Cancellation and Refund Policy

A. Cancellation Timeline

You may cancel an appointment based on the following timeline:

• More than 24 hours before session: Full refund or credit to wallet (100%)
• 12 to 24 hours before session: 75% refund or credit to wallet
• Less than 12 hours before session: 25% refund or credit to wallet
• Within 2 hours of scheduled session start time: Non-refundable (0% refund)

B. How to Cancel

To cancel an appointment:

• Log into your Connect Therapies account
• Navigate to "My Appointments" or "Bookings"
• Select the appointment you wish to cancel
• Click "Cancel Appointment" and confirm
• Receive confirmation email with refund status

Cancellations submitted via email or support tickets will follow the same timeline rules.

C. Refund Processing

• Refunds will be issued within 5–7 business days to your original payment method
• For wallet credits, the amount is immediately credited and can be used for future bookings

A. Circumstances

We may cancel or reschedule scheduled appointments in the following cases:

• clinician unavailability due to medical emergency or urgent circumstances
• platform technical failure or service disruption lasting more than 15 minutes
• public holidays or declared emergencies affecting service delivery
• insufficient appointment notice leading to cancellation

B. User Compensation

If Connect Therapies cancels an appointment:

• 100% refund or full subscription credit issued within 24 hours
• rescheduling assistance offered at no additional cost
• if rescheduling is not possible, full refund issued

A. Definition

A "no-show" occurs when a user does not join the scheduled appointment within 15 minutes of the session start time and does not cancel in advance.

B. Consequences

• First no-show: Warning issued; appointment charged in full; 50% credit offered toward next appointment
• Second no-show within 90 days: 50% refund issued; booking privileges may be suspended for 7 days
• Third no-show within 90 days: Full charge retained; booking privileges suspended for 30 days; account review recommended

C. Exception Handling

No-show penalties may be waived in cases of:

• genuine medical emergencies (evidence may be requested)
• documented internet/technology failure on user side (with reasonable proof)
• family emergencies or unexpected hardship (case-by-case evaluation)
• accessibility or communication barriers that prevented session attendance

Exception requests must be submitted within 48 hours of the no-show by contacting support at ct.support@theranexa.co.in

A. Rescheduling Process

Users may reschedule appointments:

• via the mobile app or website in "My Appointments"
• by contacting support at ct.support@theranexa.co.in
• subject to clinician and time-slot availability

B. Rescheduling Timeline

• 12 or more hours before original session: Reschedule to any available time at no additional cost
• Less than 12 hours before session: Rescheduling charges may apply (typically 10–20% of session cost); contact support for details

C. Cancellation vs. Rescheduling

Rescheduling is treated as a cancellation if you do not reschedule within 7 days; the full refund/credit timeline applies.

A. Non-Refundable Packages

Certain promotional or heavily discounted packages may be marked as "non-refundable" at the time of purchase. These include:

• promotional introductory offers
• group packages purchased at special rates
• loyalty or loyalty-tier packages

B. Refundable Packages

Standard packages and monthly subscriptions are refundable according to this policy:

• Monthly subscriptions: Refund issued for unused portion if cancelled within 48 hours of purchase; after 48 hours, no refund but subscription credit offered
• Quarterly/annual packages: 50% refund if cancelled within 15 days of purchase; after 15 days, subscription credit offered for unused sessions

C. Unused Sessions

Unused sessions in a prepaid package expire 12 months from the date of purchase unless otherwise stated at purchase. Expired sessions are non-refundable.

A. Original Payment Method

Refunds are issued to the original payment method (credit card, debit card, digital wallet) used at booking.

B. Digital Wallet

If you paid using a Connect Therapies digital wallet, wallet credit is instantly credited upon cancellation and may be used for future bookings without expiration restrictions.

C. Payment Gateway Refunds

Refunds routed through Razorpay or other payment processors may take 5–7 business days depending on your bank's processing time.

D. Refund Status Tracking

You can track refund status in:

• Account → Transaction History
• Email confirmation sent upon refund initiation

A. Wallet Balance

Wallet credits accumulated through refunds or promotional offers do not expire and can be used indefinitely for future bookings.

B. Withdrawal

Wallet credits generally cannot be withdrawn as cash, except where regulated by consumer protection law.

C. Account Closure

Upon account closure or deletion, remaining wallet balance is forfeited unless otherwise required by law.

A. Medical Hardship

If you experience medical hardship (sudden serious illness, hospitalisation, family emergency) and must cancel:

• you may request an exception by emailing ct.support@theranexa.co.in within 48 hours with documentation
• case-by-case evaluation will determine refund or credit eligibility
• valid documentation (medical certificate, hospitalisation proof) may be required

B. Technical Issues

If you experience technical issues (app crashes, payment failures, connectivity problems) that prevent appointment attendance:

• document the issue with screenshots, error messages, or timestamps
• contact support immediately at ct.support@theranexa.co.in
• we will investigate and issue refund or credit if technical fault is confirmed

C. Clinician Unavailability

If your assigned clinician becomes unavailable and rescheduling is not possible:

• 100% refund issued within 24 hours
• alternative clinician offered if you prefer to continue

A. Refund Disputes

If you dispute a refund decision or believe an error has occurred:

• Contact support at ct.support@theranexa.co.in within 15 days
• Provide booking reference, transaction ID, and reason for dispute
• We will investigate and respond within 10 business days
• If unresolved, escalate to Grievance Officer: ct.support@theranexa.co.in

B. Consumer Protection Act

This policy is subject to applicable provisions of the Consumer Protection Act, 2019. If any term is found to be unfair or unconscionable, it may be modified or waived by consumer protection authorities.

We may update this Cancellation and Refund Policy at any time. Changes take effect upon posting to the platform. Continued use of the platform constitutes acceptance of updated terms.

For cancellations, refund inquiries, rescheduling assistance, or exception requests:

Thera Nexa Private Limited

Email: ct.support@theranexa.co.in

Support Hours: 9:00 AM – 6:00 PM IST, Monday–Friday

Emergency Support: Available through the platform 24/7

Grievance Officer: ct.support@theranexa.co.in