Cancellation Policy

Last updated: 13 July 2026 · MHC HEALTH PTY LTD (ABN 25 664 770 156)

We know plans change — especially with a new baby. This policy explains how to cancel or reschedule, and when a fee may apply. It applies to all services booked through wynssa, operated by MHC HEALTH PTY LTD. Two layers apply: single appointments are handled by time; packages and products are handled by usage.

1. Booking and confirmation

You request a booking in the app; the store confirms it. You can cancel free of charge before confirmation. In-venue services: the store confirms the time. In-home services: charging starts only once a practitioner accepts.

2. Cancelling or rescheduling a single appointment

In short: free within 1 hour of booking; free reschedule/cancel before the window; a modest fee if you cancel late; a firmer fee for a no-show. The 10% platform service fee is non-refundable. We always prefer to reschedule you rather than charge you.

Each item shows which policy applies at booking time — one of two platform templates:

Standard (single services — massage, assessment, care)

Free to cancel within 1 hour of booking.
Free reschedule or cancel up to 24 hours before the start.
Within 24 hours: 25% of the service.
No-show (not attending without notice, or 20+ minutes late): 50%.

Strict (packages / confinement care — advance scheduling and prep)

Free to cancel within 1 hour of booking.
Free reschedule or cancel up to 72 hours before the start.
72–24 hours before: 50%; within 24 hours: 100%.
No-show: 100%.

The 10% platform service fee is non-refundable in all cases.

3. Packages and products (refund by usage)

Packages: fully refundable if unused. Once started, used sessions are charged at the rack (walk-in) rate and are non-refundable, and the platform service fee on that portion is non-refundable; the remaining unused balance is refunded. Cancelling one appointment within a package simply returns the session to your balance to rebook.
Products: non-refundable once used, unless faulty or not as described.

4. If your practitioner does not arrive

If your practitioner fails to attend, or is more than 20 minutes late without letting you know, you may cancel at no charge, and any wallet hold or session credit is released in full. Store cancellations are always fully refunded and affect the store's reliability score.

5. Quality guarantee

You can raise a complaint within 7 days of a completed service. After review, we may compensate you to your wallet, up to the order amount.

6. Refunds and credits at our discretion

We may, at our discretion, waive a fee, issue a refund, or offer a credit to resolve a concern. Anything offered this way is in good faith and does not amount to an admission of fault or liability.

7. Your rights under Australian Consumer Law

Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights. If a service has a major failure, you may be entitled to a refund or other remedy regardless of anything above.

8. Questions

Message the store on your booking first — they usually know your situation best. If that does not resolve it, contact us at hello@wynssa.com.