Refund Policy

Last updated: 1 April 2026

This Refund Policy sets out the terms on which refunds are considered for bookings made with TherapistSG. It is designed to be fair, transparent, and consistent with our Terms and Conditions. By making a booking, you agree to this Refund Policy. Where any inconsistency arises, the refund terms in our Terms and Conditions govern.

1General Principles

TherapistSG is provided by a group of platforms operated by Iacademia International, with operations across the Asia-Pacific region and head office functions located outside Singapore, including in Thailand, India, and Malaysia. Bookings are provided on a cross-border basis. Our services are personalised and professional, and on booking and payment, capacity is reserved and clinical resources are allocated to you. Refunds are therefore considered only in limited circumstances, and always at our discretion, as set out below.

A refund requested only on the basis that a practitioner has not yet been assigned is not a valid ground for a refund. Such a request disregards the intake form evaluation, the payment gateway and processing fees already incurred (including Stripe), and the matching work that begins from the moment of payment. The absence of an assigned practitioner at an early stage does not mean that no service, cost, or effort has been provided.

2Standard Refund Processing Charge

Any deduction lower than 15% is considered only on a case by case basis, is entirely at the sole discretion of TherapistSG, and does not create a precedent, expectation, or entitlement for any future request.

3Non-Refundable Situations

The following situations are not eligible for a refund:

• A refund requested after payment but before a practitioner is assigned. Intake evaluation, payment processing fees (including Stripe), and matching begin automatically on payment, so this alone is not a valid basis for a refund (see Section 1).
• A practitioner has been assigned to you.
• Change of mind after a practitioner has been assigned.
• Dissatisfaction with an assigned practitioner. A reassignment option may be offered subject to availability, but no refund applies.
• Expired package validity.
• Client cancellation or no-show, including cancellations made less than 24 hours before a scheduled session.
• Session duration variations, as sessions may run slightly shorter or longer as clinically appropriate.
• Requests based on a practitioner's nationality, cultural or ethnic origin, religion, language, name, or identity.
• Gender-based preference requests that cannot be accommodated due to availability.
• Cross-border transaction, currency conversion, or bank-imposed fees charged by your bank or card network.

4Therapist Assignment

If a practitioner has been assigned and you are dissatisfied for any reason, TherapistSG is not liable to change the practitioner and is not obligated to provide a refund. Where no alternative practitioner is available, you are required to attend your session with the assigned practitioner. We will make reasonable efforts to accommodate your needs, on the understanding that assignments reflect the most suitable available professional and are made in your best interest.

5Change of Therapist and Preferences

Requests to change your practitioner are handled solely at the platform level and remain subject to availability. We offer you the flexibility to request a change; however, we hold the final and binding decision, and availability determines the outcome. A change request does not qualify for a refund. Gender-based preferences are accommodated only where availability allows and, where they cannot be accommodated, do not entitle you to a refund. Requests based on a practitioner's origin or identity are not accepted, as set out in our Terms and Conditions.

6Delays in Assignment

Any 72-hour or similar reference period is a discretionary service target only. It begins from the point at which you share your Signal username with us, and is not a guarantee. We do not rush the assignment process, and securing a suitable match can take time. A delay does not automatically create a right to a refund. Whether a refund is granted in connection with a delay rests entirely within our discretion, and where any such refund is granted, the minimum 15% deduction applies to cover Stripe and other processing and administrative fees already incurred.

7Package Validity

8Cancellation and No-Shows

Cancellation or rescheduling must be done at least 24 hours before the scheduled start time. Where a session is cancelled less than 24 hours in advance, or where you do not attend, the session is treated as consumed and no refund applies. Any waiver of this rule rests with the practitioner. A practitioner may, due to urgency or an emergency, ask to adjust or reschedule a session; this does not entitle you to a refund.

9Session Duration

The standard session runs for 60 minutes. Sessions may run slightly shorter or longer as clinically appropriate. No partial refund applies where a session concludes before 60 minutes, and no additional charge applies where a session runs longer; additional minutes are deducted from your remaining or next package.

10Cross-Border and Bank Fees

Because bookings are processed on a cross-border basis, your bank or card issuer may apply cross-border transaction fees, foreign currency conversion charges, or similar bank-imposed fees. These are charged by your bank or card network, not by us, are outside our control, and are not refundable by us.

11Exceptional Circumstances

Where a session cannot be completed due to a verified technical failure on our side, we will reschedule it at no additional cost. In cases of documented medical emergencies preventing attendance, package validity may be extended at our discretion, and documentation may be requested. No monetary refund is provided in these situations.

12How to Request a Refund

For any refund request that you believe is eligible:

1. Email us at [email protected] with the subject line "Refund Request".
2. Include your full name, booking date, and payment confirmation.
3. State clearly the reason for your request.
4. Attach any relevant supporting documentation.

Approved refunds are issued to the original payment method and are typically processed within 7 to 15 business days, subject to your bank or card provider. The applicable minimum deduction is applied before the refund is issued.

13Disputes and Chargebacks

Before initiating any payment dispute, reversal, or chargeback with your bank or card provider, you agree to first raise the matter with us in writing and allow a resolution window of seven (7) business days. Where a payment falls under a non-refundable situation, the corresponding services have been reserved or rendered, and you waive the right to reverse that payment through a chargeback. We reserve the right to contest any dispute and to submit this policy, our Terms and Conditions, your intake and payment records, session and minute logs, and related correspondence as supporting evidence. Refund demands pursued through threats, harassment, or coercion do not create or strengthen any entitlement to a refund.

14Contact

• Email: [email protected]
• Alternative email: [email protected]
• Response time: within 24 business hours

Last updated: 1 April 2026