Refund Policy -Therapistsg | Best Online Therapy Singapore
1. Introduction
This document outlines the official refund policy for TherapistSG.com, Singapore’s leading online therapy and counseling platform. Our refund policy is designed to maintain transparency and fairness while ensuring high-quality service delivery. By making a booking with TherapistSG.com, clients agree to the terms and conditions outlined in this policy.
2. General Refund Guidelines
2.1 Eligibility for Refunds
TherapistSG.com offers refunds under limited circumstances as detailed in this policy. All refund requests will be evaluated on a case-by-case basis according to the following guidelines.
2.2 Refund Processing
Approved refunds will be processed within 7-10 business days
Refunds will be issued using the original payment method used for booking
Any applicable bank charges or transaction fees may be deducted from the refund amount
3. Specific Refund Conditions
3.1 Therapist Assignment
No Refunds After Therapist Assignment:
Once a therapist has been assigned to a client, no refunds will be processed
This policy applies regardless of whether the first session has taken place
Therapist Reassignment Option:
If a client is dissatisfied with their assigned therapist, they may request a change to another qualified therapist on our platform
Therapist reassignment requests must be submitted after the first session and before scheduling a second session
Reassignment requests do not qualify for refunds
3.2 Delayed Therapist Assignment
Eligible for Refund:
If TherapistSG.com fails to assign a therapist within 72 hours (3 business days) of booking confirmation and payment
Client must submit a refund request within 24 hours after the 72-hour assignment period expires
Process for Delayed Assignment Refunds:
Submit a refund request via email to [email protected]
Include booking reference number and payment confirmation
State “Delayed Therapist Assignment” in the subject line
Full refund will be processed within 7-10 business days
3.3 Package Validity and Unused Sessions
No Refunds for Expired Packages:
Therapy packages have specific validity periods from the date of purchase
No refunds will be provided for unconsumed sessions after the validity period expires
It is the client’s responsibility to schedule and complete all sessions within the validity period
Validity Periods:
Single Session: Must be used within 30 days of purchase
4-Session Package: Must be used within 90 days of purchase
7-Session Package: Must be used within 180 days of purchase
4. Session Duration Policy
4.1 Standard Session Duration
The standard therapy session is 60 minutes in duration
Session time is tracked and monitored by our system
4.2 Variable Session Length
Sessions may sometimes exceed the standard 60-minute duration based on therapeutic necessity and therapist discretion
Sessions may occasionally be shorter than 60 minutes if therapeutic goals are achieved earlier
Minutes will be counted and recorded after each session
4.3 No Refunds for Session Duration Variations
No partial refunds will be provided for sessions that conclude before 60 minutes
No additional charges will be applied for sessions that extend beyond 60 minutes
5. Exceptional Circumstances
5.1 Technical Failures
If a session cannot be completed due to technical failures on TherapistSG.com’s platform, the session may be rescheduled at no additional cost
Technical issues must be reported immediately to [email protected] for verification
5.2 Medical Emergencies
In cases of documented medical emergencies preventing attendance, session validity may be extended at management’s discretion
Medical documentation may be required
No monetary refunds will be provided
6. How to Request a Refund
For eligible refund requests (delayed therapist assignment only):
Email [email protected] with subject line “Refund Request – [Booking Reference]”
Include full name, booking date, and payment details
Clearly state the reason for the refund request
Attach any relevant supporting documentation
7. Contact Information
For any questions regarding this refund policy, please contact:
Email: [email protected]
Response Time: Within 24 business hours
8. Policy Updates
TherapistSG.com reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. Clients are encouraged to review the refund policy periodically for updates.
Last Updated: May 8, 2025
By booking services with TherapistSG.com, clients acknowledge that they have read, understood, and agree to this refund policy.