Refund Policy
Effective Date: June 29, 2025
Last Updated: June 29, 2025
At Healing Hugs Psychological Solutions (Pvt) Ltd, we are committed to transparency, fairness, and accountability in all financial transactions related to our online psychological counselling services. This Refund Policy outlines when refunds are applicable and how they are processed.
1. Payment Processing
All payments are processed through secure third-party Payment Gateways.
By making a payment on our platform, you acknowledge that:
- The transaction is subject to our [Terms & Conditions] and the policies of the selected payment provider.
- Healing Hugs Therapy does not store or process your card information directly.
- We are not responsible for delays, failures, or duplicate charges caused by the Payment Gateway.
- Refunds due to gateway errors must follow the respective provider’s terms and timelines.
2. Refund Eligibility
a. Counselor or Platform-Initiated Cancellations
Full refunds will be issued if a confirmed session is canceled due to:
- Technical failures on our end (e.g., platform outages, video session errors)
- Counselor unavailability (e.g., illness, emergency, scheduling conflicts)
You will receive either:
- A full refund to the original payment method, or
- A full-value coupon code for future use (upon request)
b. Client-Initiated Cancellations
Clients who cancel sessions will not receive a monetary refund, but will receive:
- A non-transferable coupon code equal to the full value of the cancelled session
- The coupon can be used for rescheduling a session at no extra cost
- The coupon will expire after 90 days
📌 Note: You must cancel at least 24 hours in advance to receive the rescheduling coupon.
3. Refund Method & Timeframe
If a refund is approved:
- It will be returned to the original payment method
- Refunds typically take 7–14 business days, depending on the payment gateway
4. Non-Refundable Items
No refunds will be issued for:
- Missed sessions without prior notice
- Late arrivals or incomplete attendance by the client
- Expired coupon codes
- Administrative or third-party fees outside our control
5. Contact Us
For questions regarding this Refund Policy, please contact:
Healing Hugs Psychological Solutions (Pvt) Ltd
📧 Email: info@healinghugstherapy.com
🌐 Website: www.healinghugstherapy.com
📱 WhatsApp: +94 70 250 8020