Cancellation and Refund Policy

This Refund Policy explains when a refund, reschedule, or booking credit may be available on Therefy.

Therefy is operated by Mind Turf Private Limited.

Therefy is an audio-first online counselling and emotional support platform operating in India. All paid one-to-one sessions on Therefy are audio-only. Therefy does not provide video sessions, screen sharing, or session recording. Payments on Therefy are processed through Razorpay.

By booking or paying for a session, webinar, workshop, or other paid service on Therefy, you agree to this Refund Policy.

Legal basis: Consumer protection and e-commerce rules in India require clear information about price, payment, cancellation, refund, grievance redressal, and service terms.

1. Services covered by this policy

This policy applies to payments made on Therefy for Therapy sessions, Vent-Out Emotional Support sessions, Couple Therapy sessions, Family Therapy sessions, webinars, workshops, and other paid platform services if offered.

Therapy is delivered by verified counselling psychologists. Vent-Out Emotional Support is delivered by trained support practitioners. Vent-Out Emotional Support is emotional support only. It is not therapy, counselling, psychotherapy, medical care, emergency support, or crisis support.

Legal basis: Consumer protection law requires services to be clearly described so that clients understand what they are paying for.

2. Important emergency note

Therefy is not an emergency service.

If there is immediate risk to your safety or someone else's safety, call 112 or contact Tele-MANAS 14416 / 1800-89-14416.

Do not book a session and wait for a refund, support reply, or provider response in an emergency. Refund requests are not an emergency channel.

3. Payment confirmation

A booking is treated as paid only after payment is successfully confirmed through Razorpay or another Therefy-approved payment flow.

Sometimes a payment may be deducted by your bank, UPI app, card issuer, or wallet but not immediately confirmed on Therefy. If this happens, Therefy will review the payment status through available payment records.

If payment is captured but the booking is not created because of a platform or payment confirmation issue, Therefy may provide a confirmed booking, a reschedule, a booking credit, or a refund to the original payment method.

Legal basis: Consumer protection and e-commerce rules support transparent payment confirmation and refund processes. SPDI Rules treat financial information as sensitive personal data and require careful handling.

4. Refund method

Approved refunds are normally sent back to the original payment method used for the transaction. This may include the same card, UPI handle, wallet, bank account, or other original source used through Razorpay.

Therefy usually cannot refund to a different account, UPI ID, card, wallet, or person. A different refund route may be used only where legally required, technically necessary, or approved by Therefy after verification.

Legal basis: Payment and fraud-prevention practices support source refunds. SPDI Rules and data-protection principles support secure handling of financial data and identity verification.

5. Refund processing time

After Therefy approves and initiates a refund, the refund may take time to reach your account.

Normal refund timelines may depend on Razorpay, banks, UPI systems, card networks, wallet providers, and other payment participants. As a general guide, approved refunds may take 5 to 7 working days after initiation.

In some cases it may take longer because of bank holidays, payment-provider delays, gateway status, failed refund attempts, chargebacks, disputes, incorrect payment status, or technical issues.

Therefy does not guarantee instant refunds.

Legal basis: Consumer protection law requires clear and non-misleading refund information. Payment-provider processing timelines are external dependencies and should be disclosed clearly.

6. Cancellation by client

You may request cancellation before a scheduled paid session. Refund eligibility depends on how early the cancellation request is made.

More than 24 hours before the session If you cancel more than 24 hours before the scheduled session start time, you may request one reschedule, a refund, or booking credit if available.

Between 12 and 24 hours before the session If you cancel between 12 and 24 hours before the scheduled session start time, Therefy may offer one reschedule or booking credit. A cash refund may be reviewed case by case.

Less than 12 hours before the session If you cancel less than 12 hours before the scheduled session start time, the fee is normally not refundable. Therefy may review the request in exceptional cases.

After the scheduled session time If you request cancellation after the session start time, the fee is normally not refundable.

Legal basis: Consumer protection principles allow a platform to set fair cancellation terms if they are clearly disclosed before purchase and are not misleading or unfair.

7. Rescheduling by client

You may request rescheduling before a session. Rescheduling is subject to provider availability, service type, timing of the request, platform rules, safety or suitability checks, and payment status.

More than 24 hours before the session, one reschedule is normally allowed. Between 12 and 24 hours before the session, Therefy may allow one reschedule where provider availability permits. Less than 12 hours before the session, rescheduling is normally not guaranteed.

A rescheduled session may not be eligible for repeated rescheduling. If you miss a rescheduled session, the fee is normally not refundable.

Legal basis: Consumer protection and e-commerce rules support clear cancellation and reschedule terms before service delivery.

8. Client no-show or late joining

A client no-show means you do not join the session, you join too late for the session to be reasonably delivered, you are unavailable when the provider joins, you do not complete required consent or intake steps before the session, or you are unable to participate because of device, browser, internet, power, or personal issues.

If you are a no-show, the fee is normally not refundable. If you join late, the session may still end at the scheduled end time. Therefy is not required to extend the session because of late joining.

Therefy may review exceptional cases, but review does not guarantee a refund.

Legal basis: Consumer protection principles allow reasonable service-use rules if they are clearly disclosed and applied fairly.

9. Provider no-show or provider cancellation

If the assigned verified counselling psychologist or trained support practitioner does not join the confirmed session within a reasonable time, and the issue is not caused by the client, Therefy may offer a full refund, a reschedule, or booking credit.

If Therefy or the provider cancels the session before it starts, Therefy may offer a full refund, a reschedule, or booking credit. Therefy will try to inform you as soon as reasonably possible.

Legal basis: Consumer protection law protects consumers from deficiency in service and supports refund or suitable remedy where the paid service is not provided.

10. Platform technical issue

If a confirmed session cannot happen because of a verified Therefy platform issue, Therefy may offer a full refund, a reschedule, booking credit, or a partial refund if a meaningful part of the session was delivered.

A platform technical issue may include Therefy session room failure, Therefy access issue, Therefy-side audio infrastructure issue, Therefy-side booking status issue, or a payment-confirmation issue caused by the platform.

Therefy may review logs, timestamps, access status, support messages, and provider reports before approving a refund.

Legal basis: Consumer protection law supports fair remedy for service failure. IT Act and data-protection rules support reasonable use of logs and transaction records for service, dispute, and security review.

11. Client-side technical issue

A refund is normally not available if the session fails because of a client-side issue. Client-side issues may include weak internet, power cut, device failure, browser issue, microphone issue, using an unsupported device, not giving microphone permission, joining from a noisy or unsafe location, being unable to receive OTP or email or login access because of client-side settings, or closing the browser or app during the session.

Therefy may still review the case and may offer a goodwill reschedule or credit where fair and operationally possible. Goodwill support is not guaranteed.

Legal basis: Consumer protection principles allow service providers to define responsibility for client-side failure, as long as the terms are clear and not misleading.

12. Session stopped because of service boundary

Therefy may stop, pause, restrict, or redirect a session if the concern is outside the service boundary. This may happen if there is immediate safety risk, emergency support is needed, the client asks for diagnosis, the client asks for prescriptions or medication advice, the client asks a trained support practitioner for Therapy, the client uses Vent-Out for a concern outside emotional support, the client behaves abusively or threatens anyone, the client violates the Code of Conduct, or the provider believes the session cannot continue safely within Therefy's scope.

In these cases a refund may not be automatic. Therefy may review the facts and decide whether to offer no refund, a partial refund, a full refund, a reschedule, booking credit, or emergency-resource routing.

Legal basis: Consumer protection law allows clear service-boundary rules. Platform safety duties and privacy rules also support proportionate use of information where safety, misuse, or legal risk is involved.

13. Refunds for Vent-Out Emotional Support

Vent-Out Emotional Support is emotional support only. It is not therapy, counselling, psychotherapy, diagnosis, treatment, medical care, crisis support, or emergency support.

A refund will not be given only because the client expected Therapy from Vent-Out, the client expected advice outside emotional support, the client wanted diagnosis or medical advice, the client wanted emergency support, or the trained support practitioner correctly maintained the Vent-Out service boundary.

A refund may be considered if the paid Vent-Out session did not happen because of provider no-show, the platform failed, duplicate payment occurred, payment was captured but booking was not created, or Therefy cancelled the session.

Legal basis: Consumer protection law requires truthful service description and supports clear limitation of service scope.

14. Refunds for Therapy

Therapy on Therefy is structured audio counselling support delivered by verified counselling psychologists. Therefy does not guarantee a specific result, improvement, or outcome.

A refund will not be given only because the client did not feel immediate relief, the client did not get the expected outcome, the client did not like a lawful service boundary, the client wanted diagnosis, the client wanted prescriptions or medication advice, the client wanted emergency support, or the client wanted video or recording when the service is audio-only.

A refund may be reviewed if the session did not happen, the provider did not join, the platform failed, duplicate payment occurred, payment was captured but booking was not created, Therefy cancelled the session, or there was a serious conduct concern that Therefy verifies.

Legal basis: Consumer protection law restricts misleading claims and supports clear service limitations. It also protects clients where there is deficiency in service or unfair practice.

15. Couple Therapy and Family Therapy

For Couple Therapy and Family Therapy, required adult participants may need to complete consent and intake before the session. If a required adult participant does not complete consent or does not attend, the session may not be able to proceed as planned.

Refund or reschedule eligibility will depend on timing of the request, consent completion status, attendance status, provider availability, platform records, whether Therefy was able to deliver the session, and whether the issue was caused by the client group.

A refund is normally not available if the session could not proceed because required participants did not complete consent, did not attend, or joined late. Therefy may review exceptional cases.

Legal basis: SPDI Rule 5 supports consent for collection and use of sensitive personal data. Consumer protection principles support clear service conditions for multi-person services.

16. Webinars and workshops

If Therefy cancels the webinar or workshop: Therefy may offer a full refund, transfer to a new date, or booking credit.

If the client cancels more than 24 hours before the event: Therefy may offer a refund, transfer to another event, or booking credit.

If the client cancels less than 24 hours before the event: The fee is normally not refundable.

After the event starts: The fee is normally not refundable.

No refund is given only because a participant expected one-to-one Therapy, Vent-Out Emotional Support, personal advice, emergency support, diagnosis, or a guaranteed result from a webinar or workshop. Webinars and workshops are for general learning and information.

Legal basis: Consumer protection and e-commerce rules support clear event cancellation, refund, and service-scope terms.

17. Duplicate payments

If you are charged twice for the same booking, Therefy will review the payment records. If duplicate payment is confirmed, the extra payment will be refunded to the original payment method.

You may be asked to share payment date, amount, phone number or email used, payment reference, screenshot of deduction, or Razorpay payment ID if available. Do not share UPI PIN, card PIN, bank password, full card number, or OTP.

Legal basis: SPDI Rules treat financial information as sensitive personal data. Consumer protection principles support refund of duplicate charges and secure handling of payment complaints.

18. Failed, pending, or disputed payments

Sometimes payment status may show as failed, pending, or disputed. A failed or pending payment may be resolved by your bank, UPI app, card issuer, wallet, Razorpay, or payment network. Therefy may need time to verify the final status.

If payment is not captured by Therefy, Therefy may not be able to issue a refund because the money may be reversed directly by your bank or payment provider. If payment is captured by Therefy and a refund is approved, Therefy will initiate the refund through the available payment route.

Legal basis: Payment transparency and consumer protection principles support clear explanation of failed and pending payment situations.

19. Chargebacks and payment disputes

If you raise a chargeback or payment dispute with your bank, card issuer, UPI provider, wallet, or payment provider, Therefy may pause direct refund processing until the dispute status is clear.

Therefy may share transaction records, booking status, refund status, attendance logs, and relevant support history with the payment provider, bank, card network, or lawful authority as needed to respond to the dispute. Therefy will not share unnecessary sensitive session details for a payment dispute unless legally required or needed for safety, fraud, or dispute review.

Legal basis: Rule 6 of the SPDI Rules governs disclosure of sensitive personal data. Payment dispute handling may require limited lawful sharing of transaction records.

20. Refund rejection

Therefy may reject a refund request if the client was a no-show, the client joined late, the client cancelled too late, required consent or intake was not completed, the session was delivered, the issue was caused by the client's device or internet or browser or environment, the client violated the Code of Conduct, the client asked for a service outside Therefy's scope, the request is fraudulent or misleading, the same issue has already been resolved by reschedule or credit or refund or chargeback, the request is made after an unreasonable delay, or the policy does not allow refund for that situation.

Therefy will try to explain the reason for rejection in simple terms.

Legal basis: Consumer protection law allows reasonable refund terms where they are clear, fair, and not misleading.

21. Partial refunds

Therefy may offer a partial refund where fair. This may happen if part of the session was delivered, a platform issue reduced session quality, a provider issue affected part of the session, the client used part of a paid service, an event was partly delivered, or facts show that a full refund is not fair but some refund is reasonable. Partial refund decisions are made case by case.

Legal basis: Consumer protection principles support proportionate remedy where a service issue is partial and not total.

22. Booking credit

Therefy may offer booking credit instead of a refund in some cases. Booking credit may be used for a future eligible Therefy service. Booking credit may have an expiry period, service restrictions, or usage conditions. Therefy will tell you the main conditions if credit is offered.

You may refuse booking credit if applicable law gives you a right to a refund in that situation.

Legal basis: Consumer protection law requires credit terms to be clear, fair, and not misleading.

23. How to request a refund

To request a refund, contact:

Email: support@therefy.com

Please include your registered email address, phone number, booking ID if available, payment ID if available, service type, session or event date, reason for refund request, and any relevant screenshot or evidence.

Do not share OTP, UPI PIN, card PIN, bank password, full card number, or unnecessary sensitive personal details.

Therefy may ask for more information to verify the request.

Legal basis: Consumer protection and e-commerce rules support accessible complaint and refund channels. SPDI Rules support data minimisation and safe handling of financial information.

24. Review timeline

Therefy will try to review refund requests in a reasonable time. Some requests may take longer if they involve a provider report, payment confirmation, technical log review, chargeback status, safety issue, conduct complaint, duplicate payment verification, third-party payment delay, or incomplete information from the client.

Therefy may approve, reject, or ask for more information.

Legal basis: Consumer protection principles and grievance-redressal expectations support timely review of complaints and refund requests.

25. Grievance escalation

If you are not satisfied with the refund response, you may escalate the matter as a grievance.

For legal, privacy, data-rights, or grievance matters, contact:

Email: grievance@therefy.com Phone: 011-4103 4988 Operator: Therefy by Mind Turf Private Limited Registered address: 419 Sant Nagar, East of Kailash, New Delhi 110065

This does not remove any consumer right or legal remedy available under Indian law.

Legal basis: Rule 5(9) of the SPDI Rules, 2011 requires a grievance officer and time-bound grievance redressal. Consumer protection and e-commerce rules also support grievance access and consumer redressal.

26. Changes to this Refund Policy

Therefy may update this Refund Policy from time to time. The updated policy will apply from the effective date shown. For bookings already paid before an update, Therefy will apply the refund terms that are fair and legally applicable to that booking.

Legal basis: Consumer protection principles support clear, fair, and non-misleading policy updates.

27. Severability

This Refund Policy does not reduce any consumer right that cannot be limited under Indian law. If any part of this policy conflicts with a right that cannot be limited under Indian law, that legal right will continue to apply.