Rescheduling and Cancellation policy

Any cancellation or rescheduling of sessions must be done 24 hours before the allocated session by contacting us via email or WhatsApp. Cancellations with less than 24 hours notice will be charged the full session fee.

Excessive missing of appointments will result in a re-evaluation of our contract and your continuation in therapy. The therapist reserves the right to terminate the therapeutic relationship in the event that two (2) consecutive appointments are missed without notification of cancelation. Please note that consistency in therapy, and attending each session will provide you with the optimum potential to benefit from your therapeutic experience.

Dispute Resolution Process

If you are dissatisfied with a service or have a concern about a payment, we encourage you to contact us directly at [email protected] within 7 days of the session date. We will do our best to investigate and address your concern in a timely and constructive manner.

Valid Dispute Grounds

Clients may raise a formal dispute in cases including but not limited to:

• Being charged for a cancelled session despite meeting cancellation notice requirements
• Technical errors leading to duplicate charges
• Unauthorized transactions not initiated by the client

All disputes must be supported by relevant evidence (e.g. confirmation emails, screenshots, payment receipts).

Invalid Dispute or Chargeback Scenarios

Chargebacks or disputes will not be considered valid in the following situations:

• Discomfort or dissatisfaction with therapy content or outcomes, as therapy is a subjective and evolving process
• Late cancellations or no-shows, in accordance with our cancellation policy
• Failure to attend a scheduled session due to personal scheduling conflicts
• Claims made beyond the 7-day notification window

Chargeback Policy

Initiating a chargeback through your bank or credit card provider without first attempting to resolve the issue with us directly may result in:

• Suspension or termination of your account and future booking privileges
• Recovery actions to recoup costs associated with the chargeback, including administrative fees
• Sharing information about the dispute with our payment processors for fraud prevention and resolution purposes

Refunds

Refunds, if deemed appropriate after investigation, will be issued back to the original payment method. Refund decisions are made at the sole discretion of the platform based on the circumstances and evidence provided.

Legal Jurisdiction

This agreement is governed by the laws of Malaysia. Any legal claims or disputes must be resolved through the appropriate legal channels in that jurisdiction.