Cancellation Policy

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 successfully 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 applicable commission and 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 processing times.
• Practitioners must ensure accurate and up-to-date bank account details are provided to avoid delays. 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 sessions after a booking is confirmed. If a practitioner cancels a confirmed session (at any time), the client will receive a full refund, and any payment gateway or transaction charges will be borne by the practitioner.
• If a practitioner cancels a session less than 24 hours before the scheduled time, the session will be marked as late cancellation, and repeated late cancellations may result in warnings, payout withholding, or suspension.
• If the practitioner repeatedly cancels or reschedules sessions, Emotist reserves the right to suspend or terminate the practitioner’s account.
• In case of genuine emergencies, such as medical emergencies, hospitalization, or other unavoidable events, practitioners must notify the Emotist team and the client as soon as possible. Sessions canceled under such exceptional circumstances will not be counted towards late cancellation penalties, provided proof is submitted and verified by Emotist. Emotist will ensure the client receives a full refund, and any applicable adjustments to the practitioner’s payouts will be handled on a case-by-case basis.

Rescheduling by Practitioner

• Practitioners must avoid rescheduling sessions after a booking is confirmed.
• Reschedules are not allowed without the client’s agreement, and any changes must be communicated and finalized through the Emotist platform.
• If a practitioner reschedules a session less than 24 hours before the scheduled time, it will be marked as a late reschedule. Repeated last-minute reschedules or patterns of schedule instability may result in account warnings, temporary suspension, or payout withholding.
• If a practitioner fails to follow these reschedule timelines or attempts last-minute changes without client consent, it will be considered a late cancellation and treated under the cancellation policy.
• In the event of a genuine emergency, such as medical emergencies, hospitalization, or other unavoidable events, practitioners may request to reschedule a session with the client’s agreement. Reschedules under such exceptional circumstances will not be counted as late reschedules or trigger penalties, provided proof is submitted and verified by Emotist. Practitioners must notify both the client and Emotist as soon as possible, and all changes must be finalized through the Emotist platform.

User Cancellations, Refunds, and Impact on Payouts

• If a user cancels within the free cancellation window (24 hours before the session), the practitioner will not receive a payout for that session.
• If a user cancels within 24 hours of the session and no exceptional circumstances apply, the practitioner will receive 100% payout (after deductions).
• If a session is canceled by the practitioner, the user will receive a full refund, and the practitioner will not receive any payout for that session.

Technical Issues & Session Interruptions

Practitioners are not responsible for user-side technical issues (e.g., poor internet connectivity, device malfunctions), and such sessions will still be considered completed for payout purposes.

If a session is disrupted due to Emotist platform issues or verified force majeure events (e.g., server downtime, natural disasters), payouts will be reviewed and adjusted on a case-by-case basis. Emotist will notify the practitioner of the resolution timeline.

If a session is cut short due to technical issues caused by the practitioner, payouts will be adjusted based on the actual duration completed:

• This proportional payout structure applies to all session durations (e.g., 30, 60, 90 minutes).
• Practitioners must notify Emotist of any technical issues or interruptions promptly and must cooperate with Emotist’s review, providing necessary information or evidence within 48 hours of a reported disruption.
• Any disputes regarding session interruptions must be reported within 7 days of the session date. After this period, payouts will be considered final.
• If a session is disrupted due to Emotist platform issues or force majeure events, payouts will be determined on a case-by-case basis. Practitioners must cooperate with Emotist during investigations.

Dispute Resolution for Payouts

• Practitioners must review their payout summaries carefully upon receipt.
• Any disputes regarding payouts must be raised in writing to hello@emotist.com within 7 days of receiving the payout notification, along with relevant details (session IDs, transaction reference, etc.). Emotist will review and resolve such disputes within 10 business days. After the 7-day period, payouts will be considered final and non-contestable.

Compliance & Taxes

• All payouts will comply with applicable Indian laws, including Income Tax Act provisions wherever applicable.
• Practitioners are responsible for filing taxes on earnings received through Emotist.

General Terms

• If a user’s payment is reversed due to a chargeback, fraud, or payment dispute, the corresponding payout will be adjusted in the next cycle.
• Emotist reserves the right to withhold payouts or take legal action in cases of fraudulent activity or misuse of the platform.
• All session timings, cutoff periods, and payout cycles will follow Indian Standard Time (IST).
• This policy will be governed by the laws of India. Any disputes arising under this policy will be subject to the exclusive jurisdiction of the courts in Kochi, Kerala, India.
• Emotist reserves the right to update or modify this policy at any time. Practitioners will be notified of significant changes via email and through the Emotist platform.
• Practitioners may escalate unresolved issues or complaints related to payouts, cancellations, or other platform operations by contacting Emotist’s Grievance Officer, Priyamvada Rajan, Chief Operating Officer, at hello@emotist.com within 15 days of the original dispute. Emotist will acknowledge receipt within 2 business days and aim to resolve the grievance within 15 business days.