Refund & Cancellation Policy
Our goal is to keep things predictable, fair, and patient‑first while respecting provider time. This page explains how cancellations, reschedules, and refunds work across TheraTreat services.
Standard Sessions
24h full refund window
Provider No‑Show
Always protected
Processing Time
Speed & transparency
Late / No‑Show
Fair use policy
Session Cancellation Windows
Applies to video, audio, in‑clinic, and home visit sessions unless a provider publishes a stricter policy.
| When You Cancel | Refund | Credit Option | Notes |
|---|---|---|---|
| ≥ 24h before | 100% | Yes (full session credit) | Instant cancellation, slot released |
| 12–24h before | 50% | Yes (75% credit) | Provider prep partially incurred |
| 2–12h before | 25% | Yes (50% credit) | Short‑notice impact |
| < 2h / No‑show | 0% | No | Session deemed consumed |
| Provider cancels / no‑show | 100% | Or free reschedule | We monitor provider reliability |
Other Purchases
TheraLearn (Courses)
Self‑paced or cohort learning
- Refund within 7 days if < 25% content consumed.
- No refund after certificate issued or > 50% progress.
- Instructor revenue share adjustments on refund.
TheraStore (Physical / Kits)
Devices, worksheets, wellness kits
- Return request within 7 days of delivery.
- Unopened / hygienic items must be sealed.
- Shipping & gateway fees non‑refundable unless defective.
- Defective items replaced or refunded 100%.
How to Request a Refund
- Go to Dashboard → Bookings → select the session and click Request Refund or Cancel.
- Choose a reason (optional screenshot / notes for provider).
- Submit. We confirm instantly; funds move after provider validation if required.
- Track status in Refunds tab: Pending → Approved → Settled.
If payment was made via wallet credit, refund posts instantly back to your balance.
Frequently Asked Questions
This policy may evolve to maintain fairness and regulatory compliance. Last updated Oct 25, 2025.
Need help? Email support@theratreat.health or use in‑app chat with subject “Refund Help”.
Severe concerns about safety or misconduct should be escalated immediately via the Safety form (available in session view) — refund workflows do not replace emergency channels.