Refund / Cancellation Policy
REFUND, CANCELLATION & RESCHEDULING POLICY
Last Updated: 11 September 2026
DhairyaDa Center for Psychological Well-being ("DhairyaDa", "we", "us" or "our") provides therapy and counselling services, career-counselling services, and DhairyaDa Institute for Psychological Studies ("DIPS") educational and training programmes.
This Policy explains the refund, cancellation and rescheduling rules applicable to these services.
The rules differ depending on the service purchased.
Nothing in this Policy limits any right or remedy that cannot legally be excluded under applicable law.
1. THERAPY AND COUNSELLING
A. REFUNDS
Refunds are not provided for therapy or counselling sessions that have already taken place.
For paid sessions that have not yet taken place, one of the following options may be available depending on the circumstances:
1. Rescheduling the eligible session.
2. Using the unused fees toward another service offered by DhairyaDa.
Where the client chooses to use the amount toward another DhairyaDa service, the amount must be used within 30 days.
3. A refund may be provided for therapy sessions that have not been conducted where:
- The psychologist provides an outside referral and therapy cannot continue with the relevant psychologist; or
- Therapy is paused and the relevant prepaid sessions are not conducted.
Any refund under this section applies only to eligible sessions that have not already taken place.
B. CANCELLATION
A client is permitted one on-time cancellation.
An on-time cancellation means that DhairyaDa is informed at least 24 hours before the scheduled session.
For the first eligible cancellation:
- The session may be rescheduled; and
- The applicable session fee will be carried forward.
After this permitted cancellation has been used, any subsequent cancellation may be treated as a completed session, even where notice is provided at least 24 hours before the scheduled session.
In such a case, the applicable session fee will not be carried forward.
A no-show is always treated as a completed session.
C. RESCHEDULING
One client-requested rescheduling is permitted for a genuine reason.
The request must be made at least 24 hours before the scheduled session.
For the first eligible rescheduling, the applicable session fee will be carried forward to the rescheduled session.
After the permitted rescheduling has been used, any subsequent client-requested rescheduling may be treated as a completed session and the applicable fee will not be carried forward.
If the therapist needs to reschedule a session, the client will be offered the next reasonably available slot.
No additional session fee will be charged because the therapist has rescheduled the session.
A no-show is always treated as a completed session.
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D. REFUND PROCESSING
Where a monetary refund is approved under this Policy, DhairyaDa will initiate the refund within 30 business days from the date of approval.
Refunds will ordinarily be processed to the original payment method used for the transaction, where technically possible. The time taken for the refunded amount to appear in the client's account may vary depending on the relevant bank, payment service provider or payment method.
Where a refund to the original payment method is not reasonably possible, DhairyaDa may contact the client to arrange an appropriate alternative method.
Where a monetary refund is approved under this Policy, DhairyaDa will initiate the refund within 30 business days from the date of approval.
Refunds will ordinarily be processed to the original payment method used for the transaction, where technically possible. The time taken for the refunded amount to appear in the client's account may vary depending on the relevant bank, payment service provider or payment method.
Where a refund to the original payment method is not reasonably possible, DhairyaDa may contact the client to arrange an appropriate alternative method.
2. CAREER COUNSELLING
A. REFUNDS
Refunds are not provided for career-counselling sessions that have already taken place.
Where paid career-counselling sessions have not yet taken place, the eligible unused fees may be used toward another service offered by DhairyaDa.
Where this option is used, the amount must be used toward the alternative DhairyaDa service within 30 days.
B. CANCELLATION
Cancellation of a career-counselling package may take place only after approval from the relevant Assessment Management team.
Approval of a package cancellation does not automatically create a right to a monetary refund.
Any amount eligible for transfer to another DhairyaDa service will be handled in accordance with the refund provisions stated above.
C. RESCHEDULING
One career-counselling session may be rescheduled for a genuine reason.
Clients should understand that rescheduling a career-counselling session may delay the overall counselling, assessment or reporting process.
3. DIPS COURSES AND PROGRAMMES
A. REFUNDS
Fees paid for DIPS courses or programmes are non-refundable, subject to any rights that cannot legally be excluded.
B. CANCELLATION
A participant may request cancellation of admission to a DIPS course or programme.
Admission cancellation is subject to approval from DIPS Management.
Fees already paid before the cancellation are not refundable, subject to applicable law.
C. RESCHEDULING
DIPS consists of scheduled courses, lectures and training activities.
Individual rescheduling is therefore not applicable to DIPS course or lecture schedules.
4. NO-SHOWS
For therapy and counselling services, a no-show is treated as a completed session.
The applicable fee will not be refunded or carried forward.
Clients are therefore encouraged to inform DhairyaDa as early as possible where they cannot attend a scheduled session.
5. TRANSFER OF UNUSED FEES TO ANOTHER DHAIRYADA SERVICE
Where this Policy permits unused fees to be transferred toward another DhairyaDa service, the transferred amount must be used within 30 days.
The alternative service selected by the client will be subject to:
- Availability
- Eligibility requirements
- Applicable service fees
- The terms and conditions applicable to that service
If the alternative service costs more than the transferred amount, the client may be required to pay the difference.
The transfer of unused fees does not automatically guarantee availability or eligibility for another service.
6. REFUNDS WHERE DHAIRYADA CANNOT PROVIDE THE THERAPY SERVICE
For therapy and counselling, a refund may be considered for prepaid sessions that have not taken place where:
- The psychologist provides an outside referral; or
- Therapy is paused and the relevant prepaid sessions cannot be conducted.
Sessions that have already been completed are not refundable.
7. CLIENT RESPONSIBILITY
Clients are responsible for:
- Attending scheduled sessions on time
- Providing cancellation or rescheduling notice within the applicable timeframe
- Providing accurate contact information
- Following booking and payment instructions communicated by DhairyaDa
- Reviewing the rules applicable to the service purchased
Failure to attend a scheduled therapy or counselling session may result in the session being treated as completed in accordance with this Policy.
8. CHANGES TO THIS POLICY
DhairyaDa may update this Refund, Cancellation & Rescheduling Policy from time to time to reflect changes in services, operational practices or applicable legal requirements.
Where changes are material, DhairyaDa will make reasonable efforts to communicate them where appropriate.
The latest revision date will be displayed at the beginning of this Policy.
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9. REFUND POLICY
Where a monetary refund is approved under this Policy, DhairyaDa will initiate the refund within 7–10 business days from the date of approval.
Refunds will ordinarily be processed to the original payment method used for the transaction, where technically possible.
The time taken for the refunded amount to appear in the client's account may vary depending on the relevant bank, payment service provider or payment method.
Where refund to the original payment method is not reasonably possible, DhairyaDa may contact the client to arrange an appropriate alternative method.
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10. CONTACT
For questions regarding refunds, cancellations or rescheduling, please contact DhairyaDa through the contact details provided on www.dhairyada.com.