Payment & Cancellation Policy

Therapy Session Fee and Payment Policy

• Payments of all online therapy sessions will be made before booking a session with a therapist
• The therapy session will be confirmed only after the payment is received by EmptyCare
• Bundle of sessions are offered by the platform as per the per hour session price of an independent therapist
• Every bundle of session booking has different validity attached

Fee Information

The fee per session is calculated as per the chosen therapist and is exclusive of tax (if any).

Special offers

• Offers and Discounts will be available to all new and existing Care Receivers
• EmptyCare will launch limited period offers and at its sole discretion withdraw them
• Discounts will be applied through promo codes

Cancellation, Reschedule, and Refund Policy

Except as prohibited under applicable law, EmptyCare may at its sole discretion provide a full, partial, or pro-rated refund for the services rendered.

If a Care Receiver cancels a session 24 hrs prior to the session, he will be eligible for 100 % refund otherwise the entire amount will be forfeited i.e. will not be eligible for a refund.

A Care Receiver can request for rescheduling the session at 24 hours prior notice if due to some exigency he is not able to take a session at a booked time.

1. Single Session – Reschedule, Cancellation, Refund: 

   If a Care Receiver cancels a session 24 hrs prior to the session, he will be eligible for 100 % refund otherwise the entire amount will be forfeited i.e. will not be eligible for a refund. If the Care Receiver does not appear for the session at the scheduled time without prior information, will also result in no refund.

   The Care Receiver has the option to:

   • Reschedule the session
   • Cancel the session
   • Claim a cash refund on the canceled session in the source account
   1. Reschedule the session
      1. Reschedule by the Care Receiver

         EmptyCare offers the convenience to the Care Receiver to reschedule the session to a future date or time. The rescheduling will be processed within the same fee or additional fee based on the time the Care Receiver initiates the rescheduling process as per the current time for the scheduled session. It is explained below: 

         Submission of session reschedule request	More than 24 hours of the scheduled session	Less than 24 hours of the scheduled session
         Eligibility for refund	100% refund	No refund. It will be booked as a new session and applicable session fee will have to be paid again

   2. Session Cancellation and Refund
      1. Cancellation by the Care Receiver

         The Care Receiver can cancel the session and claim a refund in their original method of payment.

         The refund amount will be credited to the Care Receiver based on when the cancellation was initiated and is explained in the table below:

         Submission of session cancellation request	More than 24 hours of the scheduled session	Less than 24 hours of the scheduled session
         Eligibility for refund	100% refund	No refund

         If the session are canceled in more than 24 hours of the scheduled time, at the time of cancellation, the Care Receiver can:

         • At the time of the cancellation, book a new session with any of our therapists or the existing therapist
         • Choose cash refund back to the Care Receiver’s original method of payment

         All cash refunds will be processed within 5-7 working days. Depending on the bank, it might take longer for the amount to get credited to your account.

      2. Cancellation by therapist on EmptyCare platform

         If the session is canceled by the therapist, the Care Receiver will receive a refund in their original method of payment, regardless of the time at which the cancellation was done.

      3. Session Delayed or Technical Issues

         Due to any technical reasons, if the booked session is not complete in its entirety by or with the therapist, then the Care Receiver will be eligible to choose one of the options:

         • Full refund in the original method of payment to compensate for the lost session time
         • Accommodate the lost time in the current session if the therapist and the Care Receiver mutually agree as per their convenience
2. Session Bundles Refund

   If the Care Receiver pays for a bundle of sessions, the refund will be applicable on the complete bundle or the unutilised balance of the entire bundle. The per session price will be distributed equally across the total sessions in the bundle.

   If a Care Receiver requests for a refund, they will be charged for the sessions that have already been completed and the price per session will be calculated based on the total bundle price divided by the number of sessions. Remaining amount of the bundle for the unutilised sessions will be refunded back to the original method of payment.

   For instance, given a session fee is INR 1000, if the Care Receiver chooses a "Three Sessions bundle" then the total bundle price offered is INR 2700 and per session price is INR 900. If the Care Receiver has taken one session and requested a refund then the refund amount will be equal to INR 1800 for remaining 2 sessions. Please note that depending on the session fee for the chosen therapist, actual refund amounts will vary, apart from other factors.

   If there are upcoming session bookings from the bundle, the Care Receiver cannot cancel and claim a refund on the package. The session bookings will have to be either completed or canceled before they can initiate bundle cancellation.