Refund policy
Business: Beauty Intelligent Wellness (BIW)
Branch 1: Bashundhara Female Branch: Bashundhara Adept NR Complex, Building Lift-3, KFC/Pizza Hut Main Gate, Dhaka 1229
Branch 2: Bashundhara Male Branch: Bashundhara Adept NR Complex, Building Lift-3, KFC/Pizza Hut Main Gate, Dhaka 1229
Branch 3: Uttara Female Branch: Uttara, Dhaka
Effective Date: June 2025
At BIW, we respect your time and ask that you respect ours. This policy outlines the terms under which appointments may be cancelled, rescheduled, or refunded across all BIW branches. Please read carefully before making a booking.
1. Appointment Cancellations
1.1 Cancellation Notice Requirement
All appointment cancellations must be communicated to BIW a minimum of 12 hours before the scheduled appointment time. Cancellations received within the required window will not attract any penalty.
To cancel an appointment, clients must contact the relevant BIW branch through one of the following:
• Phone or WhatsApp to the branch's registered number
• Email to info@biw.com.bd with the branch name and appointment details
• In-person at the branch location
A cancellation is only confirmed once a BIW team member has acknowledged the request. Please do not assume cancellation is complete without confirmation.
1.2 Late Cancellations (Under 12 Hours Notice)
Cancellations made less than 12 hours before the scheduled appointment will be treated as a late cancellation. In such cases:
• Pre-paid single session appointments: no refund will be issued. The session will be forfeited.
• Membership holders: one session credit will be deducted from your active membership balance.
• Package holders: one treatment session from the relevant package will be marked as used.
BIW acknowledges that genuine emergencies occur. Late cancellation charges may be waived at management's discretion in cases of documented medical emergency or serious unforeseen circumstances. Waiver requests must be submitted within 24 hours of the missed appointment.
1.3 No-Shows
A no-show is defined as failing to attend a confirmed appointment without any prior notice. No-shows are treated as forfeited sessions and no refund, credit, or rescheduling will be offered.
Clients with two or more no-show incidents within a 90-day period may be required to pay a non-refundable booking deposit for future appointments, at BIW's discretion.
2. Rescheduling
Appointments may be rescheduled free of charge provided a minimum of 12 hours' notice is given. Rescheduling to a different branch is permitted subject to availability at that branch.
Appointments may be rescheduled a maximum of two times. Beyond two rescheduling requests, BIW may require the client to re-book as a new appointment.
Same-day rescheduling (changes made less than 12 hours before the appointment) will be treated as a late cancellation and the original session will be forfeited.
3. Refunds for Services
3.1 Completed Services
BIW does not offer refunds for services that have been delivered and completed. If you are dissatisfied with your treatment outcome, please contact the branch within 48 hours and a member of our team will arrange a consultation to address your concerns.
3.2 Pre-Paid Sessions and Packages
Refunds for unused pre-paid session packages are available under the following conditions:
• A refund request must be submitted in writing within 14 days of the original purchase date.
• Refunds will be calculated based on the number of sessions used, deducting the standard walk-in rate (not the package rate) for each session already taken, subtracted from the total amount paid.
• Any remaining balance after this calculation will be refunded within 7 to 14 working days via the original payment method.
No refund will be issued for packages where more than 50% of the sessions have already been used.
3.3 Promotional and Discounted Packages
Packages purchased at promotional or discounted rates are non-refundable. They may be transferred to an eligible replacement product or session of equal value at BIW's discretion.
4. Membership Refunds and Cancellations
4.1 Cooling-Off Period
New membership subscribers have a 7-day cooling-off period from the date of first payment. If you wish to cancel your membership within this window and have not used any membership benefits, you are entitled to a full refund.
4.2 Post Cooling-Off Cancellation
After the 7-day cooling-off period, membership cancellations will take effect at the end of the current billing cycle. No partial refunds will be issued for unused days within a paid billing period.
Membership cancellation requests must be submitted in writing to BIW a minimum of 7 days before the next billing date to avoid the subsequent charge.
4.3 Membership Freezing
Members may opt to freeze their membership once per year for up to 30 days rather than cancelling. During the freeze period, no charges will be applied and access to membership benefits will be suspended. The membership will automatically resume at the end of the agreed freeze period.
5. Product Returns
Retail products purchased at any BIW branch may be returned or exchanged under the following conditions:
• The product is unused and in its original sealed packaging.
• The return request is made within 7 days of purchase with valid proof of purchase.
• The product has not been personalised or specially ordered.
BIW does not accept returns on opened skincare, wellness, or consumable products for hygiene reasons, except where the product is found to be defective or damaged at the time of purchase. In such cases, a replacement or full refund will be provided.
6. BIW-Initiated Cancellations
BIW reserves the right to cancel or reschedule an appointment in cases of staff unavailability, facility issues, or unforeseen circumstances at any branch. In such cases:
• Clients will be notified as soon as possible by phone or message.
• A full refund or priority rescheduling at the same or alternative branch will be offered at the client's preference.
• BIW's liability in such cases is limited to the amount paid for the affected appointment.
7. How to Request a Refund
All refund requests must be submitted in writing. To initiate a refund, please contact the relevant branch or reach us at:
• Email: info@biw.com.bd
• WhatsApp or phone: to your branch's registered business number
• Bashundhara Female Branch: Bashundhara Adept NR Complex, Building Lift-3, KFC/Pizza Hut Main Gate, Dhaka 1229
• Bashundhara Male Branch: Bashundhara Adept NR Complex, Building Lift-3, KFC/Pizza Hut Main Gate, Dhaka 1229
• Uttara Female Branch: Uttara, Dhaka
Please include your full name, contact number, branch visited, appointment or purchase date, and reason for the refund request. Approved refunds will be processed within 7 to 14 working days via the original payment method.
8. Policy Updates
BIW reserves the right to update this policy at any time. The current version will always be available on our website. Bookings made after a policy update are subject to the new terms.