Refund and cancellation policy

The website www.minddhara.com and all associated applications, products, and services ("Platform") are operated by MindDhara Private Limited (CIN: U86909HR2025PTC136572), having its registered office at Flat No. 102, Tower 25, Palm Hills, Sector 77, Narsinghpur, Gurugram, Haryana – 122004 (hereinafter referred to as "MindDhara", "We", "Us", or "Our"). The terms "You", "Your", and "Yourself" refer to the User, meaning any person who registers on, accesses, or uses the Platform or any of the Services.

This Refund and Cancellation Policy ("Policy") forms part of and must be read together with MindDhara's Terms and Conditions, Privacy Policy, and all other Policy Documents published on the Platform from time to time. Capitalised terms not defined herein have the meanings given to them in the Terms and Conditions. By booking a Session or purchasing a Package or Digital Products through the Platform, You confirm that You have read, understood, and accepted this Policy.

All Sessions and Packages must be paid for in full before a booking is confirmed. A booking is not confirmed until payment is successfully processed. All purchases are personal to the User and are non-transferable. Session credits have no cash value, are non-transferable, and may not be sold, gifted, or exchanged for cash under any circumstances.

Payments are processed through Razorpay and such other payment processors as MindDhara may engage from time to time. MindDhara is not responsible for failures or delays attributable to the payment processor or the User's bank or card issuer.

MindDhara does not issue cash refunds. Where a refund is expressly provided for under this Policy, the amount will be credited to the original payment method used at the time of purchase whether UPI, debit or credit card, or digital wallet. Refunds are ordinarily processed by MindDhara within 5 to 7 working days of approval; your bank or card issuer may require additional time for the amount to reflect in your account.

All purchased Sessions and credits are valid for the period specified at the time of purchase. Sessions not used within the applicable validity period are permanently forfeited with no refund, except as provided under the Compassionate Exceptions clause of this Policy.

MindDhara operates a rescheduling-first model. Sessions cannot be cancelled by the User in exchange for a refund. The rescheduling provisions below apply to all Sessions under MindDhara Couch and MindDhara Forward.

Rescheduling By The User

• A User may reschedule a confirmed Session free of charge provided the request is submitted at least 12 hours before the scheduled start time.
• Requests to reschedule submitted less than 12 hours before the scheduled start time are at the sole discretion of the Practitioner or Mentor. The Practitioner or Mentor may agree to reschedule or may treat the Session as having been used. MindDhara will not intervene in this decision.
• Each individual booking may be rescheduled a maximum of two (2) times.
• After the second reschedule, the Session is treated as used regardless of attendance and no further rescheduling, credit, or refund is available in respect of that booking.
• Rescheduled Sessions must fall within the original Package validity period.

Rescheduling By Practitioner, Mentor, Or MindDhara

• Where a Practitioner or Mentor reschedules or cancels a confirmed Session, the User receives a session credit equivalent to one Session, valid for six (6) months.
• Where the reschedule or cancellation is made with less than 12 hours' notice, the User additionally receives priority rebooking at no additional charge.
• Where MindDhara itself reschedules a Session due to a platform-level issue, the rescheduled Session does not count toward the User's two-reschedule limit.
• Practitioners or Mentors who cancel on three or more occasions within any 90-day period are subject to review and may be removed from the Platform.

Sessions begin at the scheduled time. Where a User arrives late, the Session ends at its originally scheduled time. The missed portion is not compensated, credited, or refunded.

A no-show, where the User does not attend and does not communicate before the session start time, is treated as a Session used. No credit and no refund are issued.

Where a User believes a no-show was caused by a confirmed Platform or Google Meet outage affecting both parties, the User must email hello@minddhara.com within 24 hours. If the outage is confirmed, MindDhara will issue a session credit.

Where a Practitioner or Mentor has not joined within 10 minutes of the scheduled start time, the User should contact hello@minddhara.com immediately. MindDhara will treat this as a Practitioner-initiated cancellation and issue a session credit valid for six (6) months.

All purchased Sessions expire at the end of the Package validity period and cannot be refunded. MindDhara will send a reminder communication 14 days before a Package is due to expire.

Validity Periods

• The First Mile (4 sessions): 10 weeks from the date of the first session; unused sessions expire on day 70.
• The Crossing (8 sessions): 16 weeks from the date of the first session; unused sessions expire on day 112.
• The Horizon (12 sessions + support): 12 months from the date of purchase.
• 6-week Couch programme: 6 weeks from the date of the first session; unused sessions expire on day 42.
• 3-month Couch programme: 3 months from the date of the first session; unused sessions expire on day 90.
• 6-month Couch programme: 6 months from the date of the first session; unused sessions expire on day 180.
• Monthly retainer: sessions valid for the calendar month of purchase only; unused sessions do not roll over.
• Forward advisory packages: validity communicated at the time of purchase.
• Session credits (all types): valid for six (6) months from the date of issue unless otherwise stated.

