Refund & Cancellation Policy
To ensure a smooth rescheduling and cancellation process, we invite you to review our Refund and Cancellation Policy outlined below.
Definitions
Terms with initial capital letters are defined as follows. These definitions shall apply consistently, regardless of whether the terms appear in singular or plural form.
"You" or "the client" refers to any user of the Mindspace Club website, mobile applications, or recipient of our services and resources, regardless of whether they are a registered user with Mindspace Club. This definition includes all variations of these terms.
“Registered User” refers to any person, company, or other legal entity who has completed the registration process for receiving Services offered by Mindspace Club by paying the requisite fees, and includes the individual accessing or using the Service on behalf of such entity, as applicable.
“Mindspace Club”, “Mindspace”, “We”, “Us”, “Company”, and “Our”, including all variations of these terms, refer to PsychePulse Innovations Private Limited.
“Counsellor” refers to a psychologist, psychiatrist, or any other professional associated with Mindspace Club who provides any of the Services.
“Service” refers to the Video Counselling session, Phone Call Counselling session, Live Listener session, and Chat Counselling session.
“Session” refers to refers to any instance of Video Counselling, Phone Call Counselling, Live Listener, or Chat Counselling provided as part of our mental health services, whether scheduled or unscheduled, and of various time durations, which vary as per the service opted for.
"Booked session" is defined as any pre-scheduled session for which payment has been completed. Location-based pricing applies to booked sessions, with the location being determined by the IP address at the time of booking.
"Subscription plan" refers to the specific service package purchased by the client, such as the Silver, Gold, or Platinum plan. Each plan offers a different level of service, with varying features and benefits tailored to meet the client's needs.
You are entitled to invoke this Refund Policy only while you remain a Registered User. You may have the right to claim a refund in the event of the following types of defects or deficiencies on our part:
a. Accounting Error: For example, if your account was charged an amount greater than the actual fees for the booked session.
b. Defect in Services: For instance, if you believe the services received were defective and the Company confirms the validity of your feedback after investigation.
Any disputes regarding the presence of a defect or deficiency will be resolved by the final decision of Mindspace. Issues not specifically listed above are excluded from this Refund Policy.
If a reported deficiency in Service is found to be curable, Mindspace may opt to re-perform the services rather than issue a refund.
Refund claims must be submitted within five (5) days from the date of receiving the services. Refunds will not be granted for claims made after this period.
If you are unhappy with the services provided, no partial or full refund will be issued. If a session does not meet your expectations, we encourage you to discuss this with your Counsellor. Your feedback is invaluable for adjusting therapeutic approaches and strategies. Should the issue persist, you may consider a different Counsellor or approach within our platform to better suit your needs. In such a scenario, your therapy will resume from the point of the previous session, and no previously used minutes will be credited back to you. You will only receive the remaining minutes for the session.
If you've completed your subscription plan and aren't fully satisfied with the services, we understand and are here to help. While we aren't able to offer a refund, you can purchase a new subscription plan, and we'll gladly consider assigning a different Counsellor for your continued support.
You must complete the sessions as per the subscription plan within the designated validity period which is 1 (one) year from the date of purchase. Failure to do so will result in the cancellation of all Your subscription plans, and no refund will be provided in this scenario. You will need to re-purchase a plan to restart Your journey. In this case, we can reassign You to your previously assigned therapist.
It is Your responsibility to complete Your sessions within the validity period. You must contact Your Counsellor to schedule Your next session. If Your counsellor is unresponsive or unable to assist in scheduling, please notify us by email.
For any services purchased, Mindspace Club will make three (3) attempts to contact You. If there is no response within four (4) days following the last attempt, the service will be deemed as consumed, and no refunds will be issued.
Should technical difficulties arise during or before the session, Mindspace will verify the issue with their service providers. If Mindspace Club judges the issue to be valid, the appointment will be rescheduled. The client will not be eligible for a refund due to technical difficulties at the time of the session.
You can submit a request for a refund only through our email support at [email protected]. The validity of the claim and your eligibility will be determined once we receive the request for a refund through this specified method. Requests submitted through any other methods will not be entertained.
Upon completion of the review process, we will inform you of the extent of the refund and provide a tentative date by which you can expect to receive it. We aim to respond to any refund request within thirty (30) days of receipt. Typically, it takes about 30 days to process a refund from the date a refund request is approved by us. Delays in crediting a refund may occur due to various reasons, such as the time taken by the banking process to reflect the refund in your account.
