Cancellation & Refund Policy
Effective Date: 5 Oct, 2024
Cancellation & Reschedule Policy:
At CalmAlly, we recognize that your plans may change, and you may need to cancel or reschedule a therapy session. This policy outlines the conditions under which cancellations and rescheduling can occur, ensuring fairness for both our clients and therapists.
1. Cut-off Time for Cancellations and Rescheduling
Cancellations or rescheduling must be made at least 24 hours before the scheduled session to avoid any penalties. This provides enough time for therapists to adjust their schedules.
* For example: If your session is scheduled for 3:00 PM on Thursday, the cancellation or rescheduling request must be made by 3:00 PM on Wednesday at the latest.
2. Rescheduling Policy
* Rescheduling is only allowed up to 24 hours before the scheduled session. After this point, no rescheduling requests will be accepted, and only cancellations will be processed.
* You can reschedule a session a maximum of 2 times. After the second reschedule, further changes will not be permitted, and the session must either be attended.
3. Penalties for Late Cancellations
If a cancellation is made less than 24 hours before the scheduled session, the following penalties will apply:
* Cancellation less than 24 hours before the session or a no-show: You will be charged the full session fee.
These penalties compensate the therapist for the reserved time.
A "no-show" is defined as a User failing to attend or log in to a scheduled session within 10 minutes of its designated start time without prior notice or communication.
4. Mode of Cancellation and Rescheduling
Users can cancel or reschedule a session through the following methods:
* Email: Send an email to support@calmally.in with your name, appointment date and time, and the reason for cancellation.
* Phone Call: Call our customer support at +91-8700788842 during 9 am to 5 pm Monday to Friday[a][b][c] and provide the necessary details to cancel your session.
Please note that the cancellation or rescheduling is only considered complete once you receive a confirmation email from us. If you do not receive a confirmation within 2 working hours, follow up with customer support to ensure your request has been processed.
5. Cancellations or Rescheduling by the Therapist
If your therapist cancels or reschedules a session:
* You will be notified as soon as possible.
* You will be able to reschedule at no extra cost or cancel the session without penalties.
* In case of an emergency, you will also have the option to take the session with an alternate therapist. This will be arranged based on therapist availability, and you will be informed of the replacement therapist's credentials before the session.
6. Contact Information for Cancellations
For all cancellation and rescheduling requests, please contact:
* Website: https://www.calmally.in/
* Email: support@calmally.in
* Phone: +91-8700788842
* Support Hours: 9AM - 5PM Monday to Friday (Indian Standard Time)
General Refund Policy
At Calmally, we are committed to providing a seamless and transparent experience when it comes to payments for our therapy matching services. Below is a detailed policy outlining the steps and procedures for handling payment-related issues. This policy is designed to ensure that any concerns or discrepancies related to payments are resolved efficiently and fairly.
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1. Payment Methods
We accept the following payment methods for our services:
* Credit/Debit Cards (Visa, MasterCard, RuPay, etc.)
* Net Banking (via supported banks)
* UPI (Unified Payments Interface)
* Wallets (Paytm, Google Pay, PhonePe, etc.)
Note: Payments are processed through secure payment gateways, ensuring that your financial information remains protected.
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2. Payment Failures
If your payment fails while making a booking, please follow these steps:
2.1 Immediate Steps to Follow
* Check your account: Ensure that your bank account, UPI, or wallet has sufficient funds.
* Try again: Verify the details and attempt the payment again.
* Use an alternate method: If one payment method fails, try using a different one (such as switching from UPI to credit card).
2.2 Customer Support Contact
If the payment still fails after multiple attempts, you may contact our customer support team by email at support@calmally.in or call us at +91-8447735016 for further assistance. Please provide:
* Your registered email or phone number.
* The transaction ID (if available).
* A screenshot of the error message.
Our team will investigate the issue and guide you with further steps. Most issues are resolved within 12-24 hours.
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3. Double Charges / Duplicate Payments
If you notice a duplicate charge on your bank statement, please follow these steps:
* Verify the payment records: Cross-check your bank or wallet records.
* Notify support: Contact our support team within 48 hours of the transaction by providing:
* Transaction IDs for both payments.
* A screenshot of the duplicate payment.
After reviewing your request, if a duplicate payment is confirmed, the refund will be processed within 5-7 business days. You will be notified via email once the refund is initiated.
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4. Refund Policy
Refunds are handled as per the following circumstances:
4.1 Cancellation Refunds
If you cancel your appointment within the specified timeframe (refer to our Cancellation Policy), you will be eligible for a refund.
* Cancellations made 48 hours or more before the session: Full refund.
* Cancellations made within 24-48 hours: 50% refund.
* Cancellations made less than 24 hours before the session: No refund.
4.2 Service-related Refunds
If there is an issue with the therapy-matching service (such as non-delivery of services, technical issues with therapist matching, etc.), you may be eligible for a refund based on the following conditions:
* Non-allocation of a therapist within the promised timeframe: Full refund.
