Cancellation and Refund Policy

Cancellation and refund policy

This Cancellation and Refund Policy governs all psychiatric consultations, psychotherapy sessions, mental-health assessments, and related services offered by T Minds Healthcare (“T Minds”, “we”, “our”). By booking or availing any service—whether online or in-clinic—you agree to comply with the terms set out in this Policy. Psychiatric and therapeutic services require dedicated preparation, protected clinical time, and continuity of care. Therefore, if you cancel your appointment at least 24 hours in advance of the scheduled time, you will be eligible for a refund. Once approved, refunds typically take 3 to 4 business days to reflect in your account. Cancellations made within 24 hours of the appointment are not eligible for refunds. Last-minute cancellations disrupt the therapist’s schedule, reduce availability for other clients who may urgently need support, and prevent the slot from being offered to someone else in time. To ensure fairness, respect for clinician time, and optimal access to care for all clients, strict adherence to this 24-hour policy is required. This Policy encourages mindful appointment management and helps clinicians maintain a structured and balanced schedule. The sections below describe the session structure, payments and fee information, specific conditions for cancellations, rescheduling, and refunds in further detail.”

Session structure:

• Psychiatry consultation will typically lasts for 15 to 30 minutes and psychotherapy sessions will be for 45 to 60 minutes long but may vary based on the service you opt for.
• Any request to alter the session duration must be discussed and agreed upon with your therapist in advance.
• Please ensure you arrive on time for your schedules session. If you arrive late the session will conclude at the originally scheduled end time, and the full session fee will be applicable.
• Session cannot be extended beyond the booked slot as clinicians and therapists must adhere to the next appointment time.
• If technical issues arise from the clients side the session will not be extended and will be billed in full
• Clients must attend sessions from a private, safe and interruption-free environment.
• Recording audio or video of sessions is strictly prohibited unless both parties explicitly agree in writing.
• Between-session communication is limited to appointment coordination or urgent safety concerns. Clinical advice is provided only during scheduled sessions.
• Bringing a family member or a support person must be pre discussed with the therapist, and is permitted only if clinically appropriate.
• Therapist may end the session early if the client is intoxicated, disruptive, unsafe, or unfit to participate, the full fee will still apply.
• Clients are encouraged to arrive prepared, having completed any requested forms, assessments, or exercise before the session.
• Clients are responsible for booking follow up sessions in advance to ensure continuity care. Last minute or emergency slot requests may not be available.

Payments:

• All applicable payments should be made prior to availing services from

T-Minds. Appointments are only confirmed once payment is successfully processed.

Sessions are allotted strictly on a prepared basis. If payment not completed, the time slot may remain open for other clients.

• T-Minds accepts multiple forms of digital payment including UPI, credit, debit cards, net banking, and approved third party payments gateways
• Cash payments are accepted only for in-clinic or face to face consultation.
• Any additional services like report writing, certificates, psychological documentation, clinical forms may be billed separately based on clinic guidelines.
• Therapy packages must be paid in full in advance and must be used within the validity period communicated at purchase.
• A digital receipt or invoice will be provided upon successful payment. Clients may download invoice form the platform.
• Any charges deducted by the payment gateway, bank, or financial intermediary are not controlled by T-Minds. Refunds, where applicable, may reflect net of such charges.
• If the transaction fails but the amount is debited from the client’s account the client must inform the company or the payment gateway.  Booking will not be confirmed until the payment is successfully verified.
• Unwarranted chargeback or fraudulent payment dispute may lead to suspension or permanent restriction of services, legal action where required, invalidation of refunds.
• Where legally mandated, taxes will be added to the fee in accordance with the Indian law, and will be reflected in the final bill.
• T-Minds reserve the right to revise consultation and therapy fees at any time. Revised fees apply to future bookings and not to already confirmed appointments.

Fee structure:

• All service fees are clearly displayed at the time of booking.
• Charges may vary based on the clinician’s seniority, session type duration, mode of consultation (online/offline).
• Therapy session fees differ for individual, couple, family, child/ adolescent, and specialized therapies. Pre-paid therapy packages may have discounted rates.
• From time to time T-Minds may share special discounts or offers to make mental health more accessible.
• Discounts and special offers may be available to all users only for selected services or packages and will be clearly mentioned at the time of booking. The discount or offers requires a promo code.
• Discounts are valid only during the promotional period and cannot be clubbed with other offers unless specifically stated.
• Discounts must be applied during booking and cannot be added after appointment is confirmed.
• All discounts are non transferable and non exchangeable into cash or substituted for other services.
• Any misuse of discount codes or promotional offers may lead to cancellation of bookings or denial of future discounts.
• T-Minds may modify, update or withdraw discounts and offers at its discretion keeping fairness and service quality in mind.

Cancellation, reschedule and refund policy:

  T-Minds being an online psychological wellness platform, endeavours tp provide users with optimal service quality. Accordingly, the cancellation and refund policy has been structured to provide users with clear, fair, and flexible options while maintaining operational efficiency.

1. Single session- Reschedule, Cancellation, Refund

If for any reason you need to cancel/reschedule an appointmentyou will need to provide us with at least 24 hours notice.any cancellation with less than 24hours notice are chargeable for the full session fee. Being unavailable for any session without informing us will also incur the full fee for the session you have booked.

The user has the flexibility to

• Reschedule the session,
• Cancel the session,
• Claim a cash refund on the cancelled session.

Session reschedule:

T-Minds provide the user with the flexibility to reschedule their session to a later time. Any rescheduling request will be processed based on the time at which the user requests T-Minds to reschedule with respect to the scheduled time of the session and is explained below:

1. At least 24 hrs in advance of the scheduled session- free reschedule.
2. Within 24hrs of the schedules session-needs to be booked as a new session and make payment for the same if applicable.

Session cancellation and refund:

Cancellation by the user:

The user can cancel the session and claim refund in one of the following two option:

• Session refund
• Cash refund

The refund amount provided for the user will be based on when the cancellation was initiated and is explained below.

• At least 24 hours in advance of scheduled session- 100% session refund if applicable 100% cash refund
• Within 24 hurs of scheduled session – no session refund.

For sessions cancellation at least 24 hours in advance , the user have 2

options.

• Session credit will be given to you on your account which will be valid for 1 year from the date of purchase.
• Cash refund back to the users original payment method.

Cancellation by T-Minds consultant:

If the session is cancelled by T-Minds consultant

• User will receive session credit in their account, this session credit can be used for a valid period of time
• Or a cash refund for the session credit within the validity period.

Session delayed or technical issues:

If a session cannot be completed in full due to unforeseen issues from our side, the user may contact our support team. Such cases will be reviewed individually, and any refund or adjustment will be processed on the specific circumstances.

Multiple session packages:

Users who have purchased a multi-session package may request cancellation and refund only for the entire package or for the unutilised portion thereof.

• Upon initiation of a package cancellation, all sessions already availed shall be re-computed at the rate applicable to the next lower package tier (where available) to ensure the lowest per-session charge to the user.
• Refund processing shall not commence if any future sessions under the package remain scheduled. All such sessions must be either completed or formally cancelled prior to submitting a package cancellation request.
• The refund amount shall be determined strictly on the basis of:

1. The number of sessions completed;
2. The applicable package pricing selected at the time of purchase;

• And the fee structure of the designated clinician.
• Package-based refunds may vary across experts, package types, or session fees, and the platform reserves the right to compute the final refundable amount accordingly.
• Upon approval of the cancellation request, the eligible refund shall be processed within the standard refund timeline. Credit of the refunded amount into the user’s bank or payment account is subject to the internal processing timelines of the respective financial institution.