Refund Policy
Fair and transparent refund guidelines for our services
Last Updated: January 2025
Our Commitment
At Mantrana, we are committed to providing high-quality therapy and counselling services. We understand that circumstances can change, and we have developed a fair and transparent refund policy to protect both our clients and our practice. Please read this policy carefully before booking any sessions.
Individual Session Refunds
Cancellation with 24+ Hours Notice
If you cancel a scheduled session with at least 24 hours notice, you will receive a full refund or the option to reschedule your session at no additional charge. We understand that life happens, and we appreciate advance notice so we can offer your time slot to another client.
Cancellation with Less Than 24 Hours Notice
Cancellations made with less than 24 hours notice will result in a 50% cancellation fee. The remaining 50% will be refunded to your original payment method within 5-7 business days. This policy helps us manage our schedule and accounts for the reserved time.
No-Show Policy
If you do not attend a scheduled session without prior notice (no-show), you will be charged the full session fee with no refund. We reserve this time specifically for you, and a no-show prevents us from helping other clients during that time.
Session Package Refunds
Before First Session
If you purchase a session package but decide not to proceed before attending your first session, you may receive a full refund within 7 days of purchase. After 7 days, a 10% administrative fee will be deducted from the refund amount.
After Starting Package
If you have already attended one or more sessions from your package and wish to discontinue, you may receive a partial refund. The refund will be calculated as follows: (Total Package Price - Individual Session Price × Sessions Attended - 10% Administrative Fee). Note that the individual session price is higher than the discounted package rate.
Package Expiration
Session packages are valid for 6 months from the date of purchase. After 6 months, unused sessions expire and no refund will be provided. We encourage you to schedule your sessions regularly to make the most of your package.
Therapist-Initiated Cancellations
In the rare event that we need to cancel or reschedule a session due to therapist illness, emergency, or other unforeseen circumstances:
- •You will be notified as soon as possible
- •You will receive a full refund or the option to reschedule at your convenience
- •No cancellation fees will be charged to you
- •We will work with you to minimize any inconvenience
Emergency and Exceptional Circumstances
We understand that genuine emergencies and exceptional circumstances can arise. If you need to cancel due to:
- •Medical emergencies requiring hospitalization
- •Death of an immediate family member
- •Natural disasters or severe weather conditions
- •Other documented emergencies
Please contact us as soon as possible to discuss your situation. We will review each case individually and may waive cancellation fees or provide full refunds at our discretion. Documentation may be required.
Refund Processing
Timeline
All approved refunds will be processed within 5-7 business days. Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.
Refund Method
Refunds will be issued to the original payment method used for the purchase. If this is not possible, we will work with you to arrange an alternative refund method.
Requesting a Refund
To request a refund, please contact us via email at refunds@mantrana.in with your booking details and the reason for your refund request. We will review your request and respond within 2 business days.
Non-Refundable Services
The following services and fees are non-refundable:
- •Completed therapy sessions that were attended
- •Digital materials, worksheets, or resources that have been accessed or downloaded
- •Administrative fees (where applicable)
- •Consultation fees for completed consultations
Dissatisfaction with Services
If you are dissatisfied with the quality of our services, please contact us immediately. We take client satisfaction seriously and will work with you to address your concerns. In some cases, we may offer a partial refund or complimentary session based on the specific circumstances. However, please note that therapy is a subjective process, and outcomes cannot be guaranteed. Refunds for dissatisfaction are evaluated on a case-by-case basis.
Payment Disputes
If you dispute a charge with your bank or payment provider before contacting us, we will be unable to provide services until the dispute is resolved. We encourage you to contact us first so we can work together to resolve any billing issues or concerns directly.
Changes to This Policy
We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your purchase or use of our services after changes are posted constitutes your acceptance of the modified policy. However, any changes will not affect refunds for services purchased before the policy change.
Questions About Refunds?
If you have any questions about our Refund Policy or need to request a refund, please contact us:
Email: refunds@mantrana.in
Phone: Available upon request
We are committed to handling all refund requests fairly and promptly. Please allow 2 business days for us to review and respond to your request.