Therapy Sessions

Payments

• All applicable payments should be made prior to availing Susthaa services.
• The user’s session booking(s) will not be confirmed till the payment is received by Susthaa.
• 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 Susthaa’s association with your organisation, the user’s session booking(s) will not be confirmed till the payment is received by Susthaa.
• 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.

Cancellation, Reschedule and Refund

As an online psychological wellness platform, Susthaa strives to provide the user with the best possible service in order to maximise user satisfaction. Keeping that in mind, Susthaa’s 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

Susthaa 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 Susthaa to reschedule with respect to the scheduled time of the session and is explained in the table below.

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.

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 Susthaa 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 office@susthaa.com

Cancellation by Susthaa Expert

If the session is cancelled by the Susthaa expert, the user will receive a session credit on their account on the Susthaa 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 office@susthaa.co

Session Delayed/Technical Issues

If, due to an unforeseeable reason from Susthaa’s end, a booked session is not completed in its entirety by the Susthaa expert, the user may write to Susthaa at office@susthaa.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 unutilised 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.

For example, considering a session fee of INR 1000, if the user has a 10+2 Session Package active, the first 7 sessions will be charged at INR 6000.00 in total as per the 6+1 Session Package and not at INR 7000.00 as per the Single Session price.

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.

Upon initiating the package cancellation and refund request, the refund amount for the package- based on how many sessions were completed- will be processed as per the following table.

Please note, the following calculation is provided as a guide, considering a session fee of INR 1000. Actual refunds can vary depending on the session fee for the selected expert among other factors.

In the above example, if the user has a 10+2 Session Package active and has completed 4 sessions, the eligible refund on package cancellation would be 6000.

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.

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.

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.

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