refunds and rescheduling.

Any refund or remedy under this Policy is subject to applicable law, including any non-excludable consumer rights that may apply.

2. Client Cancellation and No-Show Policy

2.1 Cancellation at Least 24 Hours Before the Session

If you cancel 24 hours or more before your scheduled session:

• your session may be rescheduled to another available time; or

• where DexWellness approves it, the payment may be retained as a credit for a future session.

2.2 Cancellation Less Than 24 Hours Before the Session

If you cancel less than 24 hours before the session:

• 40% of the session fee is deemed used; and

• the relevant amount will be allocated between DexWellness and the Practitioner in accordance with internal commercial arrangements.

The remaining eligible amount, if any, may be:

• forfeited;

• converted into a partial credit; or

• otherwise handled at DexWellness’s discretion, unless applicable law requires otherwise.

2.3 No-Show or Late Arrival More Than 30 Minutes

If you do not attend the scheduled session, or you arrive more than 30 minutes late:

• 100% of the session fee is deemed used; and

• no refund will be provided, except where required by law or where DexWellness determines exceptional circumstances apply.

2.4 Technical Issues Caused by the Client

If a session cannot proceed, is delayed, or is materially disrupted due to technical issues on the client’s side, including internet, device, microphone, camera, login, or software issues:

• it will be treated as a client-caused delay or missed appointment; and

• the relevant cancellation or no-show rule above may apply.

2.5 Client Illness, Emergency, or Misfortune

If the client experiences a serious health issue, emergency, accident, or misfortune that affects attendance, DexWellness may, at its discretion and upon reasonable supporting information:

• treat 20% of the session fee as used; and

• provide the remainder as rescheduling credit or another remedy deemed appropriate.

3. Non-Session Digital Services, Programs, and Subscriptions

For digital services, online programs, subscriptions, memberships, assessments, or downloadable content:

• fees are generally non-refundable once access has been granted, the service has commenced, or the content has been delivered;

• if a recurring subscription is cancelled, access will usually continue until the end of the paid billing period unless otherwise stated; and

• no refund is provided for unused time, partial usage, change of mind, or failure to cancel before renewal, except where required by law.

4. Refund Request Process

To request a refund, reschedule, or credit, please contact:

Email: contact@dex-wellness.com

Please include:

• your full name;

• booking date and time;

• practitioner name, if applicable;

• reason for the request; and

• any supporting evidence relevant to illness, emergency, or technical issues.

DexWellness may request additional information before making a decision.

5. Refund Method

Where a refund is approved:

• it will generally be returned using the same payment method used for the original transaction, unless otherwise agreed; and

• processing times may vary depending on the payment provider or financial institution.

6. Discretionary Refunds

In some cases, DexWellness may choose to provide:

• a full or partial refund;

• a service credit;

• a rescheduled session; or

• another reasonable solution,

depending on the circumstances, service type, practitioner availability, prior attendance history, and fairness to both client and practitioner.

7. Exceptions

Nothing in this Policy limits, excludes, or replaces any consumer rights, guarantees, or remedies that cannot be excluded under applicable law.

If any part of this Policy conflicts with mandatory law, the law will prevail to the extent of the conflict.

8. Policy Changes

We may update this Refund Policy from time to time. Any revised version will be posted on our website with the updated date.

9. Contact Us

If you have any questions about this Refund Policy, please contact us:

DexWellness
Email: contact@dex-wellness.com
Address: Fontana Office Tower, 50th Floor, Unit BF-E2, Mansion Bougenville, Jl. Trembesi, Jakarta 14410
Phone: +62 8118193001