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cancellation policy

This Cancellation Policy outlines the terms regarding session scheduling, skipping, rescheduling, and attendance for Services provided by Alohomora Therapy Private Limited (“maya”, “maya mental health”, “mayamentalhealth.com", “Company”, “firm”, “organisation”, “we”, “our”, “us”) via its Platform. This policy is an integral part of our User Agreement, encompassing the Terms and Conditions and Privacy Policy. By booking and paying for a session, the User (“User”, “client”, "customer", “you”, “your”) agrees to the terms set forth herein.

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1. definitions

​The terms “Company”, “User”, “Platform”, “Mental Health Practitioners” (“MHP”), and “Services” shall have the meanings ascribed to them on Terms & Conditions page.

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2. payment and refunds

  • Once a booking or appointment for any session (including Initial Assessments and regular therapy sessions) with an MHP or in-house psychologist/therapist is confirmed and paid for, no refund is available under any circumstances.

  • Users cannot cancel a session once it has been booked and paid for. Specific rules for skipping or rescheduling regular therapy sessions are detailed below (Sections 6 and 7). See Section 4 for rules regarding Initial Assessments.

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3. Session Scheduling (Regular Therapy)

  • Following the Initial Assessment, regular ongoing therapy sessions typically run on a weekly basis, with a fixed time slot allocated to the User upon booking and payment.

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4. Initial Assessment Sessions

  • This Cancellation Policy primarily governs ongoing therapy sessions conducted by MHPs following an initial assessment.

  • Specific, stricter terms apply to the mandatory "Initial Assessment" session required for new Users or Users returning after a significant break. These assessments are typically conducted by an in-house psychologist or designated therapist.

  • Once an Initial Assessment session is booked and paid for, it cannot be skipped or rescheduled by the User. The provisions outlined in Section 6 (Skipping a Session) and Section 7 (Rescheduling a Session) of this policy do not apply to Initial Assessment sessions.

  • If a User fails to attend their scheduled Initial Assessment session for any reason, or wishes to change the time after booking, the session is considered forfeited. The User must book and pay for a new Initial Assessment appointment.

  • No refunds will be provided for missed or forfeited Initial Assessment sessions.

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5. Communication for Scheduling Changes (Regular Therapy)

  • It is the User's responsibility to initiate any requests for skipping or rescheduling regular ongoing therapy sessions. (This does not apply to Initial Assessments).

  • All such requests must be communicated via email directly to the assigned MHP for the ongoing therapy.

  • The User must always CC hello@mayamentalhealth.com on all email communications related to skipping, rescheduling, or any other session scheduling queries for regular therapy sessions. The timestamp on the email received by the MHP (and CC'd to hello@mayamentalhealth.com) will be used to determine adherence to the timelines specified in this policy.

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6. Skipping a Session (Regular Therapy)

  • A User may choose to skip a scheduled regular ongoing therapy session.

  • To skip such a session without forfeiture, the User must email their request to the MHP (CC'ing hello@mayamentalhealth.com) at least 24 hours prior to the scheduled start time of the session.

  • If the request to skip is received adhering to the 24-hour notice period:

    • The session for that specific week is considered skipped.

    • The payment made for the skipped session will be automatically applied to the User's next scheduled session, typically occurring the following week at the same designated day and time. The User will not need to make an additional payment for that subsequent session.

  • If the email request to skip is received within 24 hours of the scheduled session start time, it will be treated as a 'No-Show' (see Section 8).

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7. Rescheduling a Session (Regular Therapy)

  • A User may request to reschedule a regular ongoing therapy session to a different time slot.

  • To be eligible for rescheduling, the User must email their request to the MHP (CC'ing hello@mayamentalhealth.com) at least 48 hours prior to the originally scheduled start time of the session.

  • Rescheduling allows the User to request an alternative session time slot within the same calendar week or before the usual weekly time slot in the following week (i.e., the rescheduled session must occur within 7 days of the original session's date and time).

  • Rescheduling is subject to the availability of the MHP. The Company cannot guarantee that a request to reschedule can be accommodated.

  • It is the User’s responsibility to coordinate with the MHP (via email, CC'ing hello@mayamentalhealth.com) to find a mutually suitable alternative time slot within the permitted rescheduling window.

  • If no suitable alternative time slot can be found, and the User communicated the rescheduling request adhering to the 48-hour notice period, the User may opt to skip the session instead, provided the communication to skip is also made at least 24 hours before the original session time (as per Section 6).

  • If the email request to reschedule is received within 48 hours of the scheduled session start time, the User has the following options:

    • Attend the session at the originally scheduled time.

    • Request to skip the session, provided the request is emailed at least 24 hours before the session start time (as per Section 6).

    • If neither of the above options is exercised or possible due to timelines, the session will be treated as a 'No-Show' (see Section 8).

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8. No-Shows (Regular Therapy)

  • A regular ongoing therapy session is considered a 'No-Show' if:

    • The User fails to join the online session link within 25 minutes of the scheduled start time.

    • The User emails a request to skip a session within 24 hours of the scheduled start time.

    • The User emails a request to reschedule within 48 hours of the scheduled start time and subsequently fails to attend the original session or arrange a skip/reschedule according to the policy timelines.

  • In the event of a 'No-Show' for a regular therapy session, the session is forfeited, and the payment made for that session will not be refunded or applied to future sessions. The User will need to make a new payment to schedule their next session.

  • MHP Procedure for Potential No-Shows:

    • If a User has not joined the session link 10 minutes after the scheduled start time, the MHP will attempt to contact the User via email to check if they intend to join.

    • The MHP will remain available on the session link for a total of 25 minutes from the scheduled start time.

    • If the User does not join within these 25 minutes, the MHP will leave the session link.

    • The MHP will then send a follow-up email to the User to check on their well-being and confirm the schedule for the next week's session at the usual time slot (subject to payment if the current session was a No-Show).

  • (Note: The 'No-Show' definition and procedure above apply to regular therapy sessions. Missed Initial Assessments are handled as per Section 4).

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9. Late Attendance (All Sessions)

  • Users are encouraged to join the session link a few minutes prior to the scheduled start time for both Initial Assessments and regular therapy sessions.

  • Sessions will begin promptly at the scheduled start time.

  • If a User joins the session late, but within the initial 25 minutes of the scheduled start time, the session will still conclude at the originally scheduled end time (typically 50 minutes after the scheduled start time). Session time will not be extended due to late arrival.

  • If a User joins the session link before the scheduled start time, the MHP/therapist will only commence the session at the designated start time.

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10. MHP/Therapist Cancellations or Reschedules (All Sessions)

  • While MHPs and in-house therapists strive to maintain all scheduled appointments, unforeseen circumstances such as illness or emergencies may necessitate the cancellation or rescheduling of any session (Initial Assessment or regular therapy) by the MHP/therapist.

  • In such cases, the MHP/therapist or a representative from maya will notify the User via email as soon as reasonably possible.

  • If an MHP/therapist cancels or needs to reschedule a session, the User will not be penalised. The payment made for that session will be automatically applied to the next scheduled session, or maya will work with the User and MHP/therapist to find a suitable alternative time slot at the earliest convenience, at no additional charge to the User.

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11. Force Majeure

  • Neither the User, the MHP/therapist, nor the Company shall be held liable for failure to attend or conduct a session due to circumstances beyond their reasonable control. Such circumstances may include, but are not limited to, natural disasters, acts of government, widespread internet or power outages, pandemics, or other significant disruptions.

  • In the event of such occurrences impacting a scheduled session, maya will communicate with the affected User(s) to discuss rescheduling options once circumstances permit.

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12. Changes to Policy

  • maya reserves the right to modify or amend this Cancellation Policy at any time without prior notice. Changes will be effective immediately upon posting on the Platform. Continued use of the Services after any such changes constitutes acceptance of the new policy.

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13. Governing Law and Jurisdiction

  • This Cancellation Policy is governed by Indian law. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the courts of New Delhi, India, as stipulated in the main Terms & Conditions.

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14. Contact Information

  • For any queries regarding this Cancellation Policy or scheduling for regular ongoing therapy sessions, please contact your MHP directly via email and ensure hello@mayamentalhealth.com is copied.

  • For queries specifically regarding this policy as it applies to them, please contact support@mayamentalhealth.com.

  • For general inquiries or grievance redressal, contact:

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