ProTherapy

Refund & Cancellation Policy

Effective date: 21 June 2026

Refund & Cancellation Policy

This Refund & Cancellation Policy explains how cancellations, reschedules and refunds work when you use ProTherapy. Please read it together with our Terms of Service and Privacy Policy. By using ProTherapy, you agree to this policy.

In this policy, "ProTherapy", "we", "us" and "our" refer to ProTherapy, a sole proprietorship (MSME, Udyam Registration No. UDYAM-PB-03-0076949) operated by its proprietor, Uppinder Singh Chugh, based in Bathinda, Punjab, India. "Therapist" means the independent mental-health professional you book with. "Client", "you" and "your" refer to the person booking or attending a session.

1. ProTherapy's role — please read this first

ProTherapy is a technology platform. We provide scheduling, booking, records and communication tools that independent therapists use to run their own practices. We are not a healthcare provider, a clinic, a payment company, or a party to the therapy you receive.

This has a direct consequence for refunds:

  • Your payment relationship is with your therapist, not with ProTherapy. You pay your therapist for their professional services. ProTherapy does not sell sessions, set session fees, or earn the session fee.
  • ProTherapy does not collect, hold, process or refund your money. At pilot, all payments are made offline and directly to your therapist (for example by UPI, bank transfer or cash). ProTherapy never touches these funds and has no ability to reverse them.
  • Any refund is at your therapist's discretion and is arranged and paid by your therapist directly to you. Where a refund is due (see Section 4), the therapist is responsible for making it. ProTherapy can record that a session was cancelled, but it cannot issue or guarantee a refund.

ProTherapy's responsibility is limited to operating the booking and scheduling tools accurately — for example, showing the therapist's cancellation window at the time you book, and helping you reschedule.

2. How payments work at pilot (offline only)

During the pilot, payments are offline only. When you book, you will be shown the therapist's payment instructions (UPI, bank transfer or cash) and you pay the therapist directly. ProTherapy does not see your card, bank or UPI details, does not act as a payment intermediary, and does not maintain any balance on your behalf.

Because no payment passes through ProTherapy, there is no platform-mediated refund. If any money is to be returned to you, only your therapist can return it, by the same direct means you used to pay.

3. Cancellations and reschedules by the client

Each therapist sets their own cancellation and reschedule window — a cut-off period before the session start time (for example, "cancel or reschedule at least 24 hours in advance"). This window is shown to you on the booking page before you confirm your booking, and it forms part of your arrangement with that therapist.

If you cancel or reschedule within the window (i.e. before the therapist's cut-off):

  • You can cancel or reschedule through ProTherapy's tools (including the link in your booking confirmation).
  • Whether any payment already made is returned, credited or carried to the rescheduled session is determined by your therapist's own practice. ProTherapy does not handle this.

If you cancel or reschedule after the window has passed, or if you do not attend (a "no-show"):

  • The session fee is treated as forfeited and non-refundable. The therapist has reserved time for you that can no longer be filled.
  • ProTherapy will not facilitate any refund in these cases, and our product reflects this: client cancellations after the cut-off and no-shows do not generate any refund.

If you believe an exception should apply (for example, a genuine emergency), that is a matter to raise directly with your therapist, who may use their discretion.

4. Cancellations by the therapist

If your therapist cancels a session you have already paid for, you are entitled to have that payment returned to you, because the service you paid for will not be delivered.

  • Refunds are arranged and paid by the therapist directly. Because pilot payments are offline and made directly to the therapist, ProTherapy cannot process the refund. The therapist is responsible for returning your payment to you by the same direct means you used to pay (UPI, bank transfer or cash).
  • ProTherapy will help you reschedule. Where you prefer, our tools make it easy to book a replacement session with the same therapist instead of taking a refund.
  • You will normally receive a notification (for example by WhatsApp or email) when a therapist cancels a session, including, for offline-paid sessions, a note that ProTherapy cannot process the refund and that the therapist will settle with you directly.

If a therapist leaves the platform or deactivates their account with future paid sessions outstanding, the same principle applies: for offline-paid sessions, the therapist is responsible for returning your payment directly, and ProTherapy will mark the session as cancelled.

5. Raising a billing or refund concern

  1. Contact your therapist first. Because your payment and any refund are between you and your therapist, billing questions — including amounts paid, refunds due, and rescheduling credits — should be raised with your therapist in the first instance.
  2. Contact ProTherapy for platform issues. If your concern is about how the ProTherapy platform behaved (for example, an incorrect cancellation window shown at booking, a booking or reschedule that did not work, or a notification you did not receive), you can contact us:
  • Support: support@protherapy.in
  • Grievance Officer: Uppinder Singh Chugh — uppinder.chugh@gmail.com

We aim to acknowledge platform grievances and respond within a reasonable time consistent with our Terms of Service and applicable law.

6. Online payments via Razorpay — not yet live (placeholder)

> This section will be updated when online card / UPI payments via Razorpay go live. > > Online payments are not available during the pilot. When ProTherapy enables online payments through the Razorpay payment gateway, additional refund terms will be added to this policy, covering: > > - how a gateway-based refund is initiated and how long it typically takes to reach your account; > - the specific case where a therapist cancels a paid online session (and any automatic refund to your original payment method); > - any fees, currency or foreign-card considerations; and > - how online refunds interact with the cancellation windows described above. > > Even when online payments go live, ProTherapy will continue to act only as a technology platform facilitating the gateway; the therapist remains the merchant for their sessions. Until this section is replaced with live terms, the offline-only rules above apply.

7. Changes to this policy

We may update this policy from time to time. The "Effective date" date at the top reflects the most recent change. Material changes will be communicated in line with our Terms of Service.

8. Governing law and jurisdiction

This policy is governed by the laws of India, and the courts at Bathinda, Punjab, India have exclusive jurisdiction over any dispute arising out of or relating to it, subject to the Terms of Service.