Refund & Cancellation Policy
Last updated: September 2026
At ZenaChi Studio, we want you to feel confident when booking a session or purchasing a product. This policy explains how cancellations, rescheduling and refunds work. By making a booking or a purchase, you agree to the terms below.
1. Bookings & Sessions
Cancellations
All bookings and session payments are non-refundable. We do not offer cash refunds for cancelled sessions.
Rescheduling
We understand that plans change. If you are unable to attend your booked session, you are welcome to reschedule, provided you give us at least 24 hours’ notice before your scheduled session time. Rescheduling is subject to availability.
To reschedule, please contact us as early as possible at zen@zenachi.com or 084 701 3728, or reply to your booking confirmation email.
Late Cancellations & No-Shows
If you cancel with less than 24 hours’ notice, or do not attend a booked session without notice, the session will be forfeited and no reschedule or refund will be offered.
Package & Multi-Session Bookings
Where sessions are purchased as part of a package (for example, a 6- or 10-session package), individual sessions within the package may be rescheduled with 24 hours’ notice but are not individually refundable. Packages are valid for the period stated at the time of purchase.
2. Cancellations by ZenaChi
Very occasionally, we may need to cancel or reschedule a session due to practitioner illness or circumstances beyond our control. In these cases, we will offer you the choice of an alternative date or time, or a full refund of that session.
3. Products & Shop Orders
Returns
If you have purchased a product through our online shop, you may return it within 7 days of receiving it, provided that:
- the product is unused, unopened and in its original packaging;
- the product is in a resalable condition; and
- you have proof of purchase.
For reasons of health and hygiene, certain items — such as consumables, edible products, or items that have been opened or used — cannot be returned unless they are defective.
Faulty or Incorrect Items
If a product arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at zen@zenachi.com with your order number and a photograph of the item. We will arrange a replacement or a full refund, including reasonable return shipping costs where the fault is ours.
How Refunds Are Processed
Approved product refunds will be processed to your original payment method within 7–14 business days of us receiving and inspecting the returned item. Original shipping charges are non-refundable unless the return is due to our error.
Return Shipping
Unless the item is faulty or incorrect, you are responsible for the cost of returning a product to us. We recommend using a trackable courier service, as we cannot be responsible for items lost in transit.
4. How to Request a Reschedule or Return
To reschedule a session or request a product return, please contact us with your booking or order details:
Email: zen@zenachi.com
Phone: 084 701 3728
5. Contact Us
ZenaChi Studio
Block 3, Stratford Office Park, Cnr Cedar & Valley Road
Broadacres, 2055, Johannesburg
Email: zen@zenachi.com
Phone: 084 701 3728