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Cancellation and Refund Policy

APPOINTMENTS:

Bookings are made 1 day before the appointment is to be scheduled. We only take bookings in advance and do not take walk-in appointments. Appointments can be booked via our website or by calling the center. Bookings are confirmed after the payment for the appointment is made.

Kindly show up for your sessions 5-10 mins earlier; this helps us maintain the schedule smoothly.

PAYMENT:

Clients must pay the applicable charges for our services prior to receiving the services. Please note that these charges are subject to change.

Extra Charges 

If a session exceeds 50 minutes (+10 minutes non-chargeable), extra charges will apply based on exceeding time: 15 Minutes = ₹300 ; 30 Minutes = ₹600

Above 30 minutes, the full charge of a new session will be applicable.

CANCELLATIONS:

  • Cancellations made 24 hours or more prior to the scheduled appointment are eligible for a full refund or session credit.
  • Cancellations made between 24 to 4 hours prior to the appointment are eligible for a 50% refund.
  • Cancellations made less than 4 hours before the session, or failure to attend within 30 minutes of the scheduled time, will be considered a no-show and are non-refundable.
  • Sessions booked under Counselling Packages are non-refundable, regardless of the time of cancellation.
  • Cancellations made by the Center due to unforeseen circumstances are fully refundable or may be rescheduled without any additional charge.
 

We do not currently accept any insurance for completed sessions, cancellations and/or any payments at Twashtri. Should you wish to receive an invoice for payment for availing Mental Health Counselling, kindly reach out to us via email- twashtricenter@gmail.com or call us at +917204971076.

RESCHEDULING: 

  • Rescheduling made 24 hours or more in advance is free of charge.
  • Rescheduling must be done at least 2 hours prior to the session.
  • Same-day rescheduling (up to 2 hours before the session) is allowed subject to therapist availability, and an additional fee will apply.
  • Rescheduling requests made less than 2 hours before the session will be treated as cancellations without refund.
  • Clients may reschedule a session up to two times per booking, post which it will be considered cancelled, without refund.
  • All rescheduled sessions must be completed within 30 days of the original appointment.
  • In case of therapist-initiated changes, clients will be offered free rescheduling or a full refund. 
 

LATE ARRIVAL POLICY: 

  • Clients arriving up to 10 minutes late will receive the full session duration as originally scheduled.
  • Clients arriving 10 to 15 minutes late may have their session shortened at the therapist’s discretion.
  • Clients arriving 15 to 30 minutes late will only receive the remaining session time, and the full session fee will apply.

  • Clients arriving more than 30 minutes late will be marked as a no-show, and the session will be charged in full, with no refund.

Special Considerations
 
Crisis Situations:
  • In the event of a medical emergency, clients are eligible for a full refund upon submission of valid documentation.
  • If the therapist recommends cancellation due to clinical or therapeutic reasons, a full refund will be provided.
 
Therapist-Initiated Changes:
  • If the therapist cancels a session, clients are eligible for a full refund or may reschedule the session at no additional cost.
  • In the case of long-term or indefinite therapist unavailability, an alternative therapist may be assigned, subject to availability. This applies to both new and ongoing clients.
 
Payment & Refund Processing:
  • Refunds, where applicable, will be processed within 5–7 business days.
  • Session credits, if opted for in place of a refund, will be applied to the client’s account immediately and can be used for future bookings.
 

REFUNDS (if applicable)

  • Full refunds are applicable if the client cancels the session at least 24 hours prior to the scheduled appointment.
  • Partial refunds (50%) are applicable for cancellations made between 24 to 4 hours prior to the session.
  • No refunds will be issued for cancellations made less than 4 hours before the session or for no-shows (including arrivals delayed by more than 30 minutes).
  • Sessions booked under Counselling Packages are non-refundable, regardless of the time of cancellation.
  • Refunds for cancellations by the therapist or Center (due to unforeseen reasons) will be issued in full, or the session may be rescheduled at no additional cost in consultation with the client.
  • In case of a medical emergency, clients may request a full refund upon submission of appropriate documentation.
  • If a session is cancelled upon the therapist’s recommendation, a full refund will be provided.
 

Client Responsibilities:

  • Clients are requested to inform Twashtri promptly if they anticipate being late for a session.
  • Please provide an estimated time of arrival to help us accommodate accordingly.
  • For urgent updates or delays, clients may reach out via WhatsApp or call for quicker communication.
  • It is advisable to plan for buffer time, to account for potential delays due to traffic, weather, or other unforeseen circumstances.
  • In the event of any concerns or grievances, we encourage clients to initiate communication with us directly via email at twashtricenter@gmail.com or by phone at +91 72049 71076, so that we may address the matter with care and clarity.
 

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, 

  • First check your bank account again,
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.
  • If you have done all of this and still have not received your refund yet, please contact us at [twashtricenter@gmail.com].