Refund and Cancellation Policy

Payments

For Client:

  • All applicable payments should be made in advance, prior to availing Fitment services.
  • The user’s session booking(s) will not be confirmed till the payment is received by Fitment.
  • You will receive a booking confirmation email and WhatsApp message as soon as the payment is received.

Fees Per Session

  • For individual users, the fee per session is dependent on the selected expert. Each expert at our platform charges a unique fee suitable to their expertise and qualifications. The User is free to choose the therapist of their choice.

As an online mental healthcare services platform, Fitment strives to provide the user with the best possible service in order to ensure seamless experience and satisfaction. Keeping that in mind, Fitment’s cancellation and refund policy ensures the highest possible flexibility for the user.

Under certain conditions, the user has the flexibility to:

  1. Reschedule the session
  2. Cancel the session

Session Rescheduling:

For Client:

  • Clients may reschedule their sessions up to eight (8) hours before the scheduled start time without penalty.
  • The option to reschedule will be available in the confirmation email they will receive at the time of booking. They will need to “request reschedule” and the therapist will need to accept that request, and if and when accepted, the client will receive a link to pick another slot for the session.
  • If the client cancels the session within/less than eight (8) hours of the scheduled time, it will not be eligible for a refund and a penalty of 100% session fee will be imposed to compensate for the therapist’s time and effort.

For Expert:

  • Therapists may reschedule sessions up to eight (8) hours before the scheduled start time.
  • The option to reschedule will be available on their dashboard under “Bookings”. The reschedule process involves sending a brief message to the client explaining the cause of the reschedule (optional) and sending an automated link to the client to book an alternate slot from the current calendar availability. They will also have the option to propose a custom slot.
  • If a therapist reschedules within/less than eight (8) hours of the session time, the client can choose from the following two options a) pick another slot for the session using the link to reschedule at no additional cost; or b) email us at support@fitment.life with a screenshot of when the request to reschedule was received; if it is less than eight (8) hours from the session, the client will receive a full refund within 5-7 working days.

Cancellations:

For Client:

  • Cancellations made within/less than eight (8) hours of the session time will not be eligible for a refund, and the session will be considered missed.
  • The client will need to book a new session.

For Expert:

  • If a therapist cancels a session with less than eight (8) hours’ notice, the client will be offered the option to reschedule the session at no additional cost.
  • In case the client chooses not to reschedule, they can drop us an email at support@fitment.life requesting a refund, with a screenshot of when the request to reschedule was received; if it is less than eight (8) hours from the session, the client will receive a full refund within 5-7 working days.

No-Show:

For Client:

  • If the client does not show up for a scheduled session and does not provide a notice of at least eight (8) hours in advance, the session fee will not be refunded.
  • If the client does not join the session within 10 minutes of the scheduled start time, the session will be considered as a no-show and no refunds will be possible.

For Expert:

  • If a therapist does not show up for a scheduled session without providing notice of at least eight (8) hours in advance, the client will have the option to reschedule the session at no additional cost.

Exceptional Circumstances:

  • In exceptional circumstances, such as medical emergencies or unforeseen events, clients and therapists may contact our support team at support@fitment.life to discuss possible accommodations or exceptions to this standard policy.

Amendments

  • Life reserves the right to amend this Refund and Cancellation Policy at any time. Any changes will be posted on this page, and clients will be notified via email of any significant changes. Continued use of our services after such amendments will constitute acceptance of the new policy.

Acceptance of Terms

  • By booking a session through our platform, you acknowledge that you have read, understood, and agree to be bound by this Refund and Cancellation Policy.
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