Cancellation & Refund Policy
Fee and Payment Policy
- All payments should be made prior to availing TalktoAngel services except face to face appointment.
- All payments relating to face to face appointment should be made at the clinic directly.
- The user’s session booking(s) will not be confirmed until the payment is received by TalktoAngel.
- Multiple-session package offerings are offered by the platform according to special offering by TTA therapist.
- All purchases expire 15 months from the date of purchase.
Fee Information
- The fee per session is dependent on the selected TTA therapist and is inclusive of tax (if any).
Special offers
- Discounts and offers are available to all users.
- Special offers may only be available for a limited time and can be withdrawn at any time.
- This discount requires a promo code.
Cancellation, Reschedule and Refund Policy
As an online mental health and holistic healing platform, TalktoAngel strives to provide the user with the best possible service in order, to TalktoAngel user satisfaction. Keeping that in mind, TalktoAngel cancellation and refund policy ensures the highest possible flexibility for the user.
1. Single Sessions – Reschedule, Cancellation, Refund
If for any reason you need to cancel/reschedule an appointment you will need to provide us with at least 12 hours notice. Any cancellations with less than 12 hours 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 refund on the cancelled session in the TTA e-wallet for further use, and
- Claim a cash refund on the cancelled session.
a. Session Reschedule
- i. Reschedule by the user
TalktoAngel provides the user with the flexibility to reschedule their sessions to a later time. Any rescheduling request will be processed based on the time at which the user requests TalktoAngel to reschedule with respect to the scheduled time of the session and is explained in the table below.
| Initiation of Session Reschedule | Refund provided to the User |
| More than 12 hours of the scheduled session | 100% Refund in TTA e-wallet for Free Rescheduling |
| Less than 12 hours of the scheduled session | Needs to be booked as a new session from the balance amount in TTA e-wallet (if any) |
b.Session Cancellation and Refund
i.Cancellation by the user
The user can cancel the session and claim a refund in one of the two means offered:
- Refund in TTA e-wallet
- Cash Refund
The refund amount provided to the user will be based on when the cancellation was initiated and is explained in the table below:
| Initiation of Session Cancellation | Refund provided to the User |
| More than 12 hours of the scheduled session | 100% Refund in TTA e-wallet or 100% Cash Refund |
| Less than 12 hours of the scheduled session | No Refund |
For sessions cancelled more than 12 hours of the scheduled time, at the time of cancellation, the user has three options:
- Book a new session at the time of the cancellation with any of our therapists
- Take a refund in TTA e-wallet. This refund in the TTA e-wallet can be used within the validity period to book a session with the therapist
- Take a cash refund back to the user’s original method of payment
All cash refunds will be processed within 3 working days. Please note that, depending on the bank, it might take longer for the amount to get credited to your account.
ii.Cancellation by TalktoAngel Expert
If the session is cancelled by the TalktoAngel expert, the user will receive a refund in TTA e-wallet, regardless of the time at which the cancellation was done. This refund in TTA e-wallet can be used within the validity period to:
- Book a session with any of our therapists
- Claim a cash refund for this refund in TTA e-wallet at a later date
iii.Session Delayed/ Technical Issues
If due to an unforeseeable reason from TalktoAngel’s end, a booked session is not completed in its entirety by the TalktoAngel expert, the user will be given a full or partial refund in TTA e-wallet to compensate for the lost session time. The compensation will be decided on how much session time is lost and is outlined in the table below:
| Session Time Lost | Refund provided to the User |
| Less than 30% of Session Time | No refund |
| 30% – 65% of Session Time | Refund of 50% of the Session Fee in TTA e-wallet* |
| Greater than or equal to 65% of session time | 100% Refund in TTA e-wallet* |
* The user will receive the refund in their TTA e-wallet. This refund in TTA e-wallet can be used within the validity period to:
- Book a session with any of our therapists
- Claim a cash refund for this refund in TTA e-wallet at a later date
2. Multi-Session Packages – Reschedule, Cancellation, Refund
For multi-session packages and sessions booked through the packages, TalktoAngel provides the user with the flexibility to:
- Reschedule individual session bookings
- Cancel individual session bookings
- Cancel and claim a cash refund on the package
a.Session Reschedule
i.Reschedule by the user
TalktoAngel provides the user with the flexibility to reschedule their sessions to a later time. Any rescheduling request will be processed based on the time at which the user requests TalktoAngel to reschedule with respect to the scheduled time of the session and is explained in the table below:
| Intimation of Session Reschedule | Session status provided to the User |
| More than 12 hours of the scheduled session | 100% Refund in TTA e-wallet for Free Rescheduling |
| Less than 12 hours of the scheduled session | Needs to be booked as a new session from the balance amount in TTA e-wallet (if any) |
b. Session Cancellation
i.Cancellation by the user
If the user wishes to cancel the session booking, the refund provided to the user will be decided based on when the cancellation was initiated and is explained in the table below.
