At our company, customer satisfaction is our top priority, and we are committed to providing high-quality counseling services that meet your needs and expectations. However, we understand that sometimes issues may arise, and if for any reason you feel that the service you received was not satisfactory, we want to make the refund or rescheduling process as clear and straightforward as possible. This policy outlines the conditions under which refunds and returns are accepted, the procedure to follow, and the typical timeframes involved.

You may be eligible to request a refund or reschedule your appointment if the counseling service was disrupted by technical difficulties such as poor internet connection, software failures, or platform issues that were beyond your control or ours. Additionally, if there was a scheduling error, such as a double booking or if your counselor was unable to conduct the session due to unforeseen circumstances, you will be offered an option to reschedule or receive a refund. It is important that you notify us promptly in such cases so that we can assist you efficiently.

If you believe the quality of the counseling session did not meet the standards promised or expected—whether due to a mismatch in service description, the counselor’s approach, or any other concern—you should contact our support team within 7 calendar days of your session. We encourage you to provide detailed information about your experience and the reasons for dissatisfaction. This allows us to investigate the matter thoroughly and work toward an appropriate resolution. We may offer a partial refund, a full refund, or an alternative session, depending on the nature of the issue.

To initiate a refund or rescheduling request, please reach out to our customer support through the email address provided on our website or by submitting a request via the contact form. When contacting us, please include your order or booking reference number, your full name, the date of the session, and a clear explanation of the reason for your request. The more details you provide, the faster and more effectively we can address your concern.

Once we receive your request, our team will review the information and get back to you within 5 business days. We take every claim seriously and aim to handle each one with fairness and transparency. If a refund is approved, it will generally be processed back to the original method of payment within 10 business days, depending on the policies of the payment provider or bank involved. Please note that the refund processing time may vary slightly depending on your financial institution.

It is important to understand that certain circumstances may affect refund eligibility. For example, if a session has already been fully delivered and completed, it may not be eligible for a full refund, though exceptions can be considered on a case-by-case basis. Similarly, if a service was partially used or if the cancellation notice was not provided within the specified timeframe, partial refunds or no refunds may apply.

For rescheduling sessions, we require that you notify us at least 24 hours in advance. This allows us to offer the slot to another client and manage our counselors’ schedules effectively. Late cancellations or no-shows may incur fees or result in the session being forfeited. However, we do understand that emergencies and unexpected events happen, and we encourage you to communicate with us so we can find the best possible solution under the circumstances.

We value your trust and take your satisfaction seriously. Our goal is to ensure that you feel supported, respected, and heard throughout your experience with our services. If you have any questions or concerns about our refund and returns policy or need assistance, please do not hesitate to contact us. Our dedicated customer service team is here to help you navigate any issues and ensure a positive outcome.

Thank you for choosing our counseling services. We look forward to supporting you on your journey and helping you build meaningful, lasting relationships.