Refund Policy

Clear and fair refund guidelines for our services

Refund & Cancellation Policy

Last updated: August 26, 2025

Fair & Transparent: Our refund policy complies with Ontario Consumer Protection Act and Google Ads policies to ensure fair treatment for all clients.

Policy Overview

At Nexirra, we understand that sometimes plans change. Our refund and cancellation policy is designed to be fair to both our clients and our therapists while ensuring we can maintain high-quality services.

This policy applies to all massage therapy and wellness services provided by Nexirra, including individual sessions, package deals, and special treatments.

Cancellation Policy

24+ Hours Notice

No Penalty
  • Full Refund: 100% refund for all payments
  • Free Rescheduling: Move your appointment to any available time
  • No Questions Asked: Cancel for any reason
  • Package Credits: Session credit remains in your package
Example: You booked a $120 relaxation massage for Saturday at 2 PM. You cancel on Thursday at 3 PM. You receive a full $120 refund or can reschedule at no charge.

12-24 Hours Notice

50% Fee
  • Partial Refund: 50% refund of session cost
  • Rescheduling Fee: 50% of session cost to reschedule
  • Package Credits: Lose half session credit from package
  • Processing Time: Refunds processed within 3-5 business days
Example: You have a $120 appointment on Saturday at 2 PM. You cancel on Friday at 6 PM. You receive a $60 refund, or pay $60 to reschedule.

Less Than 12 Hours

Full Charge
  • No Refund: Full session cost is charged
  • No Rescheduling: Must book and pay for new appointment
  • Package Deduction: Full session credit is used from package
  • Emergency Exceptions: May be waived for genuine emergencies
Example: You have a $120 appointment on Saturday at 2 PM. You cancel on Saturday at 10 AM. You are charged the full $120 with no refund.

No-Show Policy

Full Charge
  • Full Payment: Charged complete session cost
  • 15-Minute Grace: We wait 15 minutes past appointment time
  • Contact Attempt: We'll try to call you once
  • Future Bookings: May require advance payment

Emergency Exceptions

We understand that genuine emergencies can occur. The following situations may qualify for exception to our standard cancellation policy:

Medical Emergencies
  • Sudden illness or injury requiring medical attention
  • Hospitalization (client or immediate family)
  • Doctor-advised treatment contraindications

Documentation: Medical certificate or hospital documentation may be required.

Family Emergencies
  • Death in immediate family
  • Child care emergencies
  • Elderly parent care crises

Verification: Situation will be assessed case-by-case with discretion.

Severe Weather
  • Government-issued weather warnings
  • Public transportation shutdowns
  • Road closures affecting travel

Automatic: No documentation required for official weather emergencies.

Transportation Issues
  • Vehicle breakdown or accident
  • Public transit service disruptions
  • Flight delays/cancellations (for out-of-town clients)

Documentation: Service alerts, tow receipts, or travel confirmations accepted.

Emergency Contact: For emergency cancellations, call us immediately at +1 604-486-8088. We're available during business hours and will do our best to accommodate genuine emergencies.

Package & Membership Policies

Treatment Packages

  • Validity Period: All packages expire 12 months from purchase date
  • Non-Transferable: Packages cannot be transferred to other individuals
  • Partial Refunds: Unused sessions refundable at pro-rated amount (minus 10% administrative fee) within 30 days of purchase
  • Expiry Extensions: Extensions may be granted for medical reasons (documentation required)
Package Refund Example:

You purchased a 5-session package for $500. You used 2 sessions and want to cancel. Refund calculation:

Remaining sessions: 3 × $100 = $300

Administrative fee: $300 × 10% = $30

Your refund: $270

Membership Programs

  • Monthly Memberships: 30-day cancellation notice required
  • Annual Memberships: Prorated refund available within first 30 days
  • Unused Credits: Credits expire with membership cancellation
  • Pause Option: Memberships can be paused for up to 60 days (medical reasons)

Refund Process

1
Contact Us

Call +1 604-486-8088 or email [email protected] to request cancellation or refund.

2
Verification

We'll verify your booking details and calculate any applicable fees based on our policy.

3
Confirmation

You'll receive email confirmation of the cancellation and refund amount (if applicable).

4
Processing

Refunds are processed within 3-5 business days to your original payment method.

Payment Method Refunds

Credit/Debit Cards

3-5 business days (may take longer depending on your bank)

E-Transfer

Same day processing (during business hours)

Cash Payments

Cash refund available immediately or by appointment

Special Circumstances

Service Quality Issues

If you're unsatisfied with your service quality:

  • Inform us immediately during or right after your appointment
  • We'll work to address concerns and may offer partial refund or complimentary session
  • Quality complaints must be made within 24 hours of service

Therapist Cancellations

If we need to cancel your appointment:

  • Full Refund: Complete refund of all payments
  • Priority Rebooking: First priority for rescheduling
  • Compensation: 10% discount on next appointment
  • Package Credits: Session credit returned to your package

Facility Issues

In case of facility problems (power outage, equipment failure, etc.):

  • Full refund or complimentary rescheduling
  • No cancellation fees apply
  • Advance notice provided when possible

Contact for Refunds

For all refund requests, cancellations, or questions about this policy:

Phone

+1 604-486-8088

Mon-Fri 8AM-8PM, Sat-Sun 9AM-6PM
Email

[email protected]

Response within 24 hours
In Person

181 Wellington St West
Toronto, ON

During business hours
Important: Refund requests must be made as soon as possible. Requests made more than 30 days after the appointment date may not be processed.
Quick Reference
24+ Hours
Full Refund
12-24 Hours
50% Refund
Less than 12h
No Refund
No Show
Full Charge