Legal
Booking Policy
Last updated:
Consultation Fee
₱1,000
Credited toward first treatment
Cancellation Notice
24 hours
Required to retain credit
Refund Window
7 days
To raise a refund request
This Booking Policy applies to all appointments, consultations, and services booked with Lumivé Wellness, whether made through our website, by WhatsApp, or by any other means. By submitting a booking request, you agree to the terms set out below. Please read this policy carefully before confirming your appointment.
1. How to Book
Appointments may be requested through the booking form on our website, via WhatsApp at +63 945 277 8000, or by email at [email protected]. Submitting a booking request does not constitute a confirmed appointment. Your appointment is confirmed only once you have received written confirmation from the Lumivé team and the applicable consultation fee has been received.
2. Consultation Fee
A non-refundable consultation fee of ₱1,000 applies to all new client appointments. This fee covers the pre-appointment clinical assessment, travel to your nominated location, and the time of our registered nurse. The ₱1,000 fee is credited in full toward the cost of your first treatment, provided the treatment proceeds on the same visit. If treatment cannot proceed due to clinical unsuitability identified during the assessment, the consultation fee is retained to cover the clinical assessment and travel costs incurred. The consultation fee is not a deposit and does not guarantee that treatment will be administered.
3. Appointment Confirmation
Once your booking request is received, our team will contact you to confirm availability, discuss your service preference, and arrange payment of the consultation fee. Your appointment is confirmed only upon receipt of written confirmation from Lumivé. We recommend that you do not make travel or accommodation arrangements in reliance on an unconfirmed booking.
4. Cancellations by the Client
We require a minimum of 24 hours' notice for all cancellations or rescheduling requests. Cancellations made with 24 hours' notice or more: your consultation fee will be credited toward a rescheduled appointment within 30 days. Cancellations made with less than 24 hours' notice: the consultation fee is forfeited and a new consultation fee will be required to rebook. No-shows (failure to be present at the agreed time and location without prior notice): the consultation fee is forfeited in full. To cancel or reschedule, please contact us via WhatsApp at +63 945 277 8000 or email [email protected] as soon as possible.
5. Cancellations by Lumivé
Lumivé reserves the right to cancel or reschedule an appointment due to clinician unavailability, adverse weather conditions, or other circumstances beyond our reasonable control. In such cases, we will provide as much notice as possible and will offer an alternative appointment at no additional cost. If we are unable to offer a suitable alternative, your consultation fee will be refunded in full.
6. Late Arrivals
For mobile concierge appointments, please ensure that you are available at the nominated location at the confirmed appointment time. If you are not available within 15 minutes of the agreed start time and have not notified us in advance, Lumivé reserves the right to treat the appointment as a no-show and the consultation fee will be forfeited. For clinic-based appointments, please arrive at least 5 minutes before your scheduled time to allow for pre-appointment paperwork.
7. Health Disclosure
You are required to disclose all relevant health information, including current medications, allergies, existing medical conditions, recent surgeries or procedures, and pregnancy status, at the time of booking and again at your appointment. Failure to disclose relevant health information may result in treatment being declined and the consultation fee being forfeited. Lumivé accepts no liability for adverse outcomes arising from incomplete or inaccurate health disclosures.
8. Clinical Suitability
All services are subject to individual clinical suitability assessment conducted by a Lumivé registered nurse at the time of your appointment. Lumivé reserves the right to decline or defer any treatment if, in the clinical judgement of our registered nurse, the treatment is not appropriate or safe for you at that time. This decision is made solely in the interest of your safety and wellbeing. If treatment is declined on clinical grounds, the consultation fee is retained to cover the assessment and travel costs incurred.
9. Service Location
Lumivé provides mobile concierge services to client-nominated locations including private residences, hotels, and serviced apartments within our service areas. You are responsible for ensuring that the nominated location is safe, accessible, and suitable for the administration of wellness treatments. Lumivé reserves the right to decline to proceed with a service if the nominated location is deemed unsuitable or unsafe by our clinician. Additional travel fees may apply for locations outside our standard service areas. Please confirm your location when making your booking.
10. Refunds
The consultation fee is non-refundable except in the following circumstances: Lumivé cancels the appointment and is unable to offer a suitable alternative; or a refund is required by applicable law. Wellness Credits applied toward a service are non-refundable and have no cash value. Membership fees are governed by the Membership Terms available on our website. If you believe you are entitled to a refund, please contact us at [email protected] within 7 days of your appointment.
11. Minors
Lumivé services are available to adults aged 18 years and above. Services for clients under 18 years of age are not available without the written consent of a parent or legal guardian, and are subject to additional clinical assessment. Please contact us in advance if you are enquiring on behalf of a minor.
12. Photography and Privacy
Lumivé staff may not be photographed or filmed during your appointment without their express consent. Client privacy is paramount to us. Any personal and health information collected during the booking process and at your appointment is handled in accordance with our Privacy Policy, available on our website.
13. Changes to This Policy
Lumivé may update this Booking Policy from time to time. The date of the most recent revision is shown at the top of this page. Changes take effect from the date of publication. We encourage you to review this policy before making a booking. For any questions about this policy, please contact us at [email protected] or via WhatsApp at +63 945 277 8000.
Ready to book your consultation?
A ₱1,000 consultation fee applies, credited toward your first treatment.
Questions? [email protected] or WhatsApp +63 945 277 8000