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Issues of Refund during counselling session


Terms & Conditions

Online Counselling & Psychological Services

Effective Date: March 2025

Please read these Terms and Conditions carefully before using our online counselling and psychological services. By accessing, registering for, or using any part of these Services, you agree to be legally bound by these Terms. If you do not agree, please do not use our Services.

1. Definitions

  • "User" / "Client" Any individual who registers for, accesses, or avails any Service offered through this platform.
  • "Psychologist" / "Therapist" The licensed mental health professional providing counselling, therapy, or psychological consultation.
  • "Service Provider" / "Company" The psychologist and/or the entity (clinic, hospital, healthcare provider, or their authorised representative) on whose behalf services are rendered.
  • "Services" Online or offline counselling, psychotherapy, psychological assessments, and any related products or materials provided to the User.
  • "Session" A scheduled, timed interaction (audio, video, text, or in-person) between the User and the Psychologist.
  • "Subscription"  A recurring payment plan entitling the User to a defined set of Sessions or services over a specified period.

2. Acceptance of Terms

By using our Services, the User confirms that:

  1. They are at least 18 years of age, or have the consent of a parent/guardian if under 18.
  2. They have read, understood, and agree to be bound by these Terms.
  3. They provide accurate, complete, and up-to-date personal information at registration and during service delivery.
  4. They consent to the methods of service delivery including online (telehealth) and, where applicable, offline formats.

3. Nature of Services

  1. Our Services are intended to provide psychological support, counselling, and therapeutic guidance. They are NOT a substitute for emergency mental health services, psychiatric medication, inpatient treatment, or crisis intervention.
  2. If you are experiencing a mental health emergency or are at risk of harming yourself or others, please immediately contact your local emergency services or a crisis helpline.
  3. The Service Provider reserves the right to modify, suspend, or discontinue any Service at any time with prior notice to the User.
  4. Services may be delivered via video call, audio call, chat, email, or any combination thereof, subject to availability and mutual agreement.

4. Complimentary Demonstration

  1. We strongly encourage all potential Users to avail our complimentary demonstration session and related introductory products before committing to a paid plan. The duration of the complimentary period is determined by the offers available at the time of User onboarding and is subject to change.
  2. The demo session is offered to allow the User to evaluate the quality, approach, and suitability of the Service. Once the User is satisfied, they may proceed to purchase Services on a subscription or one-time payment basis.
  3. The Service Provider reserves the right to modify or withdraw complimentary offerings at any time without prior notice.

5. Payment Terms

  1. All payments for Services must be made in advance as per the subscription plan or one-time package selected by the User at the time of purchase.
  2. Subscription plans are auto-renewable unless cancelled by the User prior to the renewal date. Users are responsible for cancelling their subscription in a timely manner to avoid unwanted charges.
  3. All applicable taxes, platform fees, and transaction charges shall be borne by the User unless otherwise specified.
  4. In case the Psychologist is collecting payments on behalf of a provider or entity — including a medical practitioner, clinic, hospital, or any related healthcare provider and their authorised representatives — all decisions regarding payment, pricing, and refunds rest solely with that provider or entity.
  5. The Service Provider reserves the right to revise pricing at any time. Changes to pricing will be communicated to active subscribers prior to their next billing cycle.

6. Cancellation Policy

  1. Users may cancel their subscription or individual sessions at any time by communicating the same to the Service Provider. However, cancellation does not automatically entitle the User to a refund (refer to Section 7).
  2. Session cancellations by the User must be made at least 24 hours prior to the scheduled Session time to avoid forfeiture of the Session.
  3. If a Session is cancelled by the Psychologist with less than 24 hours' notice, the User will be entitled to reschedule at no additional cost or, where applicable, receive a credit for that Session.
  4. Account or Service closure requests will be processed upon written communication. Any advance payments already made at the time of account closure will be forfeited and are not eligible for refund, unless otherwise provided under these Terms.

7. Refund Policy

General Rule — Non-Refundable Services: All Services offered are, as a general rule, non-refundable and non-negotiable. Once a Service has been purchased — whether on a subscription or one-time basis — no refund requests will be entertained except in the specific circumstances outlined below.

7.1 Exceptions Where Refund May Be Considered

  1. Defective Software or Technical Failure: In exceptional circumstances where a defective software or platform malfunction is identified and verified by the Service Provider after internal review, the Company may, at its discretion, consider a full or partial refund of the charges paid by the User for the affected period.
  2. No Input or Engagement by Therapist: If a Session is completed but no therapeutic input, guidance, suggestion, or substantive engagement was provided by the Psychologist/Therapist during the Session, this will be assessed in the context of a partial refund request. The User must raise such a complaint within 48 hours of the Session with a written account of the concern.
  3. Session Duration Shortfall: If a Session was not completed up to the agreed-upon duration (as per the plan) and payment was made in advance for that full Session, the User may raise a refund or credit claim. Claims must be submitted within 24 hours of the incomplete Session, along with relevant details.

