Cancellation Policy

Effective Date: 27 August 2025

At Emotist, we aim to ensure a transparent, fair, and hassle-free process for practitioners. This policy outlines everything regarding session payments, cancellations, and refunds, and applies to all practitioners on the Emotist platform.

Payout Cycle & Timeline

“Payout” refers to the amount transferred to a practitioner for sessions successfully completed on the Emotist platform, after deducting Emotist’s applicable commission and payment gateway charges. Payouts are subject to adjustments for cancellations, chargebacks, fraud, or other disputes, as outlined in this policy.

• Payouts for sessions completed between Sunday 12:00 AM and Saturday 11:59 PM (IST) will be processed the following Sunday.
• Payout amounts will be calculated after deducting Emotist’s platform commission (20% of the session fee) and applicable payment gateway charges.
• Once initiated, payouts may take 4–7 business days to reflect in the practitioner’s registered bank account, depending on the bank and payment gateway.
• Practitioners must ensure accurate and up-to-date bank account details are provided. Emotist will not be responsible for delays caused by incorrect bank details or bank-side issues.

Session Completion Criteria

• A session is considered completed if both the user and the practitioner have joined and the session runs for at least 50% of the scheduled duration.
• If a user cancels after the 15-minute grace period without attending, it will be treated as a no-show, and the practitioner will receive a payout as per policy.
• If the user joins late, the session will still end at the originally scheduled time unless both parties agree to extend.
• If the practitioner is late by up to 15 minutes, they must extend the session with client consent.
• If late by more than 15 minutes without prior notice, it will be treated as a practitioner no-show, and no payout will apply. Repeated delays may result in warnings, payout withholding, or suspension.

Cancellation by Practitioner

• Practitioners must avoid canceling confirmed sessions. If canceled, the client will receive a full refund, and any payment gateway/transaction charges will be borne by the practitioner.
• If canceled less than 24 hours before the scheduled time, it will be marked as a late cancellation. Repeated late cancellations may result in warnings, payout withholding, or suspension.
• Repeated cancellations or reschedules may lead to account suspension or termination.
• In case of genuine emergencies (e.g., medical emergencies, hospitalization, unavoidable events), practitioners must notify Emotist and the client promptly. Proof must be submitted and verified to avoid penalties.

Rescheduling by Practitioner

• Rescheduling is not allowed without the client’s agreement. All changes must be made through the Emotist platform.
• If rescheduled less than 24 hours before the session, it will be marked as a late reschedule. Repeated last-minute reschedules may result in warnings, suspension, or payout withholding.
• Unapproved last-minute changes will be treated as cancellations.
• In emergencies (e.g., medical), practitioners may request to reschedule with client consent. Proof must be submitted and verified by Emotist.

User Cancellations, Refunds & Impact on Payouts

• If a user cancels 24 hours before the session, no payout will apply.
• If a user cancels within 24 hours and no exceptional circumstances apply, the practitioner will receive 100% payout (after deductions).
• If the practitioner cancels, the user will receive a full refund, and no payout will apply.

Technical Issues & Session Interruptions

• Practitioners are not responsible for user-side technical issues. Such sessions will still be considered completed for payout purposes.
• If disrupted due to Emotist platform issues or force majeure, payouts will be reviewed case-by-case.
• If disrupted due to practitioner-side issues, payouts will be adjusted as follows:
  • Less than 25% completed → No payout
  • 25%–50% completed → 50% payout
  • 50%–80% completed → 75% payout
  • Over 80% completed → Full payout
• Practitioners must notify Emotist within 48 hours of any disruption and report disputes within 7 days.

Dispute Resolution for Payouts

• Practitioners must review payout summaries carefully upon receipt.
• Disputes must be raised in writing to hello@emotist.com within 7 days of payout notification, with session IDs and transaction details.
• Emotist will resolve disputes within 10 business days. After 7 days, payouts will be final.

Compliance & Taxes

• All payouts comply with Indian laws, including the Income Tax Act.
• Practitioners are responsible for filing taxes on their earnings.

General Terms

• If a user’s payment is reversed (chargeback, fraud, dispute), the payout will be adjusted in the next cycle.
• Emotist reserves the right to withhold payouts or take legal action in cases of fraud or misuse.
• All timings, cutoff periods, and payout cycles follow Indian Standard Time (IST).
• This policy is governed by the laws of India, with disputes under the exclusive jurisdiction of courts in Kochi, Kerala.
• Emotist may update or modify this policy anytime. Practitioners will be notified of significant changes.
• Unresolved issues may be escalated to Emotist’s Grievance Officer at [email/portal] within 15 days. Grievances will be acknowledged within 2 business days and resolved within 15 business days.