| Initiation of Session Cancellation | Refund provided to the User |
| More than 12 hours of the scheduled session | 100% Refund in TTA e-wallet* |
| Less than 12 hours of the scheduled session | No Refund |
*This refund is credited back to TTA e-wallet and is then treated as an unutilised amount within their current balance and can be used to book a new session (within the validity period of the package). This refund will be considered as an unutilized amount for the purpose of a package refund.
ii.Cancellation by TalktoAngel expert
If the session is cancelled by the TalktoAngel expert, regardless of the time of cancellation, the refund is credited back to TTA e-wallet and is then treated as an unutilised amount within their current balance. This refund can be used to book a new session (within the validity period of the package). This refund will be considered as an unutilised amount for the purpose of a package refund.
iii.Session Delayed/Technical Issues
If due to an unforeseeable reason, a booked session is not completed in its entirety by the TalktoAngel expert, the user will be given a full or partial refund in TTA e-wallet to compensate for the user’s lost session time. The compensation will depend on how much session time is lost and is outlined in the table below:
| Session Time Lost | Refund provided to User |
| 0 – 30% of Session Time | No refund |
| 30% – 65% of Session Time | Refund of 50% of Session Fee in TTA e-wallet* |
| Greater than 65% of session time | 100% Refund in TTA e-wallet* |
* This refund is credited back to TTA e-wallet and is then treated as an unutilised amount within their current balance and can be used to book a new session (within the validity period of the package). This refund will be considered as an unutilised amount for the purpose of a package refund.
c.Package Refund
For sessions booked from a multi-session package, the refund can only be initiated on the entire package or the unutilised balance of the entire package. In this case, the sessions that have already been completed will be charged at the price of the next highest package (if applicable) so that the user gets the lowest price per session possible.
For example, considering a session fee of INR 100, if the user has a 6+2 Session Package active, the first 4 sessions will be charged at INR 300.00 in total as per the 3+1 Session Package and not at INR 400.00 as per the Single Session price.
If there are forthcoming session bookings from the package, the user cannot cancel and claim a refund on the package. The session bookings have to be completed or cancelled before a package cancellation can be initiated.
Upon initiating the package cancellation and refund request, the refund amount for the package- based on how many sessions were completed- will be processed as per the following table.
Please note, the following calculation is provided as a guide, considering a session fee of INR 100. Actual refunds can vary depending on the session fee for the selected therapist among other factors.
|
Completed Sessions |
Eligible Refund per Package |
||||
|
Single Session |
3+1 Session |
6+2 Session |
9+3 Session |
12+4 Session |
|
|
0 |
100.00 |
300.00 |
600.00 |
900.00 |
1,200.00 |
|
1 |
– |
200.00 |
500.00 |
800.00 |
1,100.00 |
|
2 |
– |
100.00 |
400.00 |
700.00 |
1,000.00 |
|
3 |
– |
– |
300.00 |
600.00 |
900.00 |
|
4 |
– |
– |
200.00 |
500.00 |
800.00 |
|
5 |
– |
– |
100.00 |
400.00 |
700.00 |
|
6 |
– |
– |
– |
300.00 |
600.00 |
|
7 |
– |
– |
– |
200.00 |
500.00 |
|
8 |
– |
– |
– |
100.00 |
400.00 |
|
9 |
– |
– |
– |
– |
300.00 |
|
10 |
– |
– |
– |
– |
200.00 |
|
11 |
– |
– |
– |
– |
100.00 |
|
12 |
– |
– |
– |
– |
_ |
In the above example, if the user has a 9+3 Session Package active and has completed 4 sessions, the eligible refund on package cancellation would be 500.
The cash refund will be processed within 3 working days. Please note that, depending on the bank, it might take longer for the amount to reflect in the user’s account.