REFUND, CANCELLATION, RESCHEDULING & BILLING POLICY

Introduction

This Refund, Cancellation, Rescheduling & Billing Policy governs all commercial transactions across the Hey Attrangi platform, including subscriptions, therapy bookings, appointment cancellations, rescheduling, billing, payment failures, refunds, credits, institutional billing, and payment disputes.

This policy is published in compliance with the Consumer Protection Act, 2019, the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and other applicable laws of the Republic of India.

This policy forms an integral part of our Terms of Service and should be read alongside that document.

If you have any questions, please contact us using the details at the end.

1. Purpose

The purpose of this policy is to:

• Establish clear and transparent standards for refunds, cancellations, rescheduling, and billing across all Platform services.
• Protect your rights in accordance with the Consumer Protection Act, 2019.
• Ensure fairness and consistency in the treatment of commercial transactions.
• Provide clarity regarding the allocation of therapist time, platform resources, and service availability.
• Establish procedures for handling payment disputes and billing inquiries.
• Provide a framework for exceptional circumstances.

2. Scope

This policy applies to all commercial transactions conducted through the Platform, including:

• Subscription plans for AI wellness services.
• Individual therapy appointments.
• Therapy session packages.
• Institutional subscriptions and enterprise agreements.
• Promotional offers and discounted services.
• Any other paid services offered through the Platform.

This policy applies to all users, patients, and caregivers who make payments through the Platform.

This policy does not apply to:

• Services provided free of charge.
• Services provided under institutional agreements where separate terms apply.
• Transactions governed by separate contractual agreements that expressly supersede this policy.

3. Subscription Plans

The Platform offers various subscription plans for AI wellness services, therapy sessions, and other paid features.

Subscription plans, pricing, and features are described on the Platform and may be updated from time to time.

By subscribing to a plan, you agree to pay the applicable fees for the subscription period.

The specific terms of your subscription, including fees, billing frequency, and features, will be specified at the time of purchase.

4. Billing Cycle

Subscriptions are billed in advance on a recurring basis, typically monthly or annually.

The billing date is the date on which the subscription was activated, unless otherwise specified.

The billing cycle continues until the subscription is cancelled in accordance with this policy.

Invoices are issued at the beginning of each billing cycle and are payable immediately.

5. Payment Methods

Payments may be made using the following methods:

• Credit cards and debit cards (Visa, Mastercard, RuPay, and other supported networks).
• UPI (Unified Payments Interface).
• Net banking.
• Digital wallets.
• Any other payment methods supported by the Platform.

We may add or remove payment methods from time to time.

You are responsible for ensuring that your payment information is accurate and up to date. We are not liable for payment failures caused by inaccurate or outdated payment information.

6. Automatic Renewal

Subscriptions automatically renew by default at the end of each billing cycle.

We will charge the payment method on file at the beginning of each billing cycle.

You may cancel automatic renewal at any time through the Platform's account settings.

Cancellation of automatic renewal prevents future renewals but does not entitle you to a refund for the current subscription period.

We will provide reasonable notice of upcoming renewals, including the applicable fees.

7. Price Changes

We may change subscription fees upon reasonable notice.

Notice of price changes will be provided at least thirty (30) days before the change takes effect.

Price changes apply to subsequent billing cycles and do not affect the current subscription period.

If you do not agree to a price change, you may cancel your subscription before the change takes effect.

8. Taxes

All fees are exclusive of applicable taxes, including but not limited to Goods and Services Tax (GST).

Applicable taxes will be added to the invoice at the prevailing rate.

You are responsible for all taxes applicable to your subscription and use of the Services.

Tax invoices will be issued in accordance with applicable tax laws.

9. Cancellation by User

You may cancel your subscription at any time through the Platform's account settings.

Cancellation takes effect at the end of the current billing cycle.

Upon cancellation:

• You continue to have access to the Services for the remainder of the current subscription period.
• You will not be charged for subsequent billing cycles.
• No refund will ordinarily be issued for the current subscription period.
• Your data will be retained in accordance with our Data Retention & Deletion Policy.

10. Cancellation by the Company

We may cancel your subscription immediately, with or without notice, if:

• You violate our Terms of Service or any applicable policy.
• You engage in prohibited conduct.
• You fail to pay fees when due.
• Required by court order or applicable law.
• You pose a risk to the Platform or other users.
• We discontinue the Platform or Services.

We may also cancel a subscription for any reason upon reasonable notice.

11. Effect of Cancellation

Upon cancellation of a subscription:

• Your access to paid features ceases at the end of the current billing cycle.
• You remain liable for any fees or charges incurred prior to cancellation.
• Your data is retained in accordance with our Data Retention & Deletion Policy.
• Provisions that by their nature should survive termination shall survive.

12. Appointment Booking

You may book therapy appointments through the Platform.

Appointment booking is subject to the availability of licensed therapists.

We do not guarantee that any specific therapist or time slot will be available.

13. Patient Cancellations

You may cancel a therapy appointment at any time through the Platform's appointment management features.

Cancellation Without Penalty: You may cancel appointments at least twenty-four (24) hours before the scheduled session without penalty.

Late Cancellation: Cancellation requests made less than twenty-four (24) hours before the scheduled session may be treated according to this policy and operational requirements. We may, in our sole discretion, decide to impose a cancellation fee or charge the full session fee.

The twenty-four (24) hour cancellation window is designed to respect the therapist's time and allow for rescheduling with other patients.

14. Rescheduling by Patient

You may reschedule a therapy appointment through the Platform's appointment management features.

Rescheduling requests made at least twenty-four (24) hours before the scheduled session will be accommodated subject to therapist availability.

Rescheduling requests made less than twenty-four (24) hours before the scheduled session may be treated as a cancellation and rebooking, subject to the cancellation terms above.

15. Therapist Cancellations

If a licensed therapist cancels a confirmed appointment, you will have the option to choose either:

• A full refund of the session fee; or
• A rescheduled appointment at no additional cost.

We will make reasonable efforts to notify you of therapist cancellations as soon as practicable.

You will be notified of your options and given a reasonable period to respond.

16. Rescheduling by Therapist

If a licensed therapist reschedules a confirmed appointment, you will be offered:

• Alternative time slots with the same therapist; or
• A full refund if you are unable to attend the alternative time slots.

We will make reasonable efforts to accommodate your preferences.

17. Patient No‑Show

If you fail to join a scheduled therapy session within fifteen (15) minutes of the scheduled start time, you will be considered a No‑Show.

We will make reasonable attempts to reconnect you during the fifteen‑minute period.

If reconnection is unsuccessful after fifteen (15) minutes, the appointment may be treated as completed.

No refund will ordinarily be issued for patient No‑Shows.

Repeated No‑Shows may result in restrictions on your ability to book future appointments.

18. Partial Sessions

If you voluntarily leave a session before completion:

• Reasonable attempts will be made to reconnect you.
• If reconnection is unsuccessful after fifteen (15) minutes, the therapist may mark the session as completed based on professional judgement.
• No refund will ordinarily be issued.

The licensed therapist will exercise professional judgement in determining whether the session has been completed for clinical purposes.

19. Technical Failures

Where a confirmed therapy appointment cannot proceed due to verified Platform or infrastructure failures:

• We will make reasonable efforts to automatically reschedule the appointment.
• You will be notified of the technical failure and offered alternative time slots.
• Refunds are not the default remedy unless otherwise required by applicable law or expressly approved under this policy.

Technical failures that are attributable to your own equipment or internet connection will not be considered Platform failures. In such cases, the standard cancellation and no‑show policies apply.

20. General Refund Policy

Except where required by applicable law or expressly approved by us, payments made for subscriptions, therapy sessions, and other paid services are generally non‑refundable after successful purchase or activation.

The rationale for this policy includes:

• Allocation of Therapist Time: Therapists allocate time based on confirmed appointments; cancellations after a certain time may prevent alternative booking.
• Platform Resources: We incur costs for platform infrastructure, support, and operations.
• Service Availability: Once a service is activated or scheduled, we have incurred costs in making it available.

Nothing in this policy limits your rights as a consumer under the Consumer Protection Act, 2019.

21. Refunds for Subscriptions

No refund will ordinarily be issued for subscription fees after the subscription has been activated.

Refunds for subscriptions will be considered only in the following circumstances:

• The subscription was purchased in error and you provide satisfactory evidence.
• The subscription service was not available for a significant period due to Platform failures.
• You have not used the subscription at all during the subscription period.
• Exceptional circumstances as set forth below.

Refund decisions will be made in our sole discretion, acting reasonably.

22. Refunds for Therapy Appointments

Refunds for therapy appointments will be issued in the following circumstances:

• The therapist cancels the appointment (full refund).
• The therapist reschedules the appointment and you are unable to attend the alternative time slots (full refund).
• The confirmed appointment cannot proceed due to Platform technical failures (full refund).
• Payment processing errors result in duplicate or overcharging (full refund of the erroneous amount).

Refunds will not ordinarily be issued in the following circumstances:

• Patient cancellation less than twenty‑four (24) hours before the scheduled session.
• Patient No‑Show.
• Partial sessions where you voluntarily leave before completion.
• Technical failures attributable to your equipment or internet connection.

