Cancellation, Refund & Rescheduling Policy
Our Cancellation, Refund & Rescheduling Policy has been updated on 14th March, 2026.
At Oppam, we are committed to providing ethical, compassionate, and high-quality mental health support. To ensure that both clients and consultants are able to plan sessions responsibly and respectfully, the following guidelines apply to all therapy services booked through the Oppam platform.
This policy helps protect the time and effort invested by both clients and mental health professionals while maintaining transparency in service delivery.
Definitions
For the purpose of this policy:
Consultant
Refers to the qualified mental health professional providing therapy services through Oppam.
Client
Refers to any individual who books or receives services through the Oppam platform.
Session
Refers to a scheduled therapy appointment of 50 / 60 / 90 minutes, unless otherwise specified.
Company / Oppam
Refers to the Oppam platform facilitating therapy services.
Cancellation & Rescheduling
Client-Initiated Cancellation or Rescheduling
If a client needs to cancel or reschedule a session:
- The Oppam Support Team must be informed at least 24 hours prior to the scheduled session time.
- All requests must be made through the official Oppam Chat Support channel.
Providing sufficient notice allows consultants to manage their schedules and offer the slot to other clients who may need support.
Late Cancellations (Within 24 Hours)
If a cancellation or rescheduling request is made within 24 hours of the scheduled session:
- The session will not be eligible for refund or rescheduling.
- The session will be considered utilised.
This policy is necessary to respect the professional time reserved for the session.
If Oppam Reschedules a Session
In the rare situation where a session must be rescheduled due to consultant unavailability or operational reasons within 24 hours of the scheduled time:
- The session will be rescheduled at no additional cost, and
- One complimentary session credit will be added to the client’s therapy wallet.
Rescheduling in such cases will be facilitated by the Oppam team to ensure minimal disruption to the client’s therapeutic journey.
Refund Policy
Refunds may be considered only under the following conditions:
- The service has not yet been availed
- The refund request is made within one (1) month from the date of payment.
Refund requests submitted after this period will not be eligible.
Clarification: Future-Scheduled Sessions
If a client makes payment and schedules a session for a future date:
- A refund may be requested before the session is attended, provided the request follows the 24-hour cancellation policy.
- The one-month refund eligibility period begins from the date of payment.
- Once a session has been attended, refunds will not be applicable.
Package Validity
Therapy packages must be used within the validity period below:
| Package Type | Validity |
|---|---|
|
Up to 5 Sessions / Individual Sessions |
3 Months |
|
Up to 10 Sessions |
6 Months |
|
More than 10 Sessions |
12 Months |
Refund requests made after the validity period will not be eligible.
Refund for Unused Sessions (Packages)
If a client chooses to discontinue a therapy package before completing all sessions:
- Completed sessions will be recalculated at the standard individual session rate.
- The remaining unused sessions may be refunded after adjustment.
Refund eligibility will still be subject to the one-month period from the date of payment.
Alternatively, clients may choose to retain the unused balance as per the package validity period.
Workshops & Group Sessions
Workshops, group sessions, or special programs may have separate cancellation and refund terms, which will be clearly communicated at the time of registration.
Refunds will only be issued if cancellation occurs within the specified timeframe mentioned for the program.
No-Show Policy
If a client fails to attend a scheduled session without prior notice:
- A ₹599 rescheduling fee will apply.
- The session amount will not be refunded.
If a client does not attend a scheduled session without prior notice:
If a client fails to attend a scheduled session without prior notice:
- A ₹599 rescheduling fee will apply to book another slot.
- The original session amount will not be refunded.
This policy ensures that the consultant’s reserved time is respected.
Exceptional Circumstances
Oppam understands that genuine emergencies can arise.
Exceptional circumstances may include:
- Medical emergencies or hospitalisation
- Bereavement of an immediate family member
- Serious unforeseen events beyond the client’s control
In such situations:
- The client should inform Oppam as soon as possible, along with reasonable supporting details.
- Requests will be reviewed on a case-by-case basis.
Based on the review, Oppam may decide to:
- Reschedule the session
- Provide a session credit
- Mark the session as forfeited
Please note that refunds are not automatically guaranteed under this clause.
Consultant-Initiated Discontinuation
Refunds will not be provided if services are discontinued due to:
- Ethical concerns;
- Violations of therapeutic boundaries; or
- Conduct by the client that makes continuation inappropriate, as determined by the Consultant and/or the Company.
In certain situations, therapy services may need to be discontinued due to:
- Ethical considerations
- Violation of therapeutic boundaries
- Behaviour that makes continuation of therapy inappropriate
Such decisions will be made by the Consultant and/or Oppam in line with professional and ethical standards.
Refunds will not be applicable in these circumstances.
Refund Processing
For approved refund requests:
- Refunds will be processed within 7 working days.
- Refunds will be issued via bank transfer to the client’s registered bank account.
- Clients may be required to share accurate bank details.
Oppam will not be responsible for delays caused by:
- Incorrect banking information
- Payment gateway processing timelines.
Contact Information
For cancellations or rescheduling:
Please contact our Chat Support Team.
For policy-related queries:
📧 [email protected]
