CANCELLATION & REFUND POLICY

Fee Information & Refund Policy.

Therapy Sessions

Payments

  • All applicable payments should be made prior to availing InnerHour services.
  • The user's session booking(s) will not be confirmed till the payment is received by InnerHour.
  • If you are accessing our services through a third-party or your organisation, beyond any sessions that might be offered to you as part of InnerHour's association with your organisation, the user's session booking(s) will not be confirmed till the payment is received by InnerHour.
  • All purchases expire one year from the date of purchase.

Fee Information

  • For individual users, the fee per session is dependent on the selected psychological wellness expert.
  • For users who are accessing sessions through their organisation, beyond their included sessions, the fee per session is dependent on the selected psychological wellness expert and specific arrangements with their organisation.

Cancellation, Reschedule and Refund

As an online psychological wellness platform, InnerHour strives to provide the user with the best possible service in order to maximise user satisfaction. Keeping that in mind, InnerHour's cancellation and refund policy ensures the highest possible flexibility for the user.

The user has the flexibility to

  • Reschedule the session
  • Cancel the session
  • Claim a refund on the cancelled session

Session Reschedule

Reschedule by The User

InnerHour 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 InnerHour to reschedule with respect to the scheduled time of the session and is explained in the table below.

Initiation of Session Reschedule Session Refund provided to the User
At least 24 hours in advance of the scheduled session Free Reschedule
Within 24 hours of the scheduled session Needs to be booked as a new session and make payment for the same if applicable

Session Cancellation and Refund

Cancellation By The User

The user can cancel the session and claim a refund in one of the two means offered:

  • Session Refund
  • Cash Refund, in case the user has made a payment for the session

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 Session Refund provided to the User
At least 24 hours in advance of the scheduled session 100% Session Refund or, if applicable, 100% Cash Refund
Within 24 hours of the scheduled session No Session Refund

For sessions cancelled at least 24 hours in advance, at the time of cancellation, the user has three options:

  • Book a new session at the time of the cancellation with the same expert;
  • Take a session credit on the user's account on the InnerHour platform. This session credit can be used within the validity period to book a session with the same expert;
  • Take a refund back to the user's original method of payment, in cases where the user has made a payment for the session, by writing to support@theinnerhour.com.

All cash refunds will be processed within 14 days. Please note that, depending on the bank, it might take longer for the amount to get credited to your account.

Cancellation by InnerHour Expert

If the session is cancelled by the InnerHour expert, the user will receive a session credit on their account on the InnerHour platform, regardless of the time at which the cancellation was done. This session credit can be used within the validity period to:

  • Book a session with the same expert within the validity period
  • Claim a cash refund for this session credit within the validity period, if the user made a payment to book the session, by contacting support@theinnerhour.com

Session Delayed/Technical Issues

If, due to an unforeseeable reason from InnerHour's end, a booked session is not completed in its entirety by the InnerHour expert, the user may write to InnerHour at support@theinnerhour.com. Refunds will be handled on a case-to-case basis.

Session Packages

In cases where the user has booked a multi-session package available on our platform, refund can only be initiated on the entire package or the unutilised part 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 1000, if the user has a 10+2 Session Package active, the first 7 sessions will be charged at INR 6000.00 in total as per the 6+1 Session Package and not at INR 7000.00 as per the Single Session price.

If there are upcoming 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.

Completed Sessions Eligible Refund per Package
Single Session 6+1 Session Package 10+2 Session Package
0 1,000.00 6,000.00 10,000.00
1 5,000.00 9,000.00
2  – 4,000.00 8,000.00
3 3,000.00 7,000.00
4 2,000.00 6,000.00
5 1,000.00 5,000.00
6 4,000.00
7 4,000.00
8 3,000.00
9 2,000.00
10 1,000.00
11
12

Please note, the following calculation is provided as a guide, considering a session fee of INR 1000. Actual refunds can vary depending on the session fee for the selected expert among other factors.

In the above example, if the user has a 10+2 Session Package active and has completed 4 sessions, the eligible refund on package cancellation would be 6000.

The cash refund will be processed within 14 days. Please note that, depending on the bank, it might take longer for the amount to reflect in the user's account.

App Subscriptions

Users have the option to subscribe to different plans in order to unlock features. We offer subscriptions for the self-help plans (Plus plan) as well as for professional support over the plan (Pro plan). Together, they are referred to as our Premium plans.

We may offer access to our Premium plans based on different billing cycles: monthly, quarterly, and annual. All payments for our Premium plans are managed entirely by Google Play Store or App Store, and the transaction takes place between Google Play/App Store and the user.

All payments have to be made at the start of the billing cycle in order to unlock the premium plans. For the monthly plan, users will be charged every month. For the quarterly plan, users will be charged at the start of every quarter. For the annual plan, users will be charged once for the whole year.

We may offer introductory discounts and free trials on our different plans from time-to-time. Introductory discounts are typically provided once for each plan type (for example, Monthly Plus plan). In case of introductory discounts, please note that the offer is applicable for the first billing cycle only; regular prices will be charged from the next billing cycle. Free trials are only offered once for each user. We do not offer free trials on the Pro subscription.

The in-app subscription packages are automatically renewed unless cancelled by the user through Google Play Store (for our Android app) or through Apple Store (for our iOS app). The monthly plan will be renewed every month, the quarterly plan will be renewed every 3 months and the annual plan will be renewed every year.

If users wish to cancel an app subscription, they can do so by opening the InnerHour app, opening Settings, and clicking on Subscriptions. They will be able to view an option called 'Manage Subscriptions', which will lead them to Google Play Store or Apple AppStore, from where they can cancel any subscription that is currently active.

Any refunds, if applicable, are processed by Google Play Store or Apple App Store at their discretion. The refund amount is decided by Google Play Store or Apple App Store in keeping with their respective policies and guidelines.

Users who face difficulties with cancellation or have questions about refunds can write to us at support@theinnerhour.com.

These are difficult times and InnerHour is here for you. If you are looking for any kind of mental health support - for yourself, your loved ones, or your workplace - don't hesitate to reach out to us. We're available on +912071171501 and support@theinnerhour.com.