23. Refunds for Technical Failures

Where a confirmed therapy appointment cannot proceed due to verified Platform technical failures:

• You will be offered a rescheduled appointment at no additional cost; or
• A full refund will be issued if you are unable to attend a rescheduled appointment.

We will document all technical failures and their resolution.

24. Refunds for Payment Errors

In the event of a verified payment processing error:

• Duplicate payments will be refunded in full.
• Overpayments will be refunded in the amount of the overpayment.
• Incorrect charges will be corrected.

We will process refunds for payment errors within a reasonable time after verification of the error.

25. Promotional Offers

Promotional pricing, coupons, discounts, and special offers do not create additional refund rights.

Refund eligibility will be determined under this policy rather than promotional pricing.

In the event of a refund, the refund amount will be based on the actual amount paid, not the full undiscounted price.

26. Exceptional Circumstances

We may, at our sole discretion and acting reasonably, consider refunds, credits, or alternative remedies in exceptional circumstances, including but not limited to:

• Verified platform failures affecting a significant number of users.
• Bereavement or critical illness of you or an immediate family member.
• Medical emergencies.
• Natural disasters.
• Payment processing errors.
• Other extraordinary circumstances.

Requests for exceptional refunds must be submitted to us in writing and include supporting documentation.

Refund decisions made under exceptional circumstances will be documented and will not establish precedent.

27. Payment Processing

Payments are processed through secure, third‑party payment gateways.

We do not store complete card or banking credentials on our servers.

Payment processing is subject to the terms and conditions of the applicable payment gateway.

We make reasonable efforts to ensure payment processing is secure and reliable.

28. Payment Failures

In the event of a payment failure:

• We may attempt to retry the payment using the same payment method.
• You may be notified of the failure and asked to update your payment information.
• We may suspend access to Services until the payment is successfully processed.
• Access may be terminated if payment failures persist.

We are not liable for payment failures caused by:

• Insufficient funds.
• Expired or invalid payment methods.
• Payment gateway or bank errors.
• Any other circumstances beyond our reasonable control.

29. Duplicate Payments

In the event of a duplicate payment:

• We will investigate the duplicate payment.
• Upon verification, a full refund of the duplicate amount will be processed.
• The refund will be processed through the original payment method.
• You must cooperate with our investigation of duplicate payments.

30. Disputed Transactions

If you dispute a transaction:

• You must provide written notice of the dispute to us.
• We will investigate the dispute.
• You must cooperate with our investigation.
• We will communicate the outcome of the investigation to you.

We reserve the right to suspend access to Services during the pendency of a dispute investigation.

31. Fraud Prevention

We may:

• Suspend services if fraudulent activity is suspected.
• Reverse improperly obtained benefits.
• Cooperate with payment providers and law enforcement.
• Investigate suspicious transactions.
• Report fraudulent activity where legally appropriate.
• Delay refunds while investigations are pending.

We are not liable for losses arising from fraudulent use of your payment method if you have failed to maintain the security of your account.

32. Billing Communications

Billing communications, including invoices, receipts, and payment confirmations, will be sent to your registered email address.

You are responsible for monitoring your billing communications.

We may send billing communications through the Platform and other authorised channels as set forth in our Electronic Communication Consent.

33. Institutional Customers

Institutional Agreements: Institutional subscriptions, enterprise agreements, and educational contracts are governed exclusively by their respective contractual agreements. This policy applies only where those agreements expressly provide. In the event of any conflict between this policy and an institutional agreement, the institutional agreement prevails.

Institutional Billing: Institutional billing is governed by the applicable institutional agreement. Billing cycles, payment terms, and invoicing procedures for institutional customers are as set forth in that agreement. Institutional customers are responsible for ensuring accurate and timely payment.

Institutional Cancellations: Cancellations and modifications of institutional subscriptions are governed by the applicable institutional agreement. Notice periods, termination fees, and refunds for institutional subscriptions are as set forth in that agreement.

34. Complaints

If you have a complaint regarding billing, payments, refunds, or cancellations, please contact us.

We will acknowledge your complaint within seven (7) business days and will endeavour to resolve it within thirty (30) days.

If you are not satisfied with our resolution, you have the right to file a complaint with the appropriate consumer forum under the Consumer Protection Act, 2019.

35. Changes to This Policy

We may update this policy from time to time to reflect changes in practices, legal requirements, or operational needs.

When material changes are made, we will notify you through:

• The Platform.
• Email to your registered email address.
• In‑app notifications.
• Other appropriate means.

The "Effective Date" at the top of this policy indicates when it was last revised.

Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the updated policy, subject to any additional consent requirements under applicable law.