Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all services offered by Lotus Essence, including private healing sessions, workshops, group courses, coaching programmes, and digital products. We believe in fairness for both our clients and our practice. If something isn't right, we want to make it right — and this policy explains how.

Depending on your location, you may have a statutory right to cancel a service within a set number of days after purchase, for any reason and without penalty. Minimum cooling-off periods by jurisdiction: • EU member states: 14 calendar days • United Kingdom: 14 calendar days • Australia: 10 business days • United States (California): 14 calendar days (voluntarily extended by Lotus Essence) • Canada: 10–15 business days (varies by province) • UAE: 14 calendar days (voluntarily extended by Lotus Essence) If your jurisdiction is not listed above, we default to a 14-day cooling-off period from the date of purchase. During the cooling-off period, you are entitled to a full refund regardless of whether you have used the service — provided the service was not fully delivered during that time at your explicit request.

To cancel during the cooling-off period: 1. Send an email to admin@lotus-official.com with "Cancellation" in the subject line 2. Include your full name, booking reference, and date of purchase 3. You do not need to give a reason We will acknowledge your request within 2 business days and process the refund within 10 business days of acknowledgement.

Outside of the cooling-off period, the following cancellation terms apply to individual sessions: | Notice Given | Outcome | |-------------|---------| | 48+ hours before session | Full refund or free reschedule | | 24–48 hours before session | Service credit for a future booking | | Less than 24 hours before session | Session fee forfeited | | No-show (no notice) | Session fee forfeited | One free reschedule is included per booking. Additional reschedules may be subject to availability. Late arrivals: If you arrive late, the session will still end at the originally scheduled time. The full fee applies, but you will receive the remaining time with complete care and attention.

If you purchased a multi-session package and wish to cancel partway through: Refund formula: Total amount paid, minus (sessions already used × standard single-session rate), minus an AED 100 administrative fee. Example: You purchased a 5-session package for AED 2,000. After 2 sessions (each worth AED 500 at the single rate), you cancel. Refund = AED 2,000 − (2 × AED 500) − AED 100 = AED 900. Package cancellations must be requested in writing to admin@lotus-official.com.

We understand that life can be unpredictable. In the following circumstances, we will waive cancellation fees and offer a full refund or reschedule, regardless of notice period: • Medical emergency — affecting you or an immediate family member (doctor's note may be requested) • Bereavement — loss of a close family member • Natural disaster — affecting your ability to attend • Technology failure — on our side, preventing the session from taking place To request a compassionate exception, please contact us as soon as possible. We handle these cases with empathy and discretion.

In the rare event that we need to cancel a session: • You will receive as much notice as possible • You may choose between a full refund or a free reschedule at a time that works for you • If the cancellation is due to practitioner illness, we will prioritise rescheduling within the same week where possible We will never charge you for a session that we cancelled.

Refunds are issued using the same payment method you used for the original purchase. | Payment Method | Refund Timeframe | |---------------|-----------------| | Credit/debit card | 5–10 business days | | Bank transfer | 10–15 business days | | Digital wallet (e.g. Apple Pay) | 5–10 business days | | Service credit | Issued immediately | Processing times depend on your bank or payment provider. If you have not received a refund after the stated timeframe, please contact us.

Service credits may be issued as an alternative to monetary refunds in some cases. • Credits are valid for 6 months from the date of issue • Credits are non-transferable to another person • Credits are non-cashable — they cannot be converted to a monetary refund after issue • Credits may be applied to any Lotus Essence service of equal or greater value (you pay the difference) If a credit expires unused, it cannot be reinstated.

Neither party will be liable for failure to perform due to events beyond reasonable control, including but not limited to: • Natural disasters, pandemics, or government-mandated restrictions • Internet or telecommunications failures • Power outages In such cases, we will make reasonable efforts to reschedule affected sessions at no additional cost.

If a session was purchased as a gift: • The purchaser may request a refund during the cooling-off period • After the cooling-off period, refunds are issued as service credits to the recipient • Unused gift sessions expire according to the terms stated at the time of purchase

We kindly request that you contact us before initiating a chargeback with your bank or card provider. In most cases, we can resolve the issue faster and more favourably through direct communication. If a chargeback is filed for a service that was delivered as agreed, we reserve the right to present evidence to the payment processor and to suspend access to future bookings until the dispute is resolved.

Lotus Essence reserves the right to decline or discontinue service to any client. If we exercise this right, you will receive a full refund for any unused sessions or packages. This right is exercised only in exceptional circumstances, such as repeated no-shows, abusive behaviour, or safety concerns.

If you are unhappy with our handling of a refund or cancellation: Step 1 — Informal resolution: Email us at admin@lotus-official.com. Most issues are resolved at this stage. Step 2 — Mediation: If we cannot agree, either party may propose mediation through a qualified mediator in Dubai. Step 3 — Courts: As a last resort, disputes are governed by the laws of the United Arab Emirates and subject to the jurisdiction of the courts of Dubai. EU/UK clients: You may also use the Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr.