Legal
Cancellation & Refund Policy
Draft. This is a working document pending review by legal counsel before launch. It is not yet a binding policy.
Sessions are paid for when you book, which is what holds the time for you. If plans change, this is exactly what happens. Most of it is automatic — you do not need to ask anyone.
Cancelling a session
| If… | You get back |
|---|---|
| You cancel more than 2 hours before the start | Everything. No charge at all. |
| You cancel within 2 hours of the start, or do not attend | Everything except a ₹50 late-cancellation fee, which goes to the clinician for the time they held. |
| Your clinician cancels, at any point | Everything. |
| Your clinician does not join within 10 minutes of the start | Everything. |
| The session cannot go ahead because of a fault on our side | Everything. |
You can cancel from the app or the website, up to the moment the session starts. The refund is triggered the moment you do — nobody reviews it.
If something went wrong with a session
If a session went ahead but something was wrong — you could not connect properly, it was cut short, or it was not what was described — you can request a refund from that appointment in the app.
The request goes to your clinician, who can approve or decline it. If they have not responded within 3 working days it is approved automatically. You will never be left waiting on a request nobody answers.
If you disagree with a decision, contact us at hello@askhelia.com and our team will review it.
How refunds are paid
Refunds go back to the method you paid with. Once approved, they usually reach your account within 5–7 working days, depending on your bank or card issuer. We do not offer cash refunds or transfers to a different account.
Free services
Assessments, guided self-help and your health records are free, so there is nothing to refund. This policy applies only to paid consultations.
Questions
Email hello@askhelia.com and we will get back to you. See also our pricing and terms of use.