Refund & Cancellation Policy

1. Client Cancellations

We understand that life happens. If you need to cancel or reschedule a session, we require at least 24 hours' notice before the scheduled start time. Cancellations made with 24 hours' notice are eligible for a full refund or can be rescheduled at no extra cost.

Cancellations made within less than 24 hours, or "no-shows," are generally non-refundable, as the therapist has already reserved that time exclusively for you.

2. Therapist Cancellations & No-Shows

If your assigned therapist cancels a session or fails to attend a scheduled session without prior notice, you are entitled to a 100% full refund for that session, or a free session credit to reschedule with them or another therapist of your choice.

3. Subscription Tiers

Therapy subscription tiers (bundles of sessions) are billed upfront. If you choose to cancel your subscription plan before using all your sessions, you may request a partial refund within 14 days of purchase. The refund will be prorated based on the standard non-discounted hourly rate of the sessions you have already used.

4. How to Request a Refund

To request a refund, please contact our support team with your Session ID and the reason for your request. Approved refunds will be processed back to the original payment method (e.g., M-Pesa, PayPal) within 5-10 business days depending on your financial institution.