5. Booking, Cancellation, and Payments
5.1 Appointment Booking
Patients may book Sessions with available Practitioners through the Platform. All appointments are subject to Practitioner availability and confirmation. Mindswell does not guarantee the availability of any specific Practitioner.
5.2 Cancellation and Rescheduling
- Cancellations made more than 24 hours before the scheduled Session are eligible for a full refund or rescheduling without charge.
- Cancellations made between 12 and 24 hours before the Session may be charged a cancellation fee of up to 50% of the Session fee.
- Cancellations made less than 12 hours before the Session or no-shows will generally not be eligible for a refund.
- Mindswell reserves the right to modify the cancellation policy with prior notice.
5.3 Payments
All payments for Sessions are processed through secure third-party payment gateways. Mindswell is not responsible for any payment failures, delays, or errors attributable to payment gateways or banking systems. By making a payment, you authorize the applicable payment processor to charge the designated payment method. In accordance with Reserve Bank of India directions on storage of payment system data, payment transaction data relating to Users in India will be stored only on systems located in India.
5.4 Refunds
Refund requests must be submitted within 7 days of the relevant Session or transaction. Mindswell will review requests and process eligible refunds within 10–15 business days. Mindswell's decision regarding refunds shall be final and binding, subject to applicable consumer protection laws.
5.5 Practitioner Payouts
Practitioners shall receive payouts for completed Sessions in accordance with the Practitioner Agreement separately entered into between the Practitioner and Mindswell. Mindswell may deduct applicable service/platform fees and taxes before remitting payouts.