Refund Policy

1. How payment works

All sessions (consultations, therapy and counselling), paid online assessments and peer support calls are paid in full online when you book, through our payment gateway (Razorpay). Your booking is confirmed once payment succeeds.

This policy is part of our Terms & Conditions. It doesn't limit any rights you have as a consumer under Indian law.

2. When you get a refund

You get a full refund when:

• You cancel 12 hours or more before your scheduled session time, and send your request through our website, WhatsApp or email (see section 12).
• We cancel or move your session and you prefer a refund (see section 5).
• You were charged but your booking wasn't confirmed, or you were charged twice for the same booking.

The time of your request is when we receive it. Refunds reach your original payment method within 7 to 10 working days (see section 13).

3. When refunds don't apply

3.1 Cancelling within 12 hours

If you cancel less than 12 hours before your session, the payment is not refundable. This time is set aside for you, and late cancellations usually can't be offered to someone else.

3.2 Not attending

If you don't attend and haven't cancelled, there is no refund. If we can't reach you within the first 15 minutes, the session counts as missed.

3.3 Joining late

If you join late, the session still ends at the scheduled time, with no refund or extension for the time missed.

3.4 Problems on your side during online sessions

If a session can't be completed because of your internet, device or surroundings, there is no refund. If the problem is on our side, see section 5.

3.5 Wrong booking details

Payments aren't refundable if a wrong date, time or personal details were entered when booking. Please tell us as soon as you notice. If it's 12 hours or more before the session, we'll correct or reschedule it at no charge.

3.6 Sessions that have taken place

Sessions that have happened can't be refunded. If you are unhappy with a session, please tell us. We take every concern seriously and will try to put it right, for example by arranging a session with another professional.

4. Rescheduling

4.1 12 hours or more before

You can reschedule for free, subject to your professional's availability. You can reschedule a booking up to two times. After that, please cancel (if eligible) and book again.

4.2 Less than 12 hours before

Rescheduling isn't possible, and the payment isn't refundable.

5. If we cancel or are late

Occasionally we may need to cancel or move a session because of an emergency, illness, technical problem or other unavoidable reason. When that happens, you can choose:

• A new time at no extra cost, or
• A full refund.

If your professional joins more than 15 minutes late, or a session can't be completed because of a problem on our side (for example, with our video link), you can choose a free replacement session or a full refund. We will always tell you as early as we can.

6. In-person sessions

In-person consultations are held at:

In-person sessions follow the same refund and rescheduling rules as online sessions. Travel or parking costs aren't refundable.

7. Paid online assessments

• Each paid online assessment covers one attempt. Once you have started it, it can't be refunded, and taking it again needs a new payment.
• If you paid but the assessment didn't open, couldn't be finished, or your result didn't appear because of a problem on our side, contact us. We will restore your attempt or refund you in full.
• If you paid but haven't started, you can ask for a refund within 7 days of payment.
• Free self-checks have no charge.
• Assessments done with a professional in a booked session follow the session rules above.

8. Peer support calls

Peer support phone and video calls follow the same rules as sessions: a full refund or free rescheduling 12 hours or more before the call, and no refund within 12 hours, for missed calls, or for problems on your side. If the call doesn't happen because of us, you get a new time or a full refund.

9. Events, workshops and programmes

• Payments for group events, workshops, student wellbeing programmes and collaborations are non-refundable once confirmed, unless the event's own terms say otherwise.
• You may be able to transfer your place to someone else. Please ask us at least 24 hours before the event.
• If we cancel an event, you get a full refund or a place on an alternative date, as you prefer.
• Arrangements for colleges and organisations are set out in each agreement.

10. Coupons, offers and discounts

If you used a coupon or offer, the refund is the amount you actually paid. Coupons can't be exchanged for cash, and a used coupon can't be reused after a refund unless we say otherwise.

11. Payment problems

If your payment failed but money was taken from your account:

• It is usually returned automatically by your bank or the payment gateway within 3 to 5 working days.
• If it isn't back after 5 working days, contact us with your transaction ID and we'll follow it up.
• If your booking was confirmed after all, we'll keep it, or refund you if you prefer.

Delays caused by banks or payment partners are outside our control, but we will always help you trace your money. Please contact us before raising a dispute or chargeback with your bank; it is usually faster.

12. How to ask for a refund or cancel

Use the subject "Refund request – [your name] – [session date]" and include:

• Your name and the email or phone number you booked with
• Your appointment date and time (or the assessment name)
• Your payment transaction or order ID
• The reason for cancelling (optional, but it helps us improve)

We reply within 1 working day to confirm whether your request is eligible.

13. How refunds are paid

• We start an approved refund within 2 working days.
• It reaches your original payment method within 7 to 10 working days. UPI refunds are often faster; card and bank refunds can take the full time.
• Refunds can only go back to the account or card you paid from.
• We email you when your refund has been processed, with its reference number.

14. Changes to this policy

We may update this policy from time to time. The version in force when you booked applies to that booking. Changes are posted here with a new "Last updated" date.