Cancellation, Refund & Rescheduling Policy
Cancellation, Refund & Rescheduling Policy
Company: Koott Care Pvt. Ltd., a private limited company registered in India
Effective Date: 19/08/2025
At Koott, we want your counselling experience to be simple, clear, and fair. This includes making sure you understand what happens if you need to cancel, reschedule, or request a refund.
Please read this policy carefully before booking a session or purchasing a package.
If you have any questions or need help with a cancellation, refund, or rescheduling request, please contactthe Koott support team.
1. Refunds and Rescheduling
Our policy is based on two simple rules:
Refunds
Any payment, whether for a single session or a package, may be refunded within 30 days from the date of payment, provided that the session has not been booked less than 24 hours before the scheduled session. After 30 days, the payment is no longer eligible for a refund.
Rescheduling
A booked session can be rescheduled at no additional cost if the request is made at least 24 hours before the scheduled session time. Requests made less than 24 hours before the session cannot be rescheduled, and the session will not be eligible for a refund.
If you have already used part of a package
If you have purchased a package and have already attended some of the sessions, the sessions you have completed will be charged at the applicable standard session price. The remaining eligible balance will then be refunded to the original payment method.
How your refund is processed
Once a refund is approved, Koott will process the refund within 7 days of the approved refund request. The time taken for the amount to appear in your account may vary depending on your bank, card issuer, payment gateway, or other payment provider.
What if you missed the cancellation or rescheduling deadline?
If you were unable to cancel or reschedule at least 24 hours before your scheduled session, the session will be treated according to our no-show/late cancellation policy.
2. How Long Your Package Stays Active
If you purchase a counselling package, your sessions must be used within the validity period applicable to that package.
Package & Validity
3 Sessions - 3 months Validity
6 Sessions - 6 months Validity
9 Sessions - 9 months Validity
The validity period starts from the date of purchase.
Any sessions remaining after the package validity period expires will automatically expire.
Expired sessions cannot be refunded, extended, or converted into another service.
We recommend scheduling your sessions regularly so you can make full use of your package within the validity period.
Important: Package validity and refund period are different
Your package validity determines how long you have to use your sessions.
Your refund window determines how long after payment you may request a refund.
For example, a 9-session package may remain valid for 9 months, but the payment may only be eligible for a refund within 30 days of purchase, subject to the conditions mentioned in this policy. Once the refund period has passed, the package may continue to remain active until its stated validity period, but the payment will no longer be eligible for a refund.
3. Upgrading to a Different Package or Service
You may upgrade to a higher-value service or package while your existing package is still active. Only upgrades are permitted. Downgrades are not permitted.
Upgrading a single session
If you have booked a lower-priced service and want to move to a higher-priced service, you may pay the difference between the two services. For example, if your existing individual session costs ₹1,000 and you wish to move to a couple session costing ₹1,500, you would pay the ₹500 difference.
Upgrading a package
If you have not used any sessions from your existing package, you can pay the difference between your current package and the higher package.
If you have already used some sessions, those completed sessions will first be valued at the applicable standard session price. The remaining amount paid toward your existing package will then be adjusted toward the upgraded package.
You may upgrade only while your package or plan is active.
Once your package has expired, it cannot be upgraded or refunded.
4. If You Do Not Show Up (No-Show)
When you book a counselling session, your therapist reserves that time specifically for you.
If you do not join your scheduled session:
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Your therapist will wait for 20 minutes from the scheduled start time.
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If you do not join within this period, the session will be marked as a no-show.
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A no-show session will be treated as a used session.
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No-shows are not eligible for a refund.
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After a no-show, you may be eligible to book another session at a 50% discounted rate, subject to availability and applicable terms.
We encourage you to contact Koott as early as possible if you know that you will not be able to attend your scheduled session.
5. If You Join Late
You are welcome to join your session after the scheduled start time. However, please keep the following in mind:
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Your session will still end at the originally scheduled time.
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The therapist may not be able to extend the session to compensate for the time missed.
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If you join more than 20 minutes late, the session may be treated as a no-show.
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No refunds, extensions, or partial credits will be provided because of late joining.
We recommend joining a few minutes before your scheduled session so you have enough time to settle in and resolve any technical issues.
6. If Your Koott Therapist Cancels
We understand that occasionally a session may need to be cancelled because of an unexpected situation on the therapist's side.
If your session cannot take place because of an issue on Koott's side or because your therapist is unable to attend, we will offer:
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A rescheduled session at no additional cost; or
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One complimentary counselling session.
If you prefer a refund instead, you may request a refund through the Koott support team.
If a refund is approved, it will be processed to the original payment method.
You will still retain the complimentary session if it has been offered as part of the resolution.
7. If There Is a Delay or Technical Issue on Our Side
Sometimes a session may be affected by a technical problem, platform issue, or unexpected delay on Koott's side.
If the session cannot be completed because of an issue on our side, we will:
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Reschedule your session at no additional cost.
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Provide one complimentary session where applicable.
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Review refund requests individually if you would prefer a refund instead.
If a refund is approved, it will be processed to your original payment method.
You will retain the complimentary session even if your refund is approved.
What if the technical problem is on your side?
If the issue is caused by your internet connection, device, browser, camera, microphone, or other equipment on your side, the session will generally continue to be treated as a booked session.
We recommend checking your internet connection and joining the session a few minutes early.
8. Concerns After a Session Is Completed
Once a counselling session has been completed, we generally do not offer refunds for that session.
However, we genuinely want to hear from you if you have concerns about the quality, experience, or conduct of a session.
If you feel that continuing with your current therapist is not the right fit for you, you may request a therapist change.
If you have remaining sessions in your package, you may continue using them with another available therapist without paying an additional fee, provided the new therapist has the same applicable pricing.
If you choose a therapist with a higher session fee, you will only be required to pay the applicable price difference.
Please contact the Koott support team with your concern. We will review the situation individually and do our best to reach a fair resolution.
9. A Few General Notes
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Approved refunds will be returned to the original payment method used for the purchase.
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Refunds are subject to the terms and conditions mentioned in this policy.
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Package sessions that have expired cannot be refunded, extended, or converted.
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Koott may update this policy from time to time.
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Any changes to this policy will become effective once they are published on the official Koott website.
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The cancellation, refund, and rescheduling terms applicable to workshops, group sessions, special programs, or other services may differ. Where different terms apply, they will be clearly communicated at the time of registration or purchase.
Need Help?
If you have a question about a cancellation, refund, rescheduling request, package, or session, please contact the Koott support team.
Koott
This policy is intended to explain Koott's general cancellation, refund, and rescheduling terms. Specific programs or services may have additional terms that will be communicated separately.