Cancellation,
Refund & Rescheduling Policy

Definitions

Cancellation and Rescheduling

Client-Initiated Cancellation or Rescheduling

If a client needs to cancel or reschedule a booked session:

• The Psywellcare support team must be notified at least 24 hours before the scheduled session time.
• Requests must be submitted through the official Psywellcare support channel or registered email.

Providing sufficient notice allows therapists to adjust their schedules and allocate the slot to other clients who may require support.

Late Cancellations (Less Than 24 Hours)

If a cancellation or rescheduling request is made within 24 hours of the scheduled session:

• The session will be considered utilized, and
• The session will not be eligible for refund or rescheduling.

This policy ensures that the therapist’s reserved professional time is respected.

Rescheduling by Psywellcare

In rare cases where Psywellcare or the assigned therapist must reschedule a session due to unforeseen circumstances, such as:

• Therapist unavailability
• Technical or operational issues

the following options will be offered to the client:

• The session will be rescheduled without any additional charge, or
• A session credit may be added to the client’s account for future use.

Our team will coordinate with the client to ensure minimal disruption to their therapy schedule.

Refund Policy

Refunds may be considered only under the following conditions:

• The booked service has not yet been utilized, and
• The refund request is submitted within one (1) month from the date of payment.

Refund requests made after this period may not be eligible for processing.

Future-Scheduled Sessions

If a client makes payment and schedules a session for a future date:

• A refund may be requested before attending the session, provided the cancellation follows the 24-hour cancellation rule.
• The one-month refund eligibility period begins from the payment date.

Once a session has been completed, refunds will not be applicable. Refund for Unused Package Sessions

If a client decides to discontinue a therapy package before using all sessions:

• The sessions already completed will be recalculated based on the standard single-session fee.
• The remaining unused sessions may be refunded after adjustment.

However, refund requests must still be made within one month of the original payment date.

Clients may also choose to retain the unused sessions and complete them within the package validity period instead of requesting a refund.

Workshops, Training & Group Programs

Special programs such as:

• Workshops
• Training sessions
• Group therapy programs

may have separate cancellation and refund policies.

These policies will be clearly communicated during the registration process for each program.

No-Show Policy

If a client fails to attend a scheduled session without informing Psywellcare in advance:

• The session will be treated as a missed appointment, and
• The session fee will not be refunded.

If the client wishes to schedule another session after a no-show:

• A rescheduling fee may apply, depending on the service type.

This policy helps protect the professional time reserved by the therapist.

Exceptional Circumstances

Psywellcare understands that genuine emergencies can sometimes occur. Exceptional situations may include:

• Medical emergencies or hospitalization
• Death of an immediate family member
• Serious unexpected circumstances beyond the client’s control

In such cases:

• The client should inform Psywellcare as soon as possible and provide reasonable details.
• Each request will be reviewed individually.

Based on the review, Psywellcare may decide to:

• Reschedule the session
• Provide a session credit
• Mark the session as forfeited

Please note that refunds are not automatically guaranteed in such cases.

Consultant-Initiated Discontinuation

In certain situations, therapy services may be discontinued due to:

• Ethical or professional concerns
• Violation of therapist boundaries
• Behaviour that disrupts the therapeutic process

Such decisions will be made by the therapist and/or Psywellcare in accordance with professional ethical standards.

In these circumstances, refunds may not be applicable.

Refund Processing

For approved refund requests:

• Refunds will typically be processed within 7–10 working days.
• Refunds will be issued using the original payment method or via bank transfer.

Psywellcare will not be responsible for delays caused by:

• Incorrect banking information
• Payment gateway processing timelines
• Banking system delays.