Legal
Refund & Cancellation Policy
Last updated: January 2026. Effective immediately.
1. Booking Cancellations
KneadIt is a services marketplace, not a retailer of physical goods — cancellations and refunds work as follows for massage bookings:
| Cancellation Timing | Outcome |
|---|---|
| More than 24 hours before appointment | No charge — full refund |
| Within 24 hours of appointment | 50% cancellation fee retained, remainder refunded |
| No-show (client) | Full booking amount retained |
| Therapist cancellation | Full refund to client |
2. How Refunds Are Processed
All payments are processed by Paystack. Approved refunds are issued back to the original payment method used at checkout. Refunds typically reflect within 5–10 business days, depending on your bank or card issuer. KneadIt does not issue cash refunds.
3. Disputes and Service Quality
If a session did not meet your expectations, submit a dispute from your booking within the app. Our team reviews every dispute and, where warranted, may issue a partial or full refund at KneadIt's discretion. See our Terms of Service for the full dispute process.
4. Gift Vouchers
Gift vouchers are non-refundable once purchased but do not expire before the validity period stated at purchase. Unused vouchers past their expiry date are forfeited and cannot be reissued.
5. Corporate Wellness Bundles
Corporate session bundles are non-refundable once purchased. Unused sessions remaining at the end of the bundle's validity period are forfeited. Contact your account manager to discuss extensions before expiry.
6. Contact
For a refund request or cancellation query, contact us at info@kneadit.co.za or 078 894 9331.