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 TherapyĀ does not store or processĀ your card information directly.
  • We areĀ not responsibleĀ for delays, failures, or duplicate charges caused by the Payment Gateway.
  • Refunds due to gateway errors must follow theĀ respective providerā€™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:

  • AĀ full refundĀ to the original payment method, or
  • AĀ full-value coupon codeĀ for future use (upon request)

b. Client-Initiated Cancellations

Clients who cancel sessions will not receive a monetary refund, but will receive:

  • AĀ non-transferable coupon codeĀ equal to the full value of the cancelled session
  • The coupon can be used forĀ reschedulingĀ a session at no extra cost
  • The coupon willĀ expire after 90 days

šŸ“Œ 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 theĀ original payment method
  • Refunds typically takeĀ 7ā€“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
šŸ“§ Email: info@healinghugstherapy.com
šŸŒ Website: www.healinghugstherapy.com
šŸ“± WhatsApp: +94 70 250 8020