If you have any questions, grievances, or require further information regarding the refund, please write to us at [email protected].
Refunds will be made through the original payment method used by the client and will be subject to the terms and conditions of the payment service provider.
Client Rescheduling and Cancellation
Our sessions are pre-booked in advance, and payment is required in full at the time of booking.
1. Rescheduling Policy: Any request to reschedule a counselling session must be made at least 24 hours prior to the scheduled start time.
2. Cancellation Policy: When you schedule an appointment with a Counsellor, they dedicate their exclusive time to you, blocking that slot from other clients who may benefit from it. Therefore, failing to show up for a scheduled session is considered a non-refundable cancellation. Refunds, whether partial or full, will not be issued. You will need to purchase a new session to book another appointment.
3. Session Timing: The duration of your session, including the start and end times, is fixed. If you are late, this will not extend the session time. If you are more than 10 minutes late, the session will be considered cancelled and non-refundable.
4. Client Behaviour and Violation of Terms: In order to maintain a safe, respectful, and productive environment for both clients and counsellors, it is crucial that all clients adhere to the expected standards of behaviour and the terms outlined in our Terms and Conditions of Service ("TOS"). If, at any point, a client's behaviour is deemed inappropriate, disrespectful, or otherwise untoward by the counsellor, the counsellor reserves the right to terminate the session immediately. In such cases, the session will not be conducted, and the client will not be entitled to reschedule or receive a refund for the cancelled session.
Furthermore, if a client violates any of the user responsibilities or other terms specified in the TOS, the client may face consequences including, but not limited to, suspension, a temporary ban, or a permanent prohibition from accessing our services and using the application or any of its features. This includes, but is not limited to, any behaviour that is abusive, threatening, or otherwise harmful to the counsellor, staff, or other users.
The client acknowledges and agrees that in instances of suspension, ban, or prohibition resulting from a breach of the TOS, all fees paid by the client up to that point shall be immediately forfeited, with no entitlement to a refund or credit. The forfeiture of fees applies regardless of the remaining duration of the subscription plan or the number of sessions unused at the time of the breach. The client further acknowledges that they will have no recourse to challenge or overturn the forfeiture of fees or any other consequences imposed due to their breach of the TOS.
We strongly encourage clients to review the TOS and ensure that their behaviour and use of our services align with these guidelines to avoid any disruptions to their access or loss of service.
We appreciate your understanding and cooperation in respecting our counsellors' time and the needs of other clients.
In the event of any unavoidable circumstances requiring the counsellor to cancel a scheduled appointment, the following terms apply:
1. Notification: The counsellor will make every effort to notify the client of the cancellation as soon as possible.
2. Rescheduling: The counsellor will provide alternative available slots to the client at the earliest convenience. These new slots will be offered in lieu of the cancelled session and will be prioritized to accommodate the client's schedule.
3. Client Preference: The client will have the opportunity to select from the proposed alternative slots. If none of the suggested times are suitable, the counsellor will work with the client to find a mutually agreeable time for the rescheduled session.
4. No Additional Charges: The rescheduled session will be offered without any additional charges to the client.
5. Communication: All communications regarding the rescheduling will be conducted promptly to ensure minimal disruption to the client’s counselling plan.
6. Commitment to Service: Our counsellors are dedicated to providing timely and effective support, ensuring that each client's needs are prioritized. Any requests to reschedule a session will be handled with the highest level of professionalism to accommodate the client's requirements.
If the counsellor and client are unable to agree on a mutually convenient time for a session, the client is encouraged to contact Mindspace Club at [email protected] . In such cases, Mindspace Club will assign an alternate counsellor to continue providing the necessary support and services.
We appreciate your understanding and flexibility in such situations. Our goal is to ensure that despite any cancellations, the quality and continuity of care are maintained.
Mindspace Club shall not be responsible for any fraudulent transactions, declines, or lack of authorization that may arise from the use of Internet Banking, Debit/Credit Cards, or any other virtual payment modes ("Virtual Payment Mode"). You understand, accept, and agree that the payment facility provided by us is neither a banking nor a financial service.
While using any of the Virtual Payment Modes available on the Website, we will not be responsible for or assume any liability for any loss or damage arising directly or indirectly to you due to:
(a) lack of authorization for any transactions;
(b) any payment issues arising out of the transaction; or
(c) decline of such transactions for any reason.
Mindspace Club reserves the right to modify the Refund and Cancellation Policy at any time without prior notice to the customer. Any such changes will be binding and effective immediately upon posting on our website or through other communication channels.