Cancellation
and Refunds Policy.

This Cancellation and Refunds Policy (the “Policy”) outlines the terms and conditions under which users may cancel appointments and request refunds for services booked through the MSMT platform. This Policy applies to all Clients who book and pay for services via MSMT and forms part of the Terms of Service.

1. Cancellation by Client

Clients may cancel scheduled appointments at any time. The applicable refund is determined by the notice period given prior to the appointment start time:

• 1.1 100% Refund – If the appointment is canceled 48 hours or more in advance.
• 1.2 50% Refund – If the appointment is canceled between 24 and 47 hours before the scheduled start time.
• 1.3 No Refund (0%) – If the appointment is canceled less than 24 hours before the scheduled start time, or if the Client does not attend (“no-show”).

Refunds are processed to the original method of payment within 7 to 10 business days, subject to payment provider timelines.

2. Rescheduling

Clients may reschedule their appointment at no additional cost if done at least 24 hours prior to the scheduled session. Reschedule requests within 24 hours are considered cancellations and will be subject to the standard refund terms.

3. Cancellation by Provider

If a Provider cancels an appointment for any reason, the Client will be offered the following options:

• 3.1 A full refund, or
• 3.2 The option to reschedule the session at no additional cost.

MSMT may, at its discretion, assign another suitable Provider if the Client consents.

4. Force Majeure and Emergency Circumstances

If either the Client or Provider is unable to attend the appointment due to verified emergency circumstances or events beyond reasonable control (e.g., illness, natural disasters, connectivity outages), MSMT may consider a full refund or credit on a case-by-case basis. Supporting documentation may be required.

5. Non-Refundable Services

Administrative fees, missed appointments, and sessions already commenced are non-refundable under this Policy unless otherwise determined by MSMT in its sole discretion.

6. Disputes and Exceptions

All refund disputes must be submitted in writing within 72 hours of the appointment time. MSMT reserves the right to investigate and make final decisions regarding all refund matters.