Refunds and Cancellation Terms

  • Clients do a booking after carefully studying everything mentioned in a counsellor’s profile page. Since there is a “search” feature clients can easily be able to see how a particular counselor compares against other counselors. Our Booking process is simple and is broken into several steps, allowing the client to abort the booking even at the last minute.
CANCELLATION
  • Bookings once made cannot be cancelled online. Once a booking is made, no refund is given in the event a patient wishes to cancel the booking under any circumstance.
  • Booking can be altered via email to info@therappo.com. We will issue a credit note (or e-coupon) in email format. This coupon/credit note will be used by therappo staff to do an offline booking as per the client’ chosen date and time which must be sent in written email form. Any such coupon must be used within3 months from the date of its issue, post this period the coupon will become null and void and no refund request will be entertained.
  • No cancellation OR reschedule request will be accepted 24 hours before the booked appointment.
NO-SHOW REFUNDS
  • If a client doesn’t turn up for a booked appointment, till 15 minutes after the scheduled session has started then it will be treated as a no-show and the client will forfeit the entire payment as no refund will be given. No-show will trigger if 15 minutes have passed before a client has clicked on the START button for video session.The counsellor will still get paid the full fee for his/her appointment.
  • If a counsellor doesn’t turn up for a booked appointment, till 15 minutes after the scheduled session has started then it will be treated as a no-show at the counselor end.
    • The client will be given a credit note/coupon for the entire payment and it can be used with the same therapist for a later session (a ‘reschedule’ coupon). The new session booking will be done by Therappo team offline via email. No-show will trigger if 15 minutes have passed before a counselor has clicked on the START button for video session.
    • A penalty fee of Rs.200 will be levied on the counselor such no-shows. The same will be deducted from the monthly billing due to a counselor OR the same will be deducted from the annual fee or refundable deposit as the case may be.
  • If both don’t show up, then client gets a credit note / coupon no refund and counselor is levied a penalty as stated above.
SESSION PROBLEM REFUNDS
  • IIn the case where both therapist and client are logged into a video session (even for a few seconds) and they are unable to complete at least 25 minutesof the session because theyface technical issues (like internet connectivity issues at one end) then :
    • For technical issues occur at counselor end, the client will receive a reschedule coupon and the counselor will treated as a no-show, so a penalty will be levied on the counselor..
    • For technical issues occur at client end, the client will be treated as no-show and no payment will be refunded to client. The therapist will receive full payment for that session.
    • If BOTH face tech issues then the session will be treated as ‘complete’ and no payment will be refunded or rescheduled to client and therapist won’t receive the payment for that session.
    • If either party faces technical problem, but they manage to do more than 25 minutes of the session then the session will be treated as ‘complete’ and no payment will be refunded or rescheduled to client and therapist won’t receive the payment for that session.
  • If sessions cannot be done or cannot be completed because Therappo“website” servers are down then clients will be given reschedule coupons and Therappo will coordinate the rescheduling manually with counselors.
  • If counselor raises an offline reschedule request for whatever reason, then a re-schedule fee of Rs.300 will be levied on the counselor and only on written acceptance (by email) will Therappo proceed to contact the client and carry out the rescheduling. If the client refuses, then a refund will have to be given to the client and both reschedule and no-show levies will be charged to the counselor (Rs 300+200=Rs500). Blacklisting will mean that their upfront fee will be hiked by Rs.2000 more. So only after they pay an additional 2000 (over n above the 5000 they paid) will they be un-blacklisted.
  • If a client requests a reschedule, but wishes to change to another counselor then a flat Rs.350 will be charged and this rescheduling will be done offline by Therappo staff.
SUBJECTIVE COMPLAINTS
  • In the rare case of client complaints regarding misconduct or dissatisfaction with a counselor, the case will be reviewed offline and a decision to allow re-schedule and/or charge a penalty on counselor will be taken.
  • In the rare case of counsellor complaints regarding misconduct or dissatisfaction with a client, the case will be reviewed offline and a decision to allow re-schedule and/or charge a penalty on counselor will be taken.