At ePsyClinic we have a customer-centric straightforward appointment cancellation, refund and rebooking policy.
We have two main formats of providing services to you and our cancellation policy accordingly differ by formats chosen:
Where the customer immediately gets therapy and counselling session with chosen available therapist.
Where the customer books a therapist/counsellor for a later date and/or time.
No Cancellations/Rescheduling can be made as the process blocks the time of the therapist/counselor. After payment, the online therapy session can be availed by the user at chosen time.
Cancellation of appointment can be made at-least 12 hours prior to your appointment with the Therapist/Counselor. If you want to change the date/time, you just need to use reschedule option in the IWill App or else write to us at firstname.lastname@example.org or drop an email to your Therapist/Counselor. If you are unsure about the date/time for the appointment, please write to us at email@example.com . We will mark your appointment as ‘open”, which means you can book it anytime according to your convenience.
For package sessions, cancellation/rescheduling of appointment can be made at- least 48 hours before your appointment within the package. A time period of minimum 48 hrs is needed because in package sessions, our appointment system not just books the therapist/counselor for the next session but also blocks his/her availability for all the upcoming sessions with you.
For rescheduling, you just need to use reschedule option in the IWill App or else write to us at firstname.lastname@example.org or communicate with your Therapist/Counselor over email.
If you are unsure about the date/time for the appointment, please write to us at email@example.com . We will mark your appointment as ‘open”, which means you can book it anytime according to your convenience.
However, we urge you not to cancel your package sessions unless you absolutely need to. If you are unhappy with the therapist/counselor you are consulting, you can change the therapist or report the same to us at firstname.lastname@example.org . We will take necessary steps to ensure best therapy and help for you, which may include changing your therapist, however, dates and time may vary depending on the new therapist's/counselor's availability.
As Package therapy is an ongoing therapy process, therapists spend a lot of time pre-session to plan your therapies and your step by step treatment. Hence, full cancellation can disrupt the flow and quality of sessions and may negatively affect the positive outcome.
If you wish to cancel or change the date of one or more sessions within the package within 24 hrs, you can do this by emailing us at email@example.com with reason or sending message (SMS or WhatsApp, not calls) at +919650961465.
a) For disconnections occurring when less than 40% of therapy time is remaining, you are entitled to book for entire session. We offer a complete free therapy session for the same session time as customer's booked session.
b) If 40% of therapy session time was remaining, the user is entitled to book the same therapist for the remainder time instantly or for a later time considering therapist's next availability. If your session gets disconnected, you can drop us a message or email.
For disconnections occurring when 40% or more of therapy session time is remaining, the user is entitled to book the therapist for the remainder minutes instantly or for a later time considering therapist's next availability
In case of any clarification on our cancellation & refund policy, please email us at firstname.lastname@example.org with reason or sending message (SMS or WhatsApp) at at email@example.com with reason or sending message (SMS or WhatsApp) at +918750 29 4623 between 9am to 5pm, Monday to Friday.
Our policies are subject to change as we revise our policies from time to time and make sure that they are aligned with your definition of superior quality and friendly experience. If you have any suggestions or feedback on our policies, we will love to hear from you on the same. You can mail us at firstname.lastname@example.org In the mail subject, please mention the policy name you wish to send your suggestions for. Thank you.