Refund & Cancellation Policy
Effective date: 20 October 2026
Last updated: 20 October 2026
We know plans change. This policy explains how cancellations, rescheduling, and refunds work on HappenCare. It forms part of our Terms of Service.
All times refer to the scheduled start time of your session, in Indian Standard Time (IST). Your booking confirmation shows the session time in both IST and your local time.
1. If you cancel
| When you cancel | Refund |
|---|---|
| 24 hours or more before the session | 100% of the session fee |
| Less than 24 hours before the session | 50% of the session fee |
| You don't join the session (no-show) | No refund |
You can cancel from My Bookings in your account, or by emailing support@happencare.com with your booking ID. The cancellation time is the time we receive your request.
2. Rescheduling
- You can reschedule free of charge if you do so 24 hours or more before the session, subject to your Therapist's availability.
- Each booking can be rescheduled once. After that, you would need to cancel under Section 1 and make a new booking.
- A reschedule requested less than 24 hours before the session is treated as a late cancellation (50% refund), unless your Therapist agrees to move it.
3. Late arrival and no-shows
- If you join late, the session still ends at its scheduled time and the full fee applies.
- If you don't join within 15 minutes of the start time and haven't contacted us or your Therapist, the session is treated as a no-show and no refund is given.
- Emergencies: if you miss a session because of a genuine emergency (for example, a medical emergency or bereavement), please contact us. We will review each case individually and may offer a reschedule or refund at our discretion.
4. If your Therapist cancels or doesn't show up
If your Therapist cancels the session, or doesn't join within 10 minutes of the start time, you can choose either:
- a 100% refund, or
- a free reschedule with the same Therapist, or a session with another Therapist at the same or lower fee.
This applies however late the cancellation is. You are never out of pocket because a Therapist could not attend.
5. Technical problems
- Problem on our side or the Therapist's side (for example, the Platform, the session link, or the Therapist's connection fails, and the session can't take place or is cut short significantly): you get a free reschedule or a 100% refund, whichever you choose.
- Problem on your side (for example, your internet or device fails): please contact your Therapist or us as soon as possible. If the session can't continue, we will try to arrange a partial reschedule with your Therapist, but a refund is not guaranteed.
- Outages of third-party services such as Google Meet or the payment gateway: treated as a problem on our side.
6. Sessions ended early
6.1 Ended because of a Client's conduct. If a Therapist ends a session because a Client behaves abusively or threateningly, or otherwise breaches our Terms of Service, a refund is not normally given. You may still ask us to review the decision under Section 6.4.
6.2 Ended because of a Therapist's conduct. If you end a session because you believe your Therapist behaved unprofessionally, report it to support@happencare.com. We will investigate and, if your complaint is upheld, refund you in full.
6.3 Ended for safety reasons. Sometimes a Therapist ends a session because they judge that online therapy is not safe or appropriate for you, or that you need a different kind of care. This is a clinical decision, not a penalty. In that case you will receive a full refund or a free session with another Therapist, whichever you prefer.
6.4 Asking us to review. If you disagree with how a session that ended early was treated, email support@happencare.com within 7 days with your booking ID and what happened. We will ask your Therapist for their account, look at both sides, and tell you our decision and our reasons. We may offer a full refund, a partial refund, or a free session where it looks fair to do so — for example where a session ended in the first few minutes, where there was a genuine misunderstanding, or where the reason for ending it was not really the Client's conduct. If you remain unhappy, our Grievance Redressal process applies.
7. Dissatisfaction with a session
Therapy doesn't always feel right at first, and finding the right fit can take time. If you're unhappy with a session, please tell us. Refunds are not normally given for sessions that took place as booked, but we will review your concerns and can help you find a Therapist who suits you better.
8. How refunds are paid
- Refunds go back to your original payment method.
- We start processing approved refunds within 2 working days. The money usually reaches your account within 5–7 working days, though your bank may take longer.
- Refunds are made in the amount you paid. Session fees are currently exempt from GST, so there is no tax component to adjust. For international payments, the amount you receive back may differ slightly because of exchange rate changes or charges by your bank, which we don't control.
- If a refund hasn't arrived after 10 working days, please contact us with your booking ID.
9. Changes to fees or availability
If a Therapist leaves HappenCare or becomes unavailable for a session you've already booked, we will offer you a full refund or help you move the session to another Therapist.
10. Contact
For cancellations, refunds, or questions:
Email: support@happencare.com (please include your booking ID)
If you're not satisfied with how your refund request was handled, see our Grievance Redressal page.