Cancellation Policy

Payment Policy

• All payments, including applicable GST, must be made in full before a session can be confirmed.
• A booking is confirmed only once successful payment has been received by Emotist.

Cancellation Policy

• Clients may cancel a session up to 24 hours before the scheduled start time to be eligible for a full refund, subject to any applicable deductions outlined in this policy.
• Cancellations made less than 24 hours before the scheduled session are non-refundable, except where an exception is approved or the session is cancelled by the practitioner.
• If a session is cancelled by the practitioner, clients will receive a full refund without deductions or may choose to reschedule at no additional cost.

Rescheduling Policy

• Clients may reschedule a session free of charge up to 24 hours before the scheduled start time.
• Free rescheduling is limited to one reschedule per booking and is subject to the practitioner's availability.
• Rescheduling requests made less than 24 hours before the scheduled session will not be accepted under the standard policy.
• In exceptional circumstances, such as medical emergencies, hospitalisation, bereavement, or other unavoidable events, clients may contact Emotist at hello@emotist.com to request an exception. Approval is not guaranteed and will depend on the circumstances and the practitioner's approval and availability. Supporting documentation may be requested where appropriate.
• A reschedule is considered confirmed only once the change has been recorded on the Emotist platform and communicated to both the client and the practitioner. Until confirmation is received, the original booking remains in effect.

Technical Issues

Clients are responsible for ensuring a stable internet connection, functioning devices, and timely login. Refunds or compensation will not ordinarily be provided for technical issues caused by the client's own equipment, internet connection, or failure to join the session.

If a session is interrupted or cut short due to technical issues attributable to the practitioner or the Emotist platform, compensation will be provided based on the proportion of the scheduled session completed:

• This compensation structure applies proportionately to sessions scheduled for 30, 60, or 90 minutes.
• Clients must report qualifying technical issues to hello@emotist.com within 30 days of the session date. Requests will be reviewed by Emotist, and relevant supporting details or evidence may be requested.

No-Show and Late Arrival Policy

• If a client does not join within 15 minutes of the scheduled start time without prior notice, the session will be considered a no-show and will not be refundable.
• If a client joins late, the session will end at the originally scheduled time. The practitioner is not required to extend the session to compensate for the client's late arrival.
• If the practitioner is late by up to 10 minutes, the client may request an extension corresponding to the delay, subject to the practitioner's availability.
• If the practitioner is late by more than 10 minutes, the client is entitled to a full refund without deductions or a free reschedule.

General Terms

Emotist reserves the right to update this policy. Changes will be communicated to users through appropriate channels.

For further questions or assistance, please contact hello@emotist.com.

• A session is considered to have started at its scheduled start time, regardless of whether the client joins late.
• Refunds, where applicable, will be initiated after approval by Emotist. Depending on the payment method and bank processing times, refunds may take 10–14 business days to reflect in the client's account.
• Refund requests must be submitted to hello@emotist.com and should include the client's name, registered email address or phone number, payment date, amount paid, transaction ID or reference number, and relevant supporting documents where applicable.
• For eligible client cancellations, any applicable payment gateway charges or platform fees deducted from the refund will be communicated clearly and in accordance with applicable law and the terms disclosed before payment. Refunds for practitioner cancellations and qualifying technical issues attributable to Emotist or the practitioner will be issued without deductions.
• Emotist will make reasonable efforts to assist with disruptions caused by circumstances beyond its control, including natural disasters, government restrictions, and significant technical outages. Where appropriate, alternative arrangements or rescheduling may be offered.
• All cancellations, refunds, and payments will be handled in accordance with applicable Indian laws and regulations, including relevant consumer-protection requirements.
• All session timings and cutoff periods follow the time zone displayed on the booking confirmation page.
• Emotist reserves the right to review and deny fraudulent or abusive refund requests, subject to applicable law.
• Refund-related information and supporting documents will be retained securely for up to two years, where appropriate for compliance and audit purposes and in accordance with Emotist's Privacy Policy.
• Any disputes or questions regarding cancellations, rescheduling, or refunds may be directed to Emotist's support team at hello@emotist.com.