Refund & Cancellation Policies
Please note that the charges paid by a customer are not refundable. However, in the event a customer is not satisfied with the Service provided by MentAmigo, then they may send a mail to firstname.lastname@example.org. MentAmigo will review each such mail, on a case-to-case basis, and may happily refund the charges paid if it deems fit.
The decision of MentAmigo on any such matter shall be final and binding.
Appointments (Audio/Video/Chat/Face to Face):
1.1 In case of technical difficulties at the therapist’s end during or at the time of the session, MentAmigo will check with their service providers. If the case is adjudged by MentAmigo to be genuine, the appointment shall be rescheduled. However, the Customer shall not be entitled to a refund on account of technical difficulties at the time of the session.
1.2 For Audio/Video and Chat Sessions, in case, the Customer fails to turn up at the time of the appointment, MentAmigo will reschedule the session only once. If the Customer still does not turn up the second consecutive time, the appointment will be treated as consumed and no refunds shall be provided by MentAmigo.
1.3 For Face-to-Face appointments, any no-shows are treated as availed services and no refund or rescheduling shall be provided by MentAmigo in such a scenario.
1.4 For any reschedules, the Customer needs to inform MentAmigo at least 8 hours in advance. Unless specifically allowed by the Terms, the Customer shall not be entitled to a refund for whatever reason.
2. Please note the specific refund policy in the event of the following circumstances:
2.1 Therapy Plan(s): Any purchased Therapy Plan(s) is/are activated from the date of purchase and expires according to its duration. In case, the Customer fails to use the services during the period, the Therapy Plan(s) cannot be shifted to any other period, further, no refunds will be provided in such a scenario. The Customer agrees and understands that buying a Therapy Plan(s) does not give the Customer any preference with regard to the allotment of their session(s) and/or the Therapist of their choice. All Therapists have a session schedule, which might be subject to change. The Customer agrees that all requests for sessions are serviced on a first come first serve basis.
2.2 Session Packages: All session packages need to be availed within the stipulated duration from the date of purchase based on the size (number of sessions) of the package except for the individual session which is to be availed within 3 months of the purchase applicable from the date of purchase. Additionally, all individual items in the bundles shall also be bound by the terms applicable to appointments.
2.3 Error in Balance Credit/Debit: As mentioned specifically in clause 3.3 of the “Terms and Conditions”, we shall not be responsible, in any manner whatsoever, for any liability that may arise in relation to the Virtual Payment Modes (including any fraudulent transaction). However, in cases specific to calculation errors due to some error in the MentAmigo website, the MentAmigo team will look into the deductions or credit and if deemed fit shall adjust and not refund
2.3.1. Lesser number of sessions were credited to the user’s account than paid for; or
2.3.2. If more sessions were deducted from the user’s account than used thus impacting the wallet (as in the client’s dashboard); or
2.3.3. Excess deduction (paid twice or more) happened due to any glitch, error or other reasonable grounds otherwise discussed, a refund of the extra amount shall be issued only after due diligence check by the MentAmigo team.
Note: In case of either/or both 2.3.1 and 2.3.2, adjustment of the number of sessions shall be made and no refund shall be issued.
IMPORTANT: The amount paid shall be adjusted in your next session in case the session is being rescheduled/cancelled 6 hours prior by you or the therapist due to any reason and no refund will be generated. In case you cancel/reschedule 2 times in a row even if it is 6 hours prior, the payment for the second session shall expire and you'll be required to purchase your session again.
Reserving a slot for someone takes a lot of time and effort and also other people who could use that slot miss out on the opportunity. Kindly drop a mail to your therapist to cancel/reschedule your appointment along with the reason for the same.
MentAmigo believes in helping its customers as much as possible and has therefore a liberal cancellation policy. Under this policy (‘client’ or ‘user’ or ‘customer’ is you, the recipient of services by MentAmigo):
Cancellations will be considered only if the request is made (latest) 6 hours or more before the time of the session. Cancellation and refund of fees or charges will be strictly governed by the Company Refund Policy of the company informed and declared from time to time.
Any cancellation or cancellation request will not be entertained if the difference between the time of request and the time of the session is less than 6 hours and the session shall be considered consumed. However, this is subject to change based on different situations, and the deciding call shall be taken by the MentAmigo team.
If a therapist cancels the session for reasons other than technical glitches or natural calamity, the session shall be rescheduled with the client’s consent.
If the client does not turn up or does not join the audio/video call/chat/face-to-face session within 10 minutes of the commencement of the session, the therapist can mark the appointment as a no-show. If the session is marked a no-show by the therapist and the session is cancelled, the client is to schedule another session with the therapist after they have emailed the therapist with a reason for the no-show. Moreover, if this is repeated for the second time, it shall lead to a deduction of 1 session and the client shall be required to purchase another session (in case of single session purchase/complete package consumption/package validity expires) to book again.