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Refund Policy

Refund Policy and Cancellation Policy at Lyfsmile: Where Healing Begins

At Lyfsmile, we strive to provide high-quality and effective mental health counseling and therapy services to our users. We understand that there may be instances where a refund is requested. Please take a moment to review our refund policy below:

1. Initial Consultation Fee:

If you've booked an initial consultation with a therapist and we are unable to assign you a therapist within 2 days and wish to cancel it, you can get a full refund, and no therapy will be given if you request a refund. Refund requests made more than 24 hours before the scheduled consultation may be eligible for a refund.

2. Therapy Sessions:

For individual therapy sessions: NO refund requests will be taken for the packages bought. Kindly make the payment ONLY if you are sure that you wish to heal. In cases of emergencies or unforeseen circumstances that prevent a user from attending a scheduled session, we encourage you to contact our support team as soon as possible. We shall allow you to re-schedule the session once.

3. Emergency Situations:

In cases of emergencies or unforeseen circumstances that prevent a user from attending a scheduled session, we encourage you to contact our support team as soon as possible. We shall allow you to reschedule the session once.

4. Technical Issues:

If technical issues arising from our platform prevent a user from accessing a session, we will make every effort to resolve the issue promptly. If the issue cannot be resolved within a reasonable timeframe and the session is unable to take place, we shall assign you another therapist to redeem your session minutes.

5. Unsatisfactory Services:

If you're unsatisfied with the quality of the counseling or therapy services provided, no refund will be given in this scenario. You need to re-opt for the packages, and we will consider changing your previous therapist and providing you with a new therapist. However, you will have to repay for the new package.

6. Unavailability:

If you are not present at the assigned time, you must inform the therapist at least 24 hours before the booked slot; failing to do so will cancel your 60 minutes.

The therapist holds the choice to change your appointment time and slot if they feel like it. No complaints will be taken into consideration for that.

7. Changes to the Policy:

This policy is subject to change without prior notice. Please review the policy periodically for updates.

8. Cancellation Policy:

a) Session Cancellation:
You can cancel a scheduled session by notifying us at least 24 hours before the session's start time, and you are allowed to reschedule once. Cancellations made less than 24 hours before the session will be subject to the full session fee.

How to Request a Refund:

To request a refund, please contact our customer support team at customersupport@lyfsmile.com. Please include the following information in your refund request:

  • Your full name
  • Date and time of the scheduled session
  • Reason for requesting a refund

Please allow up to 14 Days for us to process your refund request.

Note: All refund decisions will be made at the discretion of Lyfsmile. Refund policies may vary based on the specific therapist or counselor you're working with. Please refer to their individual terms and conditions as well.

By using our services, you agree to abide by the terms of this refund policy. This policy is subject to change without prior notice. Please review the policy periodically for any updates.

If you have any questions or concerns about our refund policy, please don't hesitate to contact our customer support team at reach@lyfsmile.com.

By using our services, you agree to adhere to the terms outlined in this refund and cancellation policy. For any questions or concerns regarding this policy, please reach out to our customer support team at reach@lyfsmile.com.