LEGAL
Refund & Cancellation Policy
Last updated: 26 June 2026
1. Single session bookings
Cancel 24 hours or more before your session
You receive a full refund to your original payment method. There is no cancellation charge.
Cancel less than 24 hours before your session
The session fee is non-refundable. The slot was reserved for you and your provider's time was held, so it cannot be refunded. We do not charge any additional cancellation fee.
If you do not attend (no-show)
The session fee is non-refundable, for the same reason — the reserved time cannot be returned. There is no separate penalty or fee.
If we or your provider cancel your session
You are never left out of pocket. You can either rebook another session at no charge (a free-rebook credit is added to your account, which never expires), or request a full refund to your original payment method — the choice is yours. You can switch from the credit to a refund at any time from your Bookings page.
2. Subscription plans
2-day free trial
Your subscription begins with a 2-day free trial. You are not charged during the trial, so you can explore the plan at no cost. If you do not wish to continue, cancel before the trial ends and you will not be charged.
After the trial — no mid-period refund
Once a paid subscription period begins, the subscription fee is prepaid and non-refundable for that period. If you cancel, your plan stays active with full benefits until the end of your current paid period, and is not renewed afterwards. We do not issue partial or pro-rated refunds for a period already started.
No automatic charges after cancellation
Cancelling stops any future billing. You will never be charged again automatically after you cancel — access simply ends when your current paid period finishes.
3. Home visit bookings (legacy)
Home visits are not currently offered as a bookable service. For home visits booked before this change, the same cancellation rules as above apply: cancel 24 hours or more before for a full refund; cancellations within 24 hours or no-shows are non-refundable; and if we or your provider cancel, you receive a free rebook or a full refund of your choice.
4. AI assessment fee
The AI assessment is currently free. No refund applies. If we introduce paid AI features, refund terms will be added here.
5. Dissatisfaction with service quality
If you are genuinely dissatisfied with a session, contact us within 24 hours of the session. We will:
- Review the session details and feedback.
- Discuss with the assigned provider.
- Offer either a full refund, a free re-do session with a different provider, or a credit — at our discretion based on the situation.
We resolve such cases within 7 working days.
6. How to request a refund
Most refunds are automatic:
- If you cancel a session 24 hours or more before it starts, your refund is initiated automatically — you do not need to request it.
- If we or your provider cancel your session, open your Bookings page: you can choose “Book free” to rebook at no charge, or “Get refund” to have your payment returned.
- For any other refund query, email physenta@gmail.com with your booking ID, or contact our Grievance Officer using the details below.
7. Refund processing time
- Approved refunds are initiated within 2 working days.
- Refunds appear in your original payment method within 5-7 working days — bank processing times vary.
- UPI refunds typically appear within 24 hours.
- Credit/debit card refunds may take up to 7 working days depending on your bank.
If you don't see your refund after 10 working days, email physenta@gmail.com with your booking ID and transaction reference.
8. Non-refundable situations
Refunds are NOT available for:
- Sessions completed in full (you received the service).
- Disputes raised more than 7 days after the session.
- Issues caused by your own internet or device problems during video calls.
- Subscription periods already consumed before cancellation.
- Fraudulent refund requests — we reserve the right to investigate and decline.
9. Chargebacks and disputes
Before initiating a chargeback with your bank or card issuer, please contact us at physenta@gmail.com. We aim to resolve all genuine concerns within 7 working days.
For unresolved disputes, you may approach the National Consumer Helpline (1915) or the relevant consumer dispute redressal commission under the Consumer Protection Act, 2019.
10. Company details and Grievance Officer
Physenta is operated by DocSynject Private Limited. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer details are below. We acknowledge every complaint within 48 hours and work to resolve it within one month.
11. Contact
For any refund or cancellation question:
- Email: physenta@gmail.com
- Response time: within 24 hours on working days