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Cancellation Policy

Fee Information & Refund Policy.

Fee and Payment Policy

Payment Policy

  • All 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.
  • Multiple-session package offerings are solely at the discretion of the psychological wellness experts.
  • All purchases expire one year from the date of purchase.

Fee Information

  • The fee per session is dependent on the selected psychological wellness expert and is inclusive of service tax.

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.

Single Sessions - Reschedule, Cancellation, Cash Refund

The user has the flexibility to

  • Reschedule the session
  • Cancel the session
  • Claim a cash 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

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

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 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 session credit on the user’s InnerHour account. This session credit can be used within the validity period to book a session with the same expert
  • Take a cash refund back to the user’s original method of payment

All cash refunds will be processed within two 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 InnerHour account, 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

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 will be given a partial refund or a session refund to compensate for the lost session time. The compensation will be decided on how much session time is lost and is outlined in the table below.

Session Time Lost Session Credit provided to User
Less than 33% of Session Time No refund
33% – 66% of Session Time Cash refund of 50% of Session Fee
Greater than or equal to 66% of session time 100% Session Credit* (can be redeemed for 100% session fee)

* The user will receive a session credit on their InnerHour account. This session credit can be used within the validity period to:

  • Book a session with the same expert
  • Claim a cash refund for this session credit at a later date

Multi-Session Packages – Reschedule, Cancellation, Cash Refund

For multi-session packages and sessions booked through the packages, InnerHour provides the user with the flexibility to:

  • Reschedule individual session bookings
  • Cancel individual session bookings
  • Cancel and claim a cash refund on the package

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:

Intimation of Session Reschedule Session status provided to the User
At least 24 hours in advance of the scheduled session Same session can be rescheduled at no additional cost
Within 24 hours of the scheduled session Needs to be booked as a new session from the package

Session Cancellation

Cancellation by The User

If the user wishes to cancel the session booking, the session refund provided to the user will be decided 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 credit*
Within 24 hours of the scheduled session No Session Refund

*This session is credited back to the user’s InnerHour account and is then treated as an unutilised session within their current package and can be booked as a new session (within the validity period of the package). This session refund will be considered as an unutilised session for the purpose of a package refund.

Cancellation By InnerHour Expert

If the session is cancelled by the InnerHour expert, regardless of the time of cancellation, this session is credited back to the user’s InnerHour account and is then treated as an unutilised session within their current package. This session credit can be used to book a new session (within the validity period of the package). This session credit will be considered as an unutilised session for the purpose of a package refund.

Session Delayed/Technical Issues

If, due to an unforeseeable reason, a booked session is not completed in its entirety by the InnerHour expert, the user will be given a partial cash refund to the payment method or a full session refund to compensate for the user’s lost session time. The compensation will depend on how much session time is lost and is outlined in the table below:

Session Time Lost Session Credit provided to User
0 – 33% of Session Time No refund
33% – 66% of Session Time 50% of Session Fee as Cash
Greater than 66% of session time 100% Session Refund as Session Credit*

* This session is credited back to the user’s InnerHour account and is then treated as an unutilised session within their current package. This session credit can be used to book a new session (within the validity period of the package). This session refund will be considered as an unutilised session for the purpose of a package refund.

Package Refund

For sessions booked from a multi-session package, the 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.

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.

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

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 2 days. Please note that, depending on the bank, it might take longer for the amount to reflect in the user’s account.

This service does not provide medical advice and does not cater to any medical or psychiatric emergencies. If you are in a life threatening situation, please do NOT use this site. If you are feeling suicidal we recommend you call a suicide prevention helpline or go to your nearest hospital.


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