We understand that plans can change. Our cancellation policy is designed to be fair to both our clients and our team while ensuring optimal service delivery at Elan Spa & Wellness.
Standard Cancellation Terms
Important: All cancellations must be made through phone or email. Cancellations via social media or third-party platforms are not accepted.
24+ Hours Notice
- Full refund for prepaid treatments
- No cancellation fees applied
- Easy rescheduling available
- Preferred cancellation method for optimal service
12-24 Hours Notice
- 50% refund of treatment cost
- Remaining amount credited for future use
- Credit valid for 6 months
- One-time rescheduling allowed
Less than 12 Hours / No-Show
- No refund - full treatment cost charged
- Applies to no-shows and late cancellations
- Exception only for documented emergencies
- Future bookings may require advance payment
Special Booking Categories
Package Deals & Memberships
- Individual sessions within packages follow standard cancellation policy
- Unused package sessions expire after 12 months
- Partial package refunds available within 30 days of purchase
- Membership suspensions allowed for medical reasons (with documentation)
Group Bookings (4+ People)
- 48-hour cancellation notice required
- Partial group cancellations allowed with 24-hour notice
- Group size reductions may affect package pricing
- Rescheduling subject to availability and advance notice
Special Events & Parties
- 72-hour cancellation notice required
- Custom event bookings have specific cancellation terms
- Deposits may be non-refundable for exclusive bookings
- Weather-related cancellations handled case-by-case
Emergency Exceptions
We understand that genuine emergencies occur. Exceptions to our cancellation policy may be made for:
- Medical emergencies (hospital documentation required)
- Death in immediate family (documentation required)
- Natural disasters or severe weather conditions
- Travel disruptions due to flight cancellations (proof required)
- COVID-19 related illness (test results or medical certificate required)
All emergency exceptions require appropriate documentation and management approval.
Rescheduling Policy
Free Rescheduling
- Available with 24+ hours notice
- Subject to therapist and room availability
- Must be within same month for package deals
- One free reschedule per booking
Same-Day Changes
- Subject to availability only
- No guarantee of preferred time slots
- May result in treatment modifications
- Additional fees may apply for premium time slots
Refund Processing
- Credit card refunds: 5-7 business days
- Cash refunds: Available during business hours
- Gift voucher refunds: Credited as new voucher
- Partial refunds: Processed as spa credit by default
- Bank transfers: 7-10 business days
Spa-Initiated Cancellations
If we need to cancel your appointment due to:
- Staff illness - Full refund or priority rescheduling
- Equipment failure - Alternative treatment or full refund
- Facility maintenance - Advance notice and rescheduling options
- Emergency situations - Full refund and complimentary upgrade for future visit
How to Cancel or Reschedule
Contact Methods:
- Phone: 097672 02220 (Available 9 AM - 9 PM)
- Email: [email protected]
- WhatsApp: 097672 02220
- In-person: At either Nashik or Pune location
Required Information:
- Booking confirmation number
- Full name and phone number
- Appointment date and time
- Reason for cancellation (optional)
Policy Updates
This cancellation policy may be updated to reflect operational changes or legal requirements. All bookings are subject to the policy in effect at the time of booking. Significant policy changes will be communicated to existing clients with advance notice.
Last updated: January 2025
Effective date: January 1, 2025