Cancellation and Refund Policy

This Cancellation and Refund Policy governs cancellations, rescheduling, and refunds for appointments booked with Numa Mindcare LLP ("Numa"), including telehealth sessions via WhatsApp, Google Meet, or in-person consultations.

1. Appointment Cancellation by Patient

a) Advance Notice Requirement

  • Patients may cancel or reschedule appointments at least 4 hours prior to the scheduled session.
  • Cancellations requests must be communicated via email, WhatsApp or phone contact provided by Numa. Rescheduling requests must be communicated via the user dashboard, or through email, WhatsApp or phone contact provided by Numa.

b) Refunds for Cancellations

  • If a patient cancels 4 hours or more in advance, the full amount paid will be refunded.
  • If a patient cancels less than 4 hours before the session, the session fee will be non-refundable, except in cases of emergency or as determined at Numa's discretion.

c) Missed Appointments

  • If a patient fails to attend a scheduled session without prior notice, the session fee will be forfeited.

2. Appointment Rescheduling

  • Patients may request to reschedule an appointment at least 4 hours in advance without penalty.
  • Numa will make reasonable efforts to accommodate rescheduling requests. However, appointment slots are subject to availability.

3. Cancellation by Numa or the Mental Health Professional

  • In the event that Numa or the attending mental health professional must cancel a session, patients will be:
    • Offered the option to reschedule at no additional cost, or
    • Provided with a full refund for the cancelled session.
  • Numa will provide reasonable notice of cancellations whenever possible.

4. Refund Process

  • Refunds will be processed using the same payment method used to book the appointment, unless otherwise agreed.
  • Refunds will be processed within 7–10 business days of confirmation of cancellation.
  • Numa is not responsible for delays caused by third-party payment processors.

5. Exceptions

Refunds may be granted outside this policy at the sole discretion of Numa in cases of:

  • Medical emergencies, natural disasters, or other unforeseen events.
  • Technical issues during telehealth sessions that prevent completion of the consultation.

6. Acknowledgment

By booking an appointment through Numa's Site or other platforms, you acknowledge that you have read, understood, and agreed to this Cancellation and Refund Policy.