Refund Policy

You can cancel any confirmed session, any time before it starts. Once you've paid, cancelling does not issue a refund — the session fee is retained and split the same way it would be for a completed session: your Psychologist is paid their standard 60% share and Innerly retains its 40% platform commission (see the Payout Policy for details). This keeps things simple and ensures your Psychologist is never left unpaid for a slot they held for you.

• Your Psychologist can't make the session — they submit a reschedule request and our support team cancels it instead of finding a new time — or fails to join within 10 minutes of the scheduled start time (a "no-show"): you get a true 100% refund, no fee deducted — you did nothing wrong. Psychologists have no self-service cancellation option of their own.
• A technical issue on Innerly's side (e.g. video room fails to connect, payment double-charged) prevents the session from taking place: true 100% refund, no fee deducted.
• The Psychologist is found to be unverified or in breach of our onboarding standards after a session you have already paid for: true 100% refund, no fee deducted.

• You cancel a paid session yourself, at any point before it starts, or are a no-show. The session fee is split the same way it would be for a completed session — see above.
• You attended the session but were dissatisfied with the clinical content. Therapy outcomes are inherently variable; please raise concerns directly with your Psychologist or request a different match for future sessions.
• You miss the session because of a connectivity issue on your side and did not notify the Psychologist or Innerly support before the start time.

If a session falls outside the rules above but you believe a refund is warranted (for example, a significant clinical breach or a verifiable platform fault), write to support@themindsathi.in within 7 days of the session. Our care team reviews each case individually and may approve a goodwill refund or session credit.

1. Go to Dashboard → Sessions and open the relevant session.
2. Click Cancel session, then select a reason. You'll see upfront whether the cancellation is refund-eligible before you confirm.
3. Eligible refunds (Psychologist cancel/no-show, or an Innerly platform fault) are initiated automatically. For goodwill cases, our team replies within 2 business days.

• Refunds are credited to the original payment method via Razorpay.
• UPI / wallets: typically within 1–3 business days.
• Credit / debit cards: typically within 5–7 business days (depending on your issuing bank).
• Net banking: typically within 3–5 business days.
• You will receive an email and SMS confirmation when the refund is initiated, and again once Razorpay confirms it is settled.

Discount value from promo codes (e.g. INNERLY20) is not refunded. Only the actual amount paid in cash is returned. Session credits, if any, are returned to your wallet and remain valid for 6 months.

GST charged on a refunded session is refunded along with the session amount. Invoices are auto-revised and emailed to you.