Package Pause

A User may request a one-time Package pause of up to 14 days for documented medical or compassionate reasons by emailing hello@minddhara.com before the pause period begins. An approved pause extends the validity period by the number of days paused.

Grace Period Extension

Where a User has unused Sessions remaining at the point of Package expiry, the User may apply for a 30-day extension by paying a flat fee of ₹1,500 (INR) or USD 18, as applicable. This is available once per Package only and must be requested within seven (7) calendar days of expiry.

MindDhara does not issue cash refunds. In exceptional and documented circumstances, a session credit valid for six (6) months may be issued at MindDhara's sole discretion. Eligible circumstances are limited to the following:

• Bereavement of an immediate family member (parent, sibling, spouse, or child);
• Medical hospitalisation of the User or their primary caregiver;
• Acute mental health crisis requiring inpatient care; or
• Natural disaster or declared national emergency affecting the User's region.

Compassionate exceptions will not be granted for foreseeable events, including examinations, travel plans, or work or professional commitments. To request an exception, the User must email hello@minddhara.com within seven (7) days of the affected Session with a brief description and supporting documentation (for example, a hospital letter or death certificate). MindDhara will respond within five (5) business days.

Mental Health Crisis Protocol

Where a User or their guardian contacts MindDhara and indicates an acute mental health emergency, MindDhara affiliates will immediately provide crisis resources and will not apply commercial policy to that interaction. Session credits for Sessions affected by a documented mental health crisis are issued without question. Crisis helplines: iCall: 9152987821; Tele-MANAS: 1800-891-4416 (toll-free).

Where MindDhara or a Practitioner or Mentor cancels a confirmed Session, the User will receive a session credit valid for six (6) months, usable with any Practitioner or Mentor on the Platform. Where MindDhara discontinues a Service already purchased by a User, MindDhara will provide a session credit or such other remedy as it considers appropriate. Where a Practitioner or Mentor is removed from the Platform, affected Users will be offered a rebooking with an alternative Practitioner or Mentor or a full session credit valid for six (6) months, and must indicate their preference within seven (7) days of notification.

Sessions are conducted via Google Meet. Users are responsible for testing their setup before their first Session; MindDhara will provide a pre-session checklist on booking.

Where a Session cannot be completed due to a confirmed technical failure attributable to the Platform or the Practitioner or Mentor, the Session will be rescheduled at no cost and will not count toward the User's two-reschedule limit.

Where a Session is disrupted due to the User's own connectivity or device failure, the Session is treated as used. No automatic credit or refund is issued.

Where a User disputes whether a Session was completed, the User must email hello@minddhara.com within 24 hours of the session end time. MindDhara will respond within one to five (1–5) business days.

Psychology Skills Development and Mentorship. All provisions of this Policy apply equally to MindDhara Forward. Forward packages, mentorship sessions, document reviews, mock interviews, workshop bookings, and any other deliverable provided through MindDhara Forward are non-refundable once delivered. No cancellation window or cooling-off period applies to any Forward service. Advisory packages are non-refundable and no cancellation window or cooling-off period applies. Once an advisory Session or deliverable, including Statement of Purpose review, mock interview, or document review, has been delivered by a Mentor, no credit or refund is available in respect of that Session or deliverable. The validity period and pause and grace period provisions of the Package Validity clause apply to Forward packages.

No credit or refund is available in any of the following circumstances:

• The User's Account has been suspended or terminated for breach of the Terms and Conditions or any other Policy Document;
• Sessions or credits have expired in accordance with the applicable validity period;
• The Session or deliverable has been attended or completed;
• The circumstance was foreseeable at the time of booking, including examinations, scheduled travel, or work commitments; or
• The Session or credit was provided as a complimentary or promotional benefit and carries no cash value.

MindDhara will honour session credits and rescheduling rights for Topmate bookings in accordance with this Policy to the extent operationally practicable. Users with Topmate booking disputes are encouraged to contact hello@minddhara.com in the first instance.

Users who have a genuine concern about a charge are encouraged to contact hello@minddhara.com before initiating a chargeback. Most matters are resolved within five (5) business days. Where a chargeback is initiated, MindDhara will respond with documentation of the service provided and this Policy. Fraudulent or vexatious chargebacks may result in Account suspension.

Where a User is dissatisfied with the quality of a Session or deliverable for reasons unrelated to cancellation or non-attendance, the User may submit a formal complaint to MindDhara's Grievance Officer at hello@minddhara.com. Complaints will be handled in accordance with MindDhara's grievance redressal process as set out in the Terms and Conditions. Quality complaints do not automatically entitle a User to a session credit or refund but will be reviewed on their merits.

Free consultations are complimentary and carry no cash value. A no-show to a free consultation forfeits the entitlement. MindDhara reserves the right to limit the availability of free consultations at its discretion.

MindDhara reviews this Policy periodically and may update it at any time. Material changes will be communicated by email at least fourteen (14) days before they take effect. The version of this Policy in force at the time of a booking or request shall govern that booking or request. Continued use of MindDhara's Services after the effective date of any update constitutes acceptance of the revised Policy.