Refund and Cancellation

TranquilMind Cancellation & Refund Policy

Welcome to TranquilMind, a mobile and online service provided by Avisk Private Limited, commonly referred to as "TranquilMind," "We," "Us," or "Our." All users ("User(s)" or "You/r"), including clients and subscribers, who access the Service are subject to these Terms of Service. You and Avisk Private Limited, a private limited company registered in India at Tower A, 402, Keshav Silver Lawm, Bhayli, Vadodara, India 391410 IN, are bound by the terms of this contract. The website www.tranquilmind.ai and all associated subdomains (hence referred to as "Website"), as well as the TranquilMind AI mobile application, AR orVR (a therapist prescribed or non-prescribed)-use immersive virtual reality system, web-based, and online apps (together referred to as "Mobile Software" or "TranquilMind App"), are owned and operated by Avisk Private Limited.

CANCELLATION & REFUND POLICY

1. Session Payment

Before accessing “TRANQUILMIND” services, the client must settle all applicable payments

Payments can be made via Internet Banking, UPI Payments, Debit/Credit Cards or Payment Links.

The User agrees and accepts that all nuances and modalities relating to making payment using internet banking/ debit cards/credit cards, UPI or payment wallets ("Virtual Payment Mode") shall be separately governed by arrangement(s) / terms and conditions between the User and the relevant banks or payment gateways. We shall not be responsible, in any manner whatsoever, for any liability that may arise with the Virtual Payment Modes (including any fraudulent transaction).

While availing any of the Virtual Payment Modes available on the Website, we will not be responsible or assume any liability, whatsoever in respect of any loss or damage arising directly or indirectly to You due to (a) lack of authorization for any transactions; (b) any payment issues arising out of the transaction or (c) decline of such transaction for any reason.

You understand, accept and agree that the payment facility provided by us is neither a banking nor financial service.

“TranquilMind” reserves its right to revise the charges for Services, at any time, without the requirement of any prior intimation to the User. Any such change shall be binding and effective on the User.

Confirmation of the customer’s session booking is contingent upon the receipt of payment by “TRANQUILMIND”.

If the customer is introduced to “TRANQUILMIND” via association with a third party, besides any sessions covered in the affiliation with the partner, payment is necessary to confirm the customer’s session booking.

All purchases remain valid as agreed during time of purchase.

Session fees are determined basis the practitioners’ qualifications, and several other criteria, occasionally subject to agreement with the affiliated partner

2. Cancellation, Rescheduling, and Refund Policy:

At “TRANQUILMIND”, we prioritize providing best of our services for user satisfaction. Our cancellation and refund policy aims to ensure utmost flexibility for users.

a) Cancellations:

If the customer reaches out to the “TRANQUILMIND” support team or the practitioner and intimates the cancellation request more than 24 hours before the session start time, the customer shall be eligible for a full 100% refund to their original mode of payment.

If the customer reaches out to the “TRANQUILMIND” support team or the practitioner and is intimated of the cancellation request less than 24 hours before the session starts, the customer will not be eligible for a refund.

In case the “TRANQUILMIND” practitioner cancels a session, the customer is eligible for a full 100% refund to their original mode of payment or can choose to reschedule their appointment to an alternate time available with any “TRANQUILMIND” practitioner whose session of equal or lesser session price.

In exceptional circumstances, the “TRANQUILMIND” team or practitioner may allow cancellations initiated less than 24 hours before the session start time, on a case-by-case basis.

b) Reschedules:

In case the customer reaches out to the “TRANQUILMIND” support team or the practitioner and intimates of the rescheduled request more than 2 hours before the session start time, such a request will be accommodated as per the practitioner’s availability.

In case the customer reaches out to the “TRANQUILMIND” support team or the practitioner and intimates of the rescheduled request less than 2 hours before the session start time, such a request will not be accommodated as the practitioner’s time has been blocked.

In case the “TRANQUILMIND” practitioner reschedules a session, the customer can choose to reschedule their appointment to an alternate time available with any “TRANQUILMIND” practitioner whose session is of equal or less session price. The customer is eligible for a full 100% refund to their original mode of payment if they so wish.

In exceptional circumstances, the “TRANQUILMIND” team or practitioner may allow reschedules initiated less than 2 hours before the session start time, on a case-by-case basis.

3. No Show Policy:

An appointment will be considered a no show if either the customer or the “TRANQUILMIND” practitioner does not join the session link within 10 minutes of the agreed start time.

In case the customer does not show up within the first 10 minutes, the therapist is not obliged to wait further for the customer and no refunds or reschedules will be entertained.

4. Refunds:

In the unlikely event that a client is not satisfied with the services received, they can reach out to the “TRANQUILMIND” support team at connect@tranquilmind.ai. These concerns will be reviewed on a case-by-case basis and a refund may be granted based on findings. The decision of “TRANQUILMIND” on any such matter shall be final and binding.

In case, of technical difficulties during or at the time of the session, “TRANQUILMIND” will check with their service providers. If the case is adjudged by “TRANQUILMIND” to be genuine, the appointment shall be rescheduled. However, the Customer shall not be entitled to a refund on account of technical difficulties at the time of the session.

5. Consultation Sessions

Payments

All applicable payments should be made prior to availing TranquilMind services.
The user's session booking(s) will not be confirmed till the payment is received by TranquilMind.
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 TranquilMind's association with your organisation, the user's session booking(s) will not be confirmed till the payment is received by TranquilMind.
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 organisation, beyond their included sessions, the fee per session is dependent on the selected psychological wellness expert and specific arrangements with their organisation.

6. Fee Information

Users have the option to subscribe to different plans in order to unlock features. We offer subscriptions for the self-help plans (Plus plan) as well as for professional support over the plan (Pro plan). Together, they are referred to as our Premium plans.

We may offer access to our Premium plans based on different billing cycles: monthly, quarterly, and annual. All payments for our Premium plans are managed entirely by Google Play Store or App Store, and the transaction takes place between Google Play/App Store and the user.

All payments have to be made at the start of the billing cycle in order to unlock the premium plans. For the monthly plan, users will be charged every month. For the quarterly plan, users will be charged at the start of every quarter. For the annual plan, users will be charged once for the whole year.

We may offer introductory discounts and free trials on our different plans from time-to-time. Introductory discounts are typically provided once for each plan type (for example, Monthly Plus plan). In case of introductory discounts, please note that the offer is applicable for the first billing cycle only; regular prices will be charged from the next billing cycle. Free trials are only offered once for each user. We do not offer free trials on the Pro subscription.

The in-app subscription packages are automatically renewed unless cancelled by the user through Google Play Store (for our Android app) or through Apple Store (for our iOS app). The monthly plan will be renewed every month, the quarterly plan will be renewed every 3 months and the annual plan will be renewed every year.

If users wish to cancel an app subscription, they can do so by opening the TranquilMind app, opening Settings, and clicking on Subscriptions. They will be able to view an option called 'Manage Subscriptions', which will lead them to Google Play Store or Apple AppStore, from where they can cancel any subscription that is currently active.

Any refunds, if applicable, are processed by Google Play Store or Apple App Store at their discretion. The refund amount is decided by Google Play Store or Apple App Store in keeping with their respective policies and guidelines.

Users who face difficulties with cancellation or have questions about refunds can write to us at connect@tranquilmind.ai