Refund Policy

1.Our refund principles

We try to be fair to both clients and the therapists, instructors, and partners who deliver services on Sagemitra. Three principles guide every refund decision:

• If we did not deliver, you do not pay. Therapist no-shows, technical failures on our side, and undelivered services are fully refunded or rescheduled at no cost.
• You should not lose money for a genuine emergency. Medical and other documented emergencies are handled with discretion, not policy fine print.
• We will not refund a service that has already been delivered and consumed. Once a session has been attended or a course substantially watched, the practitioner’s time has been spent.

2.Therapy & counselling sessions

For individual, couples, family, and group therapy sessions:

• Cancelled by you, more than 12 hours before the session: full refund or free reschedule.
• Cancelled by you, between 12 and 2 hours before the session: 50% refund, or one free reschedule within 14 days.
• Cancelled by you, less than 2 hours before the session, or no-show: no refund. The therapist’s time has already been blocked.
• Cancelled by the therapist, for any reason: 100% refund or free reschedule, your choice.
• Technical failure on our platform that prevents the session from happening: 100% refund or free reschedule.

Detailed timing rules are also shown at the time of booking and in the confirmation email so there are no surprises.

3.Session packs & bundles

If you purchase a multi-session pack (for example, a 4-session or 8-session bundle):

• Unused sessions can be refunded at the per-session rate of the pack (not the discounted rate), minus any sessions already attended at the undiscounted price.
• Refund requests must be made within 90 days of purchase.
• Packs are valid for 12 months from purchase unless otherwise stated.

4.Courses & self-paced programmes

• 7-day refund window from the date of purchase, if you have consumed less than 20% of the course content.
• After 7 days, or after consuming 20% or more of the content, the course is non-refundable.
• Course access is generally lifetime (or for the period stated on the course page). Sagemitra reserves the right to update or retire course content; in that case, any unconsumed lifetime access will be honoured by providing equivalent material or a pro-rata refund.

5.Live cohorts & retreats

• More than 14 days before start: full refund minus a handling fee of up to ₹500 to cover payment-gateway costs.
• 7 to 14 days before start: 50% refund, or transfer your seat to the next cohort at no cost.
• Less than 7 days before start, or after the cohort begins: no refund.
• Cancelled by Sagemitra: 100% refund.
• Retreats with travel and accommodation: additional rules apply because we make non-refundable bookings on your behalf; these are stated on the specific retreat page at the time of booking and override this clause to the extent of any conflict.

6.Corporate & EAP plans

• Corporate annual contracts are governed by the Master Services Agreement (MSA) signed between Sage Mitra Private Limited and the customer. The MSA takes precedence over this Refund Policy for those customers.
• As a default, annual fees are non-refundable once the service has gone live, except in cases of material breach by Sagemitra.
• Pilot programmes, where offered, follow the specific commercial terms of the pilot agreement.

7.Psychometric tests

Self-assessment tests on Sagemitra are free. If a paid add-on is offered (for example, a paid debrief with a therapist), the paid item follows the therapy refund rules above.

8.Exceptional circumstances

We will consider full or partial refunds outside the standard rules in cases such as:

• Hospitalisation, bereavement, or other medical emergencies (with reasonable documentation)
• Natural disasters or government-mandated lockdowns affecting your ability to attend
• Documented violation of our Code of Conduct by a therapist

These decisions are made case by case in good faith. Write to support@sagemitra.com with the details.

9.Non-refundable items

• Sessions that have already been attended
• Course content that has been consumed beyond the refund threshold
• Convenience fees, payment-gateway charges, and applicable taxes (refunded only when the underlying service is fully refunded)
• Voluntary tips or gifts to therapists
• Promotional credits or coupons (these have no cash value)

10.How to request a refund

1. Email support@sagemitra.com from the email address registered with your account.
2. Include: order ID or session ID, date of purchase or session, payment method, and the reason for the refund request.
3. Attach any supporting documents (medical notes, screenshots of technical issues, etc.) where relevant.
4. You will receive an acknowledgement within 2 business days.

11.Processing time & method

• Approved refunds are processed within 5 to 7 business days from approval.
• Refunds are returned to the original payment method. We do not refund to a different account or method.
• Bank settlement times vary; UPI is typically same-day, cards 5 to 10 business days, net banking 3 to 7 business days.
• For approved goodwill refunds where the original method is no longer available, we may issue platform credits instead.

12.Disputes & chargebacks

Please contact us first before filing a chargeback with your bank or card issuer. Almost every refund issue can be resolved directly and faster. Filing a chargeback for a service you actually received and consumed may result in suspension of your Sagemitra account.

13.Changes to this policy

We may update this Refund Policy from time to time. The effective date at the top of this page reflects the most recent revision. Material changes will be notified to registered users by email. The policy that applies to a given purchase is the one in force at the time of that purchase.

14.Contact

Refund requests, questions, and grievances: support@sagemitra.com.

See also our Cancellation Policy and Terms of Service.