7.2 Refund Process

  1. All refund requests must be submitted in writing to contactmufina@gmail.com, clearly stating the reason, the relevant Session date, and supporting details.
  2. Refund requests will be reviewed within 7–10 business days of receipt.
  3. Approved refunds will be processed to the original payment method within 14 business days of approval.
  4. The Service Provider's decision on all refund matters shall be final and binding.

8. Rescheduling of Sessions

  1. Users may request to reschedule a Session by providing at least 24 hours' advance notice. Requests within 24 hours of the Session time may be declined.
  2. Each Session may be rescheduled a maximum of two (2) times. Subsequent reschedule requests may result in forfeiture of that Session.
  3. In case of rescheduling due to the Psychologist's unavailability, the User will be offered an alternative time slot at no extra charge.

9. Confidentiality & Privacy

  1. The Service Provider is committed to maintaining the confidentiality of all information shared by the User during Sessions, in accordance with applicable professional ethics and privacy laws.
  2. Session content will not be disclosed to any third party without explicit written consent from the User, except where legally required — such as in cases involving imminent risk of harm to self or others, court orders, or mandatory reporting obligations.
  3. The User acknowledges that online communication (video, audio, chat) carries inherent privacy risks. Use of a private, secure connection and device during Sessions is strongly encouraged.

10. User Responsibilities

The User agrees to:

  • Provide truthful and accurate information about their health, mental state, and personal history.
  • Attend Sessions punctually and be present in a private, distraction-free environment.
  • Treat the Psychologist and support staff with respect and professionalism.
  • Refrain from recording Sessions (audio, video, or screen capture) without prior written consent of the Psychologist.
  • Not share login credentials, session links, or platform access with any third party.

11. Professional Boundaries & Limitations

  1. The therapeutic relationship is a professional one. The User shall not seek to establish a personal or social relationship with the Psychologist outside the scope of the professional engagement.
  2. The Services do not include prescribing medication. Users requiring psychiatric medication are advised to consult a licensed psychiatrist.
  3. The Psychologist may, in their professional judgment, refer the User to another specialist if the presenting concerns are beyond the scope of the Services offered.
  4. The Service Provider does not guarantee specific outcomes from therapy. Results may vary depending on individual circumstances and consistency of engagement.

12. Emergency & Crisis Situations

⚠️ These Services are NOT designed or equipped to handle mental health crises or emergencies. In the event of a crisis — including suicidal ideation, self-harm, or risk to others — please immediately contact local emergency services (e.g., 112 in India) or a crisis helpline.
  1. The Psychologist may be required to contact emergency services or next of kin in situations involving imminent risk of serious harm, as per professional and legal obligations.
  2. The User acknowledges this limitation and agrees not to rely solely on these Services during a crisis.

13. Intellectual Property

  1. All content, materials, tools, worksheets, assessments, and resources provided through the Services are the intellectual property of the Service Provider and may not be reproduced or distributed without prior written consent.
  2. The User is granted a limited, non-exclusive, non-transferable licence to use such materials solely for their personal therapeutic use.

14. Limitation of Liability

  1. The Service Provider shall not be liable for any direct, indirect, incidental, or consequential damages arising from the User's reliance on or use of the Services.
  2. Total liability shall not exceed the amount paid by the User for the specific Session or period giving rise to the claim.
  3. The Service Provider is not responsible for disruptions caused by third-party technology, internet outages, or force majeure events.

15. Termination of Services

  1. The Service Provider may terminate or suspend a User's access without prior notice in cases of: misuse of the platform, abusive or threatening behaviour, violation of these Terms, or non-payment.
  2. The User may terminate their engagement at any time by providing written notice. Termination does not entitle the User to any refund except as provided under Section 7.

16. Offline / Face-to-Face Counselling

  1. For queries, appointments, or information regarding direct, in-person, or face-to-face counselling sessions, please reach out via email at contactmufina@gmail.com.
  2. Separate terms and policies may apply for offline/in-person sessions, which will be communicated upon inquiry.

17. Governing Law & Dispute Resolution

  1. These Terms shall be governed by and construed in accordance with the laws of India.
  2. Any disputes shall first be sought to be resolved through good-faith negotiation between the parties.
  3. If unresolved, disputes shall be subject to the exclusive jurisdiction of the courts of TamilNadu, India.

18. Amendments to These Terms

The Service Provider reserves the right to amend these Terms at any time. Updated Terms will be published on this platform and/or communicated to registered Users via email. Continued use of the Services following such notification constitutes acceptance of the revised Terms.

19. Contact Information

For any questions, concerns, complaints, or refund requests, please contact us at:

📧 Email: contactmufina@gmail.com
We aim to respond to all queries within 3–5 business days.
By using our Services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions in their entirety.


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