Consultation Sessions

Payments

• All applicable payments should be made prior to availing “The Free Souls” services.
• The user’s session booking(s) will not be confirmed till the payment is received by “The Free Souls”.
• If you are accessing our services through a third-party or your organisation, beyond any sessions that might be offered to you as part of “The Free Souls” association with your organisation, the user’s session booking(s) will not be confirmed till the payment is received by “The Free Souls”.
• All purchases expire one year from the date of purchase.

Fee Information

• For individual users, the fee per session is dependent on the selected psychological wellness expert.
• For users who are accessing sessions through their organization, beyond their included sessions, the fee per session is dependent on the selected psychological wellness expert and specific arrangements with their organization.

Cancellation, Reschedule and Refund

As an online psychological wellness platform, “The Free Souls” strives to provide the user with the best possible service in order to maximise user satisfaction. Keeping that in mind, “The Free Souls” cancellation and refund policy ensures the highest possible flexibility for the user.

The user has the flexibility to

• Reschedule the session
• Cancel the session
• Claim a refund on the cancelled session

Session Reschedule

“The Free Souls” provides the user with the flexibility to reschedule their sessions to a later time. Any rescheduling request will be processed based on the time at which the user requests “The Free Souls” to reschedule with respect to the scheduled time of the session and is explained in the table below.

Initiation of Session Reschedule	Session Refund provided to the User
At least 24 hours in advance of the scheduled session	Free Reschedule
Within 24 hours of the scheduled session	Needs to be booked as a new session and make payment for the same if applicable

Session Cancellation and Refund

Cancellation By The User

The user can cancel the session and claim a refund in one of the two means offered:

• Session Refund
• Cash Refund, in case the user has made a payment for the session

The refund amount provided to the user will be based on when the cancellation was initiated and is explained in the table below.

Initiation of Session Cancellation	Session Refund provided to the User
At least 24 hours in advance of the scheduled session	100% Session Refund or, if applicable, 100% Cash Refund
Within 24 hours of the scheduled session	No Session Refund

For sessions cancelled at least 24 hours in advance, at the time of cancellation, the user has three options:

• Book a new session at the time of the cancellation with the same expert;
• Take a session credit on the user’s account on the “The Free Souls” platform. This session credit can be used within the validity period to book a session with the same expert;
• Take a refund back to the user’s original method of payment, in cases where the user has made a payment for the session, by writing to thefreesoulsindia@gmail.com

Cancellation by “The Free Souls” Expert

If the session is cancelled by the “The Free Souls” expert, the user will receive a session credit on their account on the “The Free Souls” platform, regardless of the time at which the cancellation was done. This session credit can be used within the validity period to:

• Book a session with the same expert within the validity period
• Claim a cash refund for this session credit within the validity period, if the user made a payment to book the session, by contacting thefreesoulsindia@gmail.com

Session Delayed/Technical Issues

If, due to an unforeseeable reason from “The Free Souls’s” end, a booked session is not completed in its entirety by the “The Free Souls” expert, the user may write to “The Free Souls” at thefreesoulsindia@gmail.com. Refunds will be handled on a case-to-case basis.

Session Packages

In cases where the user has booked a multi-session package available on our platform, refund can only be initiated on the entire package or the unutilized part of the entire package. In this case, the sessions that have already been completed will be charged at the price of the next highest package (if applicable) so that the user gets the lowest price per session possible.

If there are upcoming session bookings from the package, the user cannot cancel and claim a refund on the package. The session bookings have to be completed or cancelled before a package cancellation can be initiated.

The cash refund will be processed within 14 days. Please note that, depending on the bank, it might take longer for the amount to reflect in the user’s account.

Users who face difficulties with cancellation or have questions about refunds can write to us at thefreesoulsindia@gmail.com.