Refund & Cancellation Policy

1. Cancellation & Rescheduling Policy

24-Hour Notice: To cancel or reschedule an appointment without penalty, you must provide notice at least 24 hours prior to the scheduled start time.
Late Cancellations & No-Shows:
- Appointments cancelled with less than 24 hours' notice will be charged at 100% of the session fee.
- Failure to attend a scheduled session ("No-Show") will result in the forfeiture of that session or a charge of 100% of the session fee.
Emergency Exception: We understand that emergencies happen. A one-time waiver for a late cancellation due to a genuine emergency (e.g., medical or family crisis) may be granted at the sole discretion of Synapse Mental Wellbeing.
- Note: This waiver is strictly an allowance to reschedule the session to a future date without penalty; it does not entitle you to a monetary refund. Furthermore, any session rescheduled under this exception becomes final and strictly non-refundable, regardless of when it is subsequently cancelled.

Single Sessions: Fees paid for single sessions are strictly non-refundable in the following cases:
- The session has been completed.
- The appointment was cancelled or rescheduled with less than 24 hours' notice (Late Cancellation).
- The client failed to attend the scheduled appointment (No-Show).
Packages & Bundles:
- Refunds for unused sessions in a prepaid package are calculated based on the standard single-session rate, not the discounted package rate.
- Example: If you buy a 5-session pack for ₹8,000 (₹1,600/session) but cancel after 1 session, the refund will be: ₹8,000 minus the Standard Single Session Rate (e.g., ₹2,000) = ₹6,000 refunded.
- Processing Fee: All refunds are subject to a 5% administrative processing fee (or a minimum of ₹500).
Post-Commencement: Once a specific session has commenced (started), no refund is available for that specific session time.

Approved refunds will be processed within 7-10 business days.
Refunds will strictly be issued to the original source of payment (e.g., the same credit card or bank account used for booking). Cash refunds are not permitted.