Refund & Cancellation Policy
Softmind Wellness Private Limited (“Softmind”, “we”, “our”) is committed to transparent financial practices and responsible allocation of professional time. This policy applies to appointments, consultations, psychotherapy, psychological assessments, psychiatric services, prepaid programmes and online services provided by Softmind.
1. Appointment Confirmation
Appointments are subject to availability and are confirmed upon completion of the applicable booking requirements.
Advance payments reserve professional time and associated resources. Payment alone does not guarantee a particular clinical outcome or continued suitability of a service.
2. Cancellation & Rescheduling
Clients are requested to provide at least 24 hours' notice to cancel or reschedule an appointment.
- 24 hours or more: Clients may reschedule without a cancellation charge or request a refund of the unused appointment fee.
- Less than 24 hours: A reasonable cancellation charge may apply where disclosed before booking and permitted by law.
- Missed appointments: A reasonable charge may apply for reserved professional time, subject to the booking terms and applicable law.
Cancellation charges will not exceed the amount permitted under applicable law and will be applied consistently and proportionately.
3. Completed Professional Services
Fees for consultations, psychotherapy, psychiatric consultations, psychological assessments and other professional services already delivered are generally non-refundable.
Clinical outcomes vary between individuals. The absence of an expected outcome does not, by itself, establish entitlement to a refund.
This provision does not restrict legal rights concerning deficient services, billing errors or other legally recognised grounds for redress.
4. Prepaid Programmes & Therapy Packages
Clients may request discontinuation of a prepaid programme or package. Any refund will be calculated after accounting for:
- Services already delivered.
- Assessment, interpretation or professional preparation work already completed.
- Reasonable, documented and previously disclosed non-recoverable expenses.
- Applicable package pricing conditions agreed upon before payment.
The remaining eligible balance, if any, will be refunded in accordance with applicable law. Unused sessions are not automatically refundable at the full package rate, but no arbitrary forfeiture or undisclosed penalty will be imposed.
5. Psychological Assessments & Reports
Psychological assessments may involve professional preparation, administration, scoring, interpretation and report preparation.
Where work has commenced, reasonable charges may be retained for services actually performed, even if the assessment is subsequently discontinued.
Charges for work not performed will be assessed separately, subject to agreed terms and applicable law.
6. Online Consultations
Online consultations follow the same cancellation and refund principles.
If an appointment cannot proceed due to a technical or operational failure attributable to Softmind, the client will be offered an appropriate rescheduling arrangement or refund for the affected service.
7. Cancellation by Softmind
If Softmind cancels a confirmed prepaid appointment and cannot provide the service as agreed, the client may choose an alternative appointment or a refund for the undelivered service.
8. Refund Requests & Processing
Refund requests should be submitted through Softmind's official communication channels, including relevant booking and payment information.
Eligible refunds will ordinarily be initiated within 7–10 business days after approval, or sooner where required by applicable law.
Refunds will normally be processed through the original payment method. Banking and payment gateway processing times may vary.
9. Exceptional Circumstances
Medical emergencies, unforeseen circumstances, duplicate payments and billing errors may be reviewed individually.
Softmind may offer reasonable accommodations without creating an automatic entitlement to identical arrangements in other cases.
10. Policy Acceptance
This policy will be made available before booking confirmation and payment.
By completing a booking, clients acknowledge the cancellation and payment terms presented to them.
Nothing in this policy limits or excludes statutory consumer rights or remedies available under Indian law.
11. Contact Information
For any questions regarding cancellations, rescheduling, or refunds, please reach out to us:
12. Policy Revisions
Softmind may update this policy periodically. Changes will apply prospectively, and existing bookings will ordinarily remain subject to the terms communicated at the time of booking, unless applicable law requires otherwise.