Refund Policy

Refund Policy

Last Updated: 2025

We value every client who chooses our counseling services, and we strive to provide a smooth, supportive, and transparent experience. This Refund & Cancellation Policy explains how refunds, cancellations, and rescheduling work on our platform.

By booking a session, you agree to the terms outlined here.

1. Appointment Bookings

All bookings made through our website, email, or approved communication channels are considered confirmed once payment is completed.

You will receive a confirmation message with your session details (date, time, and assigned counselor).

2. Cancellation Policy

2.1 Client Cancellations

If you need to cancel your session:

Cancel at least 24 hours before your appointment to receive either:

  • A full refund OR
  • A free reschedule (no penalty)

Cancellations made within 24 hours of the session time are not eligible for a refund.

This is because a counselor has already reserved time for you, and last-minute cancellations prevent us from offering the slot to someone else.

2.2 No-Show Policy

A "no-show" means you do not attend your session and do not notify us ahead of time.

  • No-shows are not eligible for refunds.
  • You will need to book a new session if you wish to continue services.

2.3 Rescheduling

You may reschedule a session once for free if you notify us at least 24 hours in advance.

Multiple reschedule requests may incur additional fees.

3. Refund Eligibility

Refunds may be issued only in the following situations:

3.1 Eligible Situations

You may request a refund if:

  • You cancel at least 24 hours before the session
  • You booked the same session twice by mistake
  • A technical issue on our side prevented the session from happening
  • Your assigned counselor failed to attend the session

3.2 Non-Eligible Situations

Refunds will not be granted for:

  • Missed sessions ("no-shows")
  • Cancellations within 24 hours
  • Dissatisfaction due to outcomes or expectations—therapy results vary
  • Completed sessions
  • Interruptions caused by the client's internet or device failure

4. Processing Refunds

Refunds are processed through the same payment method used at booking.

Refunds will be processed within 7–14 business days, depending on your bank.

Because all payments are processed in Ghanaian Cedis (GHS) through Paystack, exchange rates may affect the final returned amount.

We are not responsible for currency conversion differences or foreign transaction fees charged by your bank.

5. Package Sessions & Multi-Session Purchases

If you purchased a package (multiple sessions):

  • Refunds apply only to unused sessions
  • Completed sessions are non-refundable
  • Packages discounted as a bundle may be recalculated at the original per-session rate upon refund

6. Counselor Changes

We reserve the right to change or reassign your counselor in cases of:

  • Emergency
  • Scheduling conflict
  • Illness
  • Staff restructuring

You may request a counselor change if you're not comfortable, but this does not qualify for a refund.

We will make every effort to accommodate your preferences.

7. Technical Issues

If a session fails due to a system error, platform failure, or counselor connection issue:

  • The session will be rescheduled at no extra cost
  • If rescheduling is not possible, a refund may be issued

If the issue is on the client's side (e.g., poor internet, device failure), refunds are not provided.

8. Disputes & Special Circumstances

We strive to be fair and compassionate.

If you believe you deserve a refund outside the standard policy, contact us and we will review your case individually.

All decisions made after review are final.

9. Policy Updates

We may update this Refund Policy occasionally.

Continued use of our website or services means you accept the latest version.

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