Refund and Cancellation Policy

This Refund and Cancellation Policy applies to all online therapy sessions, psychological consultations, digital health assessments, and subscription services purchased through Timely help ("we," "our," or "us").

As a mental health platform connecting clients with qualified healthcare professionals, we strive to ensure fairness, transparency, and accountability for both our clients and licensed practitioners. This policy governs how session cancellations, reschedulings, missed appointments, and refund requests are handled on our platform in accordance with the Consumer Protection / Sale of Goods legislation and the Electronic Transactions Act, No. 19 of 2006 of Sri Lanka.

A. Advance Notice (More than 24 Hours Prior)

• Cancellation: If you cancel a scheduled appointment more than 24 hours before the scheduled start time, you are eligible for a full refund (minus any third-party payment gateway processing fees, if applicable) or a full platform credit.
• Rescheduling: You may reschedule your appointment free of charge up to 24 hours before the scheduled session time, subject to practitioner availability.

B. Short Notice (Less than 24 Hours Prior)

• Cancellation: Cancellations made less than 24 hours before the scheduled start time are non-refundable or may incur a late-cancellation fee of up to 50% of the session fee. Any remaining eligible balance may be refunded.
• Rescheduling: Requests to reschedule made less than 24 hours prior to the session will be treated as a late cancellation and will require booking a new session at full cost, except in documented emergencies (see Section 5).

A. Client No-Shows

• If you fail to join the online consultation within 15 minutes of the scheduled start time without prior notice, the session will be marked as a No-Show.
• No-shows are strictly non-refundable, as the practitioner has reserved their professional time exclusively for you.

B. Client Late Arrival

• If you join the consultation late, the session will still end at the originally scheduled time. The practitioner is under no obligation to extend the session beyond the scheduled window.

C. Practitioner Late Arrival or No-Show

• If the practitioner fails to join the session within 15 minutes of the start time, or if the practitioner cancels the appointment:
• You will be offered the choice of a 100% full refund or an immediate priority rescheduling with no additional fee.

On rare occasions, a session may need to be canceled or rescheduled by the practitioner or platform due to unexpected emergencies, illness, or technical outages. In such events:

• We will notify you via SMS, Email, or phone as soon as possible.
• You will be entitled to select either:

1. A full refund processed back to your original payment method; or
2. A rescheduled session at your earliest convenience.

We understand that unexpected medical emergencies or severe crises happen. The 24-hour non-refundable rule may be waived at our discretion if cancellation occurs due to:

• Sudden hospitalization or life-threatening medical emergency (for yourself or an immediate family member).
• Severe natural disasters, unforeseen power grid failures, or nationwide telecommunication blackouts in Sri Lanka affecting access to electricity or internet.

Note: Verification or supporting documentation (e.g., a hospital admission record or medical certificate) may be requested to evaluate emergency refund requests.

A. Platform / Connectivity Failures

• If a session cannot be completed or is severely interrupted due to technical failures originating from our platform or the practitioner's connection, you will receive a free makeup session or a full refund.

B. Client-Side Technical Failures

• Interruptions or inability to connect resulting from issues on the client’s end (e.g., inadequate internet speed, device failure, or local power outages not falling under a widespread national blackout) are non-refundable. We recommend testing your audio/video setup prior to your appointment.

• Psychological Assessments & Intake Reports: Once a digital questionnaire, psychometric tool, or assessment report has been delivered or completed, fee payments are non-refundable.
• Subscription Packages / Prepaid Therapy Bundles:
• Prepaid session bundles are non-refundable once the first session in the bundle has been completed.
• Unused sessions in a package remain valid for 90 days from the date of purchase, after which they expire.

• Eligible Refund Currency: All refunds will be processed in Sri Lankan Rupees (LKR) or the original payment currency used at checkout.
• Payment Method: Approved refunds will be credited strictly back to the original bank card, account, or mobile wallet used during booking. Cash refunds are not available.
• Processing Time:
• Refunds are initiated within 3 to 5 business days following approval.
• Depending on your issuing bank or payment provider in Sri Lanka, the credited amount may take 7 to 14 business days to reflect on your statement.
• Gateway Fees: Payment gateway processing charges levied by financial institutions may be deducted from the refund amount unless the cancellation was caused by our platform or practitioner.

To request a cancellation, rescheduling, or refund, please submit your request through one of the following channels:

• In-App / Website: Open Sessions in your client dashboard to select an upcoming appointment and cancel where available. For rescheduling or late-cancellation requests, contact support@timelyhelp.com.
• Email Support: Send an email to support@timelyhelp.com with the subject line "Refund Request - [Appointment ID / Name]".

Please include your Full Name, Appointment Date/Time, Practitioner Name, and the Reason for Request in all communications.

We reserve the right to update or modify this Refund and Cancellation Policy at any time. Any revisions will apply immediately to new bookings made after the updated policy is published on our platform.