Cancellation Policy
You can cancel a booked session more than 24 hours before it starts and get a full refund of the session fee.
If you cancel 24 hours or less before the session starts, there is no refund. The therapist is still paid for the session.
Some therapists accept each booking before it is confirmed. You are not charged until your therapist accepts and you pay, so if you cancel before then, there is nothing to refund.
If you paid for a session but have not chosen a time for it yet and you cancel it, you get 70% of the session fee back.
If you do not choose a time within 30 days of paying, we cancel the session for you and refund the full session fee.
A session that is part of a paid package cannot be cancelled on its own. If you need to cancel one, contact [email protected]. If your therapist has not yet accepted your package request, or you have not paid for it, cancelling withdraws the whole package and you are not charged.
If you booked several sessions together that are not a package, each session is refunded by how far ahead it is when you cancel: more than 24 hours before it starts, a full refund; 24 hours or less, no refund. Once one of the sessions has taken place, the rest can only be cancelled one at a time.
If your therapist cancels a session, at any time, you get a full refund of the session fee.
If you miss a session without cancelling, there is no refund and the therapist is paid for it. Your therapist may choose to offer you a new time for it.
If your therapist does not join a session, we hold their payment for it. You can choose a new time for that session, which your therapist confirms, or contact [email protected] to ask for a full refund.
Rescheduling Policy
If your session is more than 48 hours away, you can move it to another open time on your therapist's calendar. The new time is confirmed straight away and there is no fee.
If your session is within 48 hours, your therapist has to accept the new time. Until they do, your original time stays booked. There is no fee.
You can reschedule each session up to 3 times.
If your therapist moves a session that is more than 24 hours away, the new time applies straight away. If the session is within 24 hours, you are asked to accept the new time first.
Refund Policy
You get a full refund of the session fee if you cancel more than 24 hours before the session, if your therapