Counsel Cafe – Cancellation & Refund
Counsel Cafe Cancellation & Refund Policy
At Counsel Cafe, we aim to deliver flexible options for managing your bookings while ensuring smooth access to our psychological wellness services. This policy outlines the guidelines for fees, payments, rescheduling, cancellations, and refunds.
Payments
Throughout this document:
- Payments for any pre-booked sessions must be completed before accessing Counsel Cafe’s services.
- A user’s booking will only be confirmed once Counsel Cafe receives the payment.
- All purchases of pre-booked sessions are valid for one year from the purchase date.
- No refunds will be issued for supplying an incorrect contact number when using the “Call with Counsellor” option. Once selected, users should ensure the provided number is in a strong signal area and be ready to answer.
- Refunds are not available for calls or chat sessions that successfully connect.
- Any applicable refunds will be issued after subtracting relevant transaction fees from banks or payment gateways, as well as any other costs incurred by the website in processing or providing the service.
Fee Information
- The cost for each session with individual users varies based on the chosen psychological wellness expert.
- Additionally, for individual users, the session fee depends on the selected delivery method, such as interactive chat or voice call.
Cancellation, Reschedule and Refund
- Adjust the timing of a session;
- Cancel a booked session;
- Request a refund for a cancellation.
Session Reschedule
Users can shift their sessions to a more convenient slot through Counsel Cafe. Rescheduling requests are handled according to the timing of the request relative to the original session start, as detailed in the table below.
Session Cancellation and Refund
Cancellation by the User
Users have the ability to cancel a session and seek a refund in the form of a Session Refund. The amount refunded depends on the timing of the cancellation request, as shown in the table below.
For cancellations made at least 12 hours ahead, users can choose from these three paths at the point of cancellation:
- Schedule a fresh session immediately with the same expert;
- Receive a session credit in your Counsel Cafe account, which remains valid for 1 year from the purchase date;
- Obtain a cash refund to the original payment source (if payment was made for the session) by emailing support@counselcafe.in.
Cancellation by Counsel Cafe Expert
Should a session be canceled by the expert from Counsel Cafe, a session credit will be added to the user’s Counsel Cafe account, irrespective of the cancellation timing. This credit is usable within its validity period to:
- Book another session; if the provider cancels within 30 days of your credit’s expiration, you’ll receive an extra 30 days from the cancellation date to schedule beyond the original expiry.
- Request a cash refund for the credit during the validity period (if the user paid for the original booking) by reaching out to support@counselcafe.in.
Session Delayed/Technical Issues
In cases where a scheduled session isn’t fully completed due to unexpected issues on Counsel Cafe’s side, users can contact us at support@counselcafe.in. We will evaluate and process refunds on an individual basis.
This policy ensures transparency and flexibility while maintaining the integrity of our services. Your continued use of Counsel Cafe confirms your understanding and agreement to these guidelines.