Refund & Cancellation Policy

Once a payment has been made to Keptilon Wellness, it is not refundable. This applies to the introductory consultation fee, counselling session fees, clinical assessment fees, and rehabilitation programme fees, and it applies whether or not the session or programme is attended or completed.

It also applies if a residential programme ends earlier than planned, for any reason. Programme fees are not pro-rated and unused days are not refunded.

Please treat this as the deciding term before you pay. If you are unsure whether counselling is right for you, the introductory consultation and the free steps described below exist precisely so that nobody commits to full fees before they know.

Counselling starts with a paid introductory consultation (₹2,499) — a one-hour one-to-one session, paid online at booking and non-refundable like every payment here. After it, the discovery session with your matched counsellor is free, and re-matching to a different counsellor is free, as often as you need it.

For rehabilitation, the assessment conversation comes first and programme fees are shared with you after it. You are told the figure before anything is payable, and you are free to take that answer elsewhere.

Rescheduling is not a refund, and it remains free: move any session up to 24 hours before its start time, no reason needed.

Inside 24 hours we still try to accommodate genuine emergencies. Repeated late changes may use up the session fee, so that counsellors' time is respected.

Where a counsellor cannot attend, the session is rescheduled to the earliest slot that suits you, or reassigned to another counsellor at your choice.

Where an assessment concludes that we are not the right place for someone — including where withdrawal needs a hospital rather than a residence — we say so and help find the right care. Fees already paid remain non-refundable under this policy.

Counselling is paid for one session at a time. We do not sell mandatory multi-session packages, and we do not ask anyone to prepay a block of sessions — which is the main reason a refund would otherwise be needed.

If you believe a payment was taken in error — charged twice, charged the wrong amount, or charged for something you did not ask for — write to [email protected] with the payment reference. Errors of that kind are corrected; they are not covered by the non-refund term above.

Card and UPI payments are processed by our payment gateway. Where a payment fails but money leaves your account, the amount is reversed by the gateway or your bank under their own timelines, and we will help you follow it up.