* Inability to attend a session due to technical issues on our end: Full refund or reschedule option.
4.3 Refund Process
Refunds will be processed to the original payment method used during the purchase. Once approved, the refund process typically takes:
* UPI and Wallet Payments: 2-3 business days.
* Credit/Debit Cards and Net Banking: 5-7 business days.
You will receive an email confirmation once the refund is initiated. In case of any delays, you can contact our support team with your refund request reference number.
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5. Overcharging / Incorrect Billing
If you believe you were overcharged or the bill contains incorrect charges, please take the following actions:
* Review the invoice sent to your registered email upon payment.
* Contact support within 7 days of the transaction by providing:
* Your invoice or receipt details.
* A description of the incorrect charge.
Upon review, if the overcharge is verified, we will process a refund of the overcharged amount within 5-7 business days.
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6. Discounts and Promotional Codes
6.1 Usage Rules
* Only one promotional code can be applied per transaction.
* Promotional codes are non-transferable and cannot be exchanged for cash.
* Ensure that the promo code is applied before completing the payment. Discounts cannot be applied retrospectively.
6.2 Invalid/Expired Promo Codes
If your promotional code does not work, it may be due to:
* The code being expired or invalid.
* Failure to meet the minimum spending requirement.
In case of issues, please contact support with the promo code details for verification. Unfortunately, we are unable to retroactively apply discounts once a transaction is completed.
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7. Unrecognised or Fraudulent Charges
If you see an unrecognised charge on your account related to our service:
* Contact our support team immediately to report the issue.
* Provide details such as the transaction ID and any other relevant information.
We will investigate the issue and assist in disputing the charge if found to be fraudulent.
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8. Invoice Requests
We automatically send an invoice for every payment made through our platform to your registered email address. If you do not receive the invoice or need an additional copy, please email support@calmally.in with:
* Your registered email or phone number.
* The date of the transaction and any reference numbers you may have.
We will send the invoice within 24 hours of your request.
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9. Disputes and Escalations
9.1 Payment Disputes
In case of any unresolved payment-related issues, you can raise a dispute by:
* Emailing support@calmally.in with the subject line: "Payment Dispute - [Your Transaction ID]."
* Provide a detailed explanation of the issue.
Our team will review your dispute and provide a resolution within 3-5 business days.
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10. Contact Information
For any payment-related inquiries or assistance, you can reach our customer support team through the following channels:
* Email: support@calmally.in
* Phone: +91-8700788842 (Available 9 AM - 6 PM, Monday to Friday)
Please include your registered email address and relevant transaction details for faster resolution.
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Calmally is committed to providing a fair and transparent experience when it comes to payments and billing. We value your trust and will do our best to address your concerns as efficiently as possible.
Cancellation and Refund Policy for Multi-Session Packages
Our multi-session packages provide flexibility to book therapy sessions one at a time, based on your schedule and needs. Below is the cancellation and refund policy specifically for the 3-session and 5-session packages.
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1. Cancellation and Refund Eligibility
* Cancellation and Full Refund:
* Users are eligible for a full refund of the 3-session or 5-session package if they cancel the entire package within 24 hours of the initial purchase and no sessions have been booked.
* Requests for full refunds must be made within this 24-hour window.
* Partial Refunds:
* If a user has completed one or more sessions and wishes to cancel the remaining package within 24 hours of the initial purchase, a partial refund will be issued on a pro-rata basis for the unused sessions.
* Any sessions that have already been attended will be deducted from the refund amount based on the per-session rate of the package.
* After 24 hours from the time of purchase, no refunds will be issued, regardless of the number of sessions used.
* No Refund After 24 Hours:
* If a cancellation request is made after 24 hours of purchasing the 3-session or 5-session package, no refund will be provided. All sessions remaining in the package can still be used as per the terms, but the cost of the package is non-refundable at this point.
* Refund Timeline:
* Refunds will be processed within 3-5 business days after the cancellation request has been approved. The refunded amount will be credited to the user’s original payment method or bank account.
2. Package Expiration
* The 3-session and 5-session packages are valid for three months from the date of purchase.
* Any sessions not booked or used within this one-year period will expire, and no refund or credit will be provided for unused sessions.
3. Session-Specific Cancellations
* Each session booked within a package follows the standard session cancellation policy:
* Cancellations made 24 hours or more before the session will incur no penalties, and the session will be credited back to the user’s package balance.
* Cancellations made less than 24 hours before the session:
* 12-24 hours prior: 50% of the session’s rate within the package will be forfeited.
* Less than 12 hours or a no-show: The session will be considered used, and the full session will be forfeited from the package.
4. Rescheduling Policy
* Users may reschedule each session booked under a multi-session package in accordance with the standard rescheduling policy:
* Rescheduling is allowed up to 24 hours before the session start time.
* Within 24 hours, only cancellations are permitted, and rescheduling will not be allowed.