Refund & Cancellation Policy

This Refund & Cancellation Policy outlines the rules governing payments, cancellations, rescheduling, wallet usage, and refunds within the SoulSupport application (“App”, “we”, “us”, or “our”).

By using SoulSupport services, you agree to the terms defined in this policy.

• Users are required to maintain sufficient balance in their SoulSupport wallet to book a session with a counsellor or advanced counsellor.
• The session fee will be deducted from the wallet at the time of booking.

• Users must maintain a minimum wallet balance of ₹500 to book a counsellor or advanced counsellor session.
• The minimum balance corresponds to the standard 30-minute session fee.

Once a session is successfully booked, the deducted amount is generally non-refundable, except under the cancellation or refund conditions specified in this policy.

• Users are allowed to reschedule a session up to 1 hour before the scheduled time.
• Rescheduling is subject to the availability of the counsellor or advanced counsellor.
• If a user reschedules within the allowed timeframe, the deducted amount will automatically be retained in the wallet and applied to the rescheduled appointment.

Users may cancel a session through the SoulSupport application.

Refund Conditions:

• More than 1 hour before session time: Example: Session at 11:00 AM, cancellation at 9:00 AM. Full refund will be automatically credited to the user's wallet.
• Within 1 hour before session time: Example: Session at 11:00 AM, cancellation at 10:00 AM. No refund will be issued.
• If a user cancels the session within the eligible time window, the refund will automatically be credited to the SoulSupport wallet.

• The standard session duration is 30 minutes.
• A ₹500 wallet deduction corresponds to a 30-minute session.
• The session will automatically terminate once the 30-minute session duration is completed.

• Users can book sessions only with counsellors or advanced counsellors who are marked as available in the platform.
• Session slots are subject to the counsellor’s schedule and availability.

Refunds may be processed for wallet balance in cases such as:

• Failed transactions
• Duplicate payments
• Technical errors
• Any other valid reason approved by SoulSupport

Approved refunds will be processed within 7 to 14 working days from the date of approval.

Refunds will be credited:

• Back to the original payment method, or
• To the user’s bank account, where applicable

If a user chooses to close their SoulSupport account, any remaining wallet balance will be eligible for withdrawal.

A minimum wallet balance of ₹1 (One Indian Rupee) must be available to process the withdrawal request.

The wallet balance will be transferred to the user's registered bank account within 30 days from the date of account closure request.

Users may be required to complete identity and bank verification (KYC) before the withdrawal is processed.

SoulSupport uses third-party payment gateways and service providers to facilitate transactions.

SoulSupport is not responsible for delays, failures, or errors caused by third-party payment providers.

Users must ensure that accurate payment details are provided during transactions. Any issues related to payment processing may be subject to the terms and conditions of the respective third-party provider.

The following are strictly non-refundable for Advanced Counsellor sessions (Advanced Care support):

• Completed sessions
• Missed sessions
• Sessions canceled within 1 hour of scheduled time
• Sessions not rescheduled within the allowed time
• Promotional or discounted services (unless otherwise stated)

• Once a session has started, it is considered utilized, whether fully or partially.
• No refund will be provided for partially used sessions, including cases where the user disconnects, leaves early, or fails to continue the session.
• Users are responsible for ensuring a stable internet connection and availability during the session.

If a counsellor or advanced counsellor cancels the session:

• Reschedule the appointment at no additional cost, subject to availability; or
• Receive a full refund of the deducted amount.

The refund will be processed:

• Back to the SoulSupport wallet, or
• To the original payment method, where applicable.

Refunds in such cases will be processed within 7 to 14 working days.

If a session is interrupted due to technical issues from the platform side, SoulSupport may, at its discretion:

• Allow rescheduling, or
• Provide a partial or full refund.

Issues caused by the user’s device, internet connection, or environment will not be eligible for refunds.

Users may raise refund-related queries by contacting SoulSupport support.

SoulSupport reserves the right to review and approve or reject refund requests based on internal policies.

All decisions made by SoulSupport shall be final and binding.

SoulSupport reserves the right to modify or update this policy at any time.

Changes will be effective immediately upon posting within the application.

For any refund or payment-related queries, please contact:

Email: [email protected]
Address: Indusinnovate Technologies Private Limited,
KPHB, Hyderabad, Telangana, India