Cancellations and refunds.

This policy covers payments made through the Safe Healing platform: therapy sessions, packages, subscriptions, and any add-on digital services. Safe Healing is an online marketplace connecting clients with independent, licensed psychologists, so refunds are administered by Safe Healing but always executed through the original payment processor to the same card or wallet that was charged.

Because services on Safe Healing are digital and appointment based (online video sessions, secure messaging, journaling tools), no physical goods are shipped and no shipping or delivery policy applies.

You can cancel or reschedule a booked session free of charge up to 24 hours before its scheduled start time, directly from your account. You can rebook at any later time subject to the psychologist's availability.

Late cancellations and no-shows

Cancellations made within 24 hours of the session, or no-shows (failing to join the session), may be charged at the full session rate. This respects the time the independent psychologist has reserved for you and could not offer to another client.

If something genuinely unavoidable happened (illness, family emergency, network failure on your side), email contact@safehealing.app within 48 hours. We'll review with the psychologist and act fairly.

You will receive a full refund (or a free reschedule, your choice) when:

• The independent psychologist cancels the session and a reschedule isn't suitable for you.
• The psychologist does not attend the session at the scheduled time.
• A confirmed platform outage on Safe Healing prevents the session from taking place.
• You were charged in error (for example a duplicate charge).
• Where applicable consumer law gives you a statutory right to a refund.

Refunds are generally not available for:

• Sessions that took place as scheduled, regardless of clinical outcome. Therapy is a service, not a guaranteed result.
• No-shows by you, or late cancellations inside the 24 hour window.
• Dissatisfaction with a psychologist's clinical opinion or approach. We will, however, help you switch to a different psychologist.
• Connectivity problems on your own device, network, or browser.

If you're unhappy with a session, email us. While a refund may not be the right remedy, we'll help you find a better fitting psychologist or address any conduct concerns.

If you're on a session package or subscription plan, it renews on the date shown in your account until you cancel. Cancel any time from settings. You'll keep access through the end of the billing period that has already been paid for.

Unused sessions inside a paid package can be used until the package expiry date shown at purchase. Unused sessions remaining after expiry are generally non refundable, except where Safe Healing is at fault (for example, no suitable psychologist could be matched).

Request a refund within 14 days of the charge by emailing contact@safehealing.app with:

• The email address associated with your Safe Healing account.
• The session date and time, or the transaction ID from your receipt.
• A brief description of the reason for the refund.

We aim to acknowledge your request within 24 hours and resolve it within 7 business days of receiving any information we need from you.

Approved refunds are issued to the original payment method used for the charge, via the same payment processor that handled the original payment. We do not send refunds to a different card, account, or wallet.

Refunds typically reach your card or wallet within 7 to 14 business days after we issue them, depending on your bank. International cards and certain wallets may take longer. We will not deduct administrative fees from approved refunds.

If you don't recognise a charge from Safe Healing, please email us first. We can usually resolve it faster than your bank. If you raise a chargeback before contacting us, we'll respond to the bank's investigation with the booking and attendance records on file. Confirmed fraudulent charges are refunded in full immediately.

If we change this policy in a material way, we'll notify active users by email before the change takes effect. The version applicable to any specific booking is the one in force on the date the booking was paid.

Refund questions or requests: contact@safehealing.app. Postal correspondence: 285 Lane G2, WAPDA Town Phase 1, Lahore, Pakistan.