At Lyfsmile, we are committed to providing supportive, ethical, and high-quality mental health services. We understand that there may be times when you need to request cancellations, changes, or refunds. Our policy is designed to be transparent and fair to both clients and therapists.
1. Initial Consultation Fee
If you book an initial consultation or request us to assign a therapist and wish to cancel within 24 hours, you are eligible for a full refund. Refund requests made after 24 hours will be processed within 14 working days.
2. Therapy Packages
If a therapy package has not started, it is fully refundable.
Once the therapy package has started, it becomes non-refundable, regardless of how many sessions have been completed.
We encourage you to make the payment only when you feel ready to begin your healing journey.
3. Unsatisfactory Services
For Packages:
If you are not satisfied with your current therapist during an ongoing package, we will help you switch to a new therapist.
You will also receive one complimentary session, offered one time only.
No further complimentary sessions or refunds will be provided.
For Single Sessions:
If you are unsatisfied with a single session, no refund will be provided.
However, for future sessions, you may request a change of therapist.
Your therapeutic comfort is important to us, and we will do our best to support you.
4. Emergency Situations
If an emergency or unforeseen circumstance prevents you from attending your session, please inform our support team as soon as possible. We will allow a one-time complimentary reschedule.
5. Technical Issues
If technical issues from our side prevent a session from taking place, we will either:
Reschedule the session, or
Refund the remaining session minutes.
We will always try to resolve the issue promptly before taking further steps.
6. Client Unavailability
If you cannot attend your scheduled session:
Inform us at least 24 hours before the session to reschedule once without any charge.
If you inform us between 24 hours and 12 hours, the session can be rescheduled one time, but no refund will be provided.
If you inform us less than 12 hours before the session or do not join the session, it will be marked as consumed, and no refund or reschedule will be offered.
Therapists reserve the right to mark the session as completed in such cases.
7. Policy Updates
This policy may be updated from time to time without prior notice. We encourage you to review it periodically.
8. Cancellation Policy
You may cancel your session at least 24 hours before the scheduled time and reschedule it once. Cancellations made under 24 hours will be charged the full session fee and follow the unavailability guidelines above.
9. How to Request a Refund
To request a refund, please email us at [email protected] with:
Your full name
Date and time of the scheduled session
Reason for requesting a refund
Please allow up to 14 working days for the refund to be processed.
Refund decisions are at the discretion of Lyfsmile. In some instances, individual therapists may have additional terms. Please refer to your therapist‘s specific guidelines if applicable.
By using our services, you agree to the terms of this Refund & Cancellation Policy. For any concerns or questions, you can always reach us at [email protected]. We are here to help you at every step of your healing journey.
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