Cancellation & No-Show Policy

This policy outlines the rules for canceling sessions, no-show situations, and refunds. It is designed to protect the rights of all parties - Clients, Professionals, and the Platform.

Important Note: All times are calculated according to the timezone shown in the booking details.

You can cancel your session anytime before it starts. Cancellation after the session has started is not possible.

Refund Policy:

✅ Cancel before session time: • 100% refund • Funds returned to your wallet immediately • You can rebook another session

❌ Cannot cancel: • After the session start time • If you've already joined the session • If you've already rescheduled the session (use reschedule again instead)

Note for Corporate Clients: • If your session is covered by your company, the refund goes to company wallet • The used sessions counter decreases by one

Professionals can cancel a session before it starts:

✅ 100% Refund: • Full amount returned to Client • No fees or deductions • Funds returned within 1-2 hours

❌ Cannot Cancel: • After the session start time • If the Client has already joined

Good Faith Policy: • We expect Professionals not to cancel without good reason • Frequent cancellations may affect your rating

Nafsia Clinic may cancel a session in these cases:

⚠️ Cancellation Reasons: • Critical technical issues • Violation of Terms of Use • Suspected illegal activity • Law enforcement request

Refund: • Client receives 100% refund • Professional receives 100% of their share • No platform fees

Notification: • You'll be notified immediately • Reason will be provided (if possible)

A no-show occurs when: • A party doesn't join within 15 minutes of start time • No prior notification is sent

Case 1: Professional No-Show + Client Shows • ❌ Session is canceled • ✅ Client receives 100% refund • ℹ️ Can be rescheduled or get credit

Case 2: Client No-Show + Professional Shows • ✓ Session counts as completed/attended • ❌ No refund for Client • 💰 Professional receives full payment • Amount counts as full payment

Case 3: Both No-Show • ✓ Session is canceled • ✅ Client receives 100% refund • ℹ️ Can be rescheduled

Rescheduling allows you to change your session time.

How to Reschedule: 1. Open session details 2. Click "Reschedule" 3. Choose a new available time 4. Confirm the change

When You Can Reschedule: ✅ Before the session (anytime) ✅ Up to 15 minutes after the scheduled time (if not joined)

When You Cannot: ❌ After you've joined the session ❌ More than 15 minutes after start time ❌ If the session was canceled

Difference Between Cancel & Reschedule: • Cancel: Funds returned (possibly with deduction) • Reschedule: Funds kept for new time, no deduction

How Refunds Work:

Steps: 1. Submit cancellation request 2. We calculate refund amount 3. Add to your digital wallet 4. Use for another session or request withdrawal

Refund Speed: • Your wallet: 1-2 hours • To your bank account: 2-5 business days (depends on bank)

Refund Fees: • Refund to wallet: Free • Refund to bank: Bank fees may apply (from your bank, not us)

Unclaimed Refunds: • If not used within 6 months, considered spent • Can request manual refund via support

If you disagree with a cancellation or refund decision:

Appeal Steps: 1. Contact customer support 2. Explain the situation with evidence 3. We'll review within 48 hours 4. You'll receive our decision in writing

Reasons for Appeal Approval: • Technical error on our part • Force majeure (internet outage) • Misconduct by the other party

File Formal Complaint: • Email: support@nafsiaclinic.com • WhatsApp: (available in app) • Hours: Saturday - Thursday, 9am - 6pm

Exceptional situations that may warrant refund:

⚠️ Technical Error: • Cannot access the session • Video/audio not working • Internet outage on our end

✅ What We Do: • Attempt reconnection within 5 minutes • If failed, session counts as canceled • 100% refund

🚨 Emergencies: • If Client needs to leave for emergency • If suddenly becomes ill • Can receive full refund (with approval)

Abuse Prevention: • Repeated cancellations without reason (>3 times) • May result in account suspension • Funds may be partially forfeited

If you're a Professional with a contract:

Cancellation Terms: • Must cancel 24 hours in advance • Without notice = financial penalty • Repeated cancellations may end contract

Good Faith Policy: • Stick to the schedule • Notify in advance of any conflicts • Mutual respect

For questions or disputes:

📧 Email: support@nafsiaclinic.com 📱 WhatsApp: (available in app) 🕐 Support Hours: Saturday - Thursday, 9am - 6pm

Response Time: • Immediate: WhatsApp (within 1 hour) • Email: 24-48 hours

Additional Info: • See Privacy Policy for data protection • See Terms & Conditions for full rights • For permanent account deletion: Data Deletion Policy