Reschedule & Cancellation Policy

• You can reschedule a session free of charge up to 8 hours before the scheduled start time, to any other available slot with the same Psychologist within the next 60 days.
• Reschedules made less than 8 hours before the start time are not permitted — see the Refund Policy for your cancellation options instead.
• Each booking can be rescheduled once. After that you'll need to cancel and re-book.

• You can cancel a confirmed session any time before it starts.
• Once you've paid, cancelling does not issue a refund. The session fee is split the same way it would be for a completed session — see the Refund Policy for details.

We hold our Psychologists to a higher bar because your time is precious and last-minute changes erode trust.

• Psychologists have no self-service reschedule or cancellation option. If a Psychologist can't make a session, they submit a reschedule request — with a required explanation — to our support team from their dashboard. They never pick or force a replacement time themselves, and never cancel a session directly.
• A Psychologist may submit a reschedule request for a given session once. Our support team then either moves the session to a new time or cancels it — if it's cancelled because the Psychologist is unavailable, the client receives a full refund.
• Once a request is submitted, the session stays visible in the client's Upcoming Sessions at its original date and time, marked with a "Reschedule Requested" badge, until our support team reaches out to the client personally with next steps.
• A Psychologist no-show (failing to join within 10 minutes of the scheduled start) results in a full refund and a complimentary session credit for the client, paid for by Innerly out of the platform fee.
• Repeated late cancellations or no-shows (3+ in a rolling 30 days) lead to a profile pause and a review with our care team, which may end in delisting.

• If you join late, your Psychologist will wait up to 15 minutes. The session ends at its originally scheduled end time, even if it means a shorter session.
• If your Psychologist joins late, the missing time will be added to the session (subject to your availability), or you may end the session and receive a proportional refund.

For events beyond reasonable control (natural disasters, prolonged ISP outages in the user's region, sudden medical emergencies, civic curfews), Innerly may waive the standard windows on a case-by-case basis. Reach support@themindsathi.in with supporting context and we will work with both sides in good faith.

Clients:

1. Open Dashboard → Sessions.
2. Find the relevant session and click Reschedule or Cancel.
3. Pick a new slot (for reschedules) or confirm cancellation. You and your Psychologist will both receive an email and SMS confirmation immediately.

Psychologists:

1. Open Dashboard → Sessions and click Request Reschedule on the session.
2. Explain why you need to reschedule — this is required — and submit. This sends a request straight to our support team; the client sees your explanation too.
3. The session stays on the schedule at its original time, labelled "Reschedule Requested," until our team reschedules it or cancels it (with a full client refund) and confirms the outcome to both sides by email.