Refund & Cancellation Policy

1. No Refund Policy

All payments made for counseling services at MV Counsellor are non-refundable.

This policy applies to:

• Individual counseling sessions
• Multi-session packages (Basic, Pro, Enterprise)
• Online and offline consultations
• Specialized therapy programs
• Family and relationship counseling
• Addiction recovery programs

2. Why We Have a No Refund Policy

Our no refund policy exists for the following reasons:

• Time Commitment: Once you book an appointment, our counselors allocate exclusive time for your session and prepare personalized treatment plans.
• Professional Expertise: Our services involve professional consultation, assessment, and customized therapeutic approaches that cannot be "returned."
• Resource Allocation: Booking a session prevents other clients from accessing that time slot, resulting in lost opportunity.
• Nature of Service: Mental health counseling is an intangible service that is "consumed" upon delivery and cannot be refunded like physical products.

3. Cancellation Policy

3.1 Advance Cancellations

If you need to cancel your appointment:

• 48+ Hours Notice: You may reschedule to another available time slot (one-time courtesy rescheduling allowed)
• 24-48 Hours Notice: Rescheduling may be considered based on counselor availability, but no refund will be issued
• Less than 24 Hours: No rescheduling or refund; full session fee applies

3.2 No-Show Policy

• If you miss your scheduled appointment without prior notice, the full session fee will be charged
• No refund or rescheduling will be provided for no-shows
• Repeated no-shows may result in suspension of services

3.3 Late Arrival

• If you arrive more than 15 minutes late, the session may be shortened or cancelled at the counselor's discretion
• Full payment will still be required
• No refund or extension will be provided

4. Package Services

4.1 Multi-Session Packages

• All package purchases are final and non-refundable
• Unused sessions cannot be refunded, even if the package expires
• Packages are non-transferable to other individuals

4.2 Package Validity

• Basic Package (1 session): Valid for 30 days from purchase
• Pro Package (3 sessions): Valid for 90 days from purchase
• Enterprise Package (5 sessions): Valid for 180 days from purchase
• Extensions are not available; expired packages cannot be refunded

5. Exceptional Circumstances

While our policy is strictly no refund, we understand that emergencies happen. In the following exceptional cases, we may offer one-time rescheduling (not a refund):

5.1 Medical Emergencies

• Hospitalization or serious illness (requires medical documentation)
• Must provide doctor's certificate or hospital admission proof within 48 hours
• One complimentary rescheduling allowed

5.2 Death in Immediate Family

• Death of spouse, parent, child, or sibling
• Requires death certificate or obituary
• Session can be rescheduled or credited toward future service

5.3 Natural Disasters or Emergencies

• Severe weather, natural disasters, or government-imposed restrictions
• Public transportation strikes or major roadblocks
• Documentation may be required

5.4 Technical Issues (Online Sessions Only)

• If session cannot proceed due to our platform failure, you may reschedule at no charge
• Client-side technical issues (internet, device problems) do not qualify for rescheduling

Important: Even in exceptional circumstances, no monetary refunds will be issued. Only rescheduling or service credits are available.

6. Non-Refundable Situations

Refunds or rescheduling will not be provided for:

• Change of mind after booking
• Dissatisfaction with counseling outcomes (results vary by individual commitment)
• Personal scheduling conflicts, work commitments, or travel plans
• Incompatibility with counselor (we can refer you to another professional)
• Lack of perceived progress (therapy requires time and active participation)
• Financial constraints or inability to continue treatment
• Feeling "uncomfortable" or "nervous" about attending sessions

7. How to Cancel or Reschedule

To request a cancellation or rescheduling, contact us immediately:

• Phone: +91 8295417017
• Email: Info@mvcounsellor.com
• Website: Use our contact form at www.mvcounsellor.com

Required Information:

• Full name and contact details
• Appointment date and time
• Reason for cancellation/rescheduling
• Supporting documents (if applicable)

8. Service Credits

In lieu of refunds, we may offer service credits in exceptional circumstances:

• Credits can be applied toward future counseling sessions
• Credits are valid for 6 months from issue date
• Credits are non-transferable and cannot be redeemed for cash
• Expired credits cannot be reinstated

9. Payment Terms

• Payment must be made in full before the scheduled session
• We accept UPI, credit/debit cards, net banking, and cash
• Payment gateway fees (2-3%) are non-refundable
• All prices are in Indian Rupees (INR)

10. Client Responsibilities

By booking our services, you agree to:

• Arrive on time for scheduled appointments
• Provide accurate contact information
• Notify us of cancellations as early as possible
• Understand that counseling requires active participation and time
• Accept that results vary based on individual commitment

11. Disputes and Grievances

If you have concerns about this policy or wish to file a complaint:

• Contact us at Info@mvcounsellor.com with detailed information
• We will review your case within 3-5 business days
• Our decision on refund/rescheduling matters is final

12. Changes to This Policy

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of our services constitutes acceptance of any changes.

13. Contact Information

For questions or concerns about this policy, please contact us: