Refund & Cancellation Policy

Company: Koott Care Pvt. Ltd., a private limited company registered in India
Effective Date: 19/08/2025
 

This Refund & Cancellation Policy (“Policy”) explains Koott Care Pvt. Ltd.’s (“Koott”, “We”, “Us”, “Company”, “Our”) approach to refunds, cancellations, timelines, evidence requirements, and limits of liability. Koott provides counseling, coaching, and supporting services from India to clients worldwide. This Policy applies to all Registered Users who purchase Services from Koott.

Definitions

• Registered User / You / Your: any individual or entity that has completed Koott’s registration and paid for Services.

• Services: counseling, coaching, supporting services, training, workshops, and ancillary services provided by Koott, delivered online, remotely, synchronously, or asynchronously.

• Session: a single scheduled service interaction (e.g., a 50-minute counseling slot).

• Package: any bundle of Sessions sold for a single fee.

• Refund: monetary reimbursement to the payment instrument or account used to purchase Services, reduced by permitted deductions.

• Cut-Off Date: latest date on which a refund claim may be submitted (normally two (2) days from receipt of the Service).

• Payment Processor: third-party gateway or financial institution that handled the payment.
   

Scope & Applicability

This Policy applies to purchases made directly from Koott, whether Services are delivered from India or elsewhere.
It forms part of the contractual relationship between You and Koott and governs eligibility for refunds, cancellations, calculation, timelines, documentation, and liability.

 

Statutory Rights: Nothing in this Policy restricts statutory rights available to consumers under applicable laws, including the Consumer Protection Act, 2019 (India), or mandatory consumer rights in other jurisdictions.

Cancellations

• User-Initiated Cancellations:

  • Cancel at least 24 hours in advance → session may be rescheduled without penalty.

  • Cancel less than 24 hours before session → session deemed used, no refund.

  • No-shows without notice → session deemed used.

• Koott-Initiated Cancellations:

  • If Koott cancels or the assigned counselor is unavailable, Koott will offer rescheduling or an alternate counselor.

  • If rescheduling is not feasible, a refund will apply as per Section 6.
     

Eligible Refund Events

Refunds are limited and available only in the following circumstances:
a. Accounting / Billing Error: demonstrable incorrect charges (e.g., duplicate charge).
b. Validated Service Defect: material, validated deficiency in service quality or delivery attributable to Koott.
c. Promised but Undelivered Service: a specific guaranteed service not delivered and not curable.
d. Statutory or Regulatory Right: as required by law.

Not eligible: subjective dissatisfaction, change of mind, third-party failures outside Koott’s control, or circumstances not expressly listed.

Evidence & Investigation

To evaluate a claim, Koott may require: booking/transaction IDs, session logs, payment IDs, screenshots, counselor notes, or other evidence.
Users must cooperate; failure to provide reasonable information may result in denial.

Cut-Off Dates & Timelines

• General refund claims: within 2 days from receipt of the Service.

• First-time ₹699 offer: within 48 hours of the session.

• Acknowledgement: within 3 working days.

• Investigation & Decision: within 10 working days of complete documentation.

• Refund Processing: within 15 working days from approval (bank/processor delays may apply).

Refund Calculation

Refunds are based only on unused sessions.

Formula:
Per-session rate = (Total package fee) ÷ (Total sessions)
Refund = Package fee − (Used sessions × Per-session rate) − Permitted deductions

Permitted deductions:

• Transaction fees: 2% card transaction fee deducted (reflects bank/processor charges).

• Promotional credits/vouchers: proportionally adjusted; not reissued.

• Taxes: adjusted per law.

• Set-off: undisputed dues may be deducted.

• Currency & FX: refunds processed in original currency; FX variations are the User’s responsibility.

Remedies & Alternatives

• Koott may first offer corrective measures (reschedule, alternate counselor, extra session).

• Partial refunds may apply where only part of the Service failed.

• At Koott’s discretion, refunds may be issued as platform credits (valid for 6 months). Credits are non-transferable unless expressly permitted. Users may decline credits and request cash refund.

Fraud, Abuse & Withholding

Refunds may be withheld if Koott reasonably suspects:

• Fraud, collusion, promotional abuse, repeated cancellations, or unauthorized use.

• Users may be liable for recovery of funds and legal action.

Chargebacks & Payment Disputes

• Unwarranted chargebacks may be contested with evidence.

• Repeated frivolous chargebacks may lead to account suspension.

First-Time User Offer (₹699 / 50 minutes)

• One-time offer per unique individual (verified via ID/email/device).

• Refund requests allowed within 48 hours of session.

• If the user restarts after receiving such a refund, 2 sessions will be debited from the restarted package.

• Koott may withdraw this offer at any time.

Insurance

Koott does not accept or process insurance claims. Users are solely responsible for any reimbursements sought from their insurers.

Taxes & Third-Party Fees

• Fees quoted exclude applicable taxes.

• Koott is not responsible for third-party payment processor fees, FX variations, or bank charges beyond the 2% card fee.

Data Retention & Privacy

• Koott retains refund-related records (transaction logs, communications, recordings) for 24 months or longer if required by law.

• Processing follows Koott’s Privacy Policy.

Liability for Freelancers & Team

• Koott is the sole contracting party. In-house and freelance therapists act under Koott’s authority.

• Users may not pursue claims directly against individual counselors.
   

Limitation of Liability

• Koott’s maximum aggregate liability = fees paid by You for the specific Services in dispute.

• No liability for indirect, incidental, or consequential damages (including loss of data or profits).

• Exclusive remedies: refund, re-performance, or credits.
   

Indemnity

Users agree to indemnify Koott and its representatives against losses, damages, or costs arising from:

• User’s breach of this Policy, fraud, negligence, or third-party claims.
   

Force Majeure

Koott is not liable for delays or non-performance caused by factors beyond control (natural disasters, pandemics, strikes, cyberattacks, payment processor outages).
 

Governing Law & Dispute Resolution

• Governed by the laws of India.

• Parties shall first attempt amicable resolution within 30 days of written notice.

• Failing resolution, disputes fall under the exclusive jurisdiction of courts in Bengaluru, India.
   

Amendments & Notices

• Koott may amend this Policy from time to time.

• Material changes will be posted on the website and, where feasible, notified to users.

• Notices must be sent to care@koott.in.
   

Severability & Survival

Invalid provisions will not affect enforceability of remaining terms. Sections on refund calculation, liability, indemnity, governing law survive termination.

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Contact:
For refunds, cancellations, or grievances, email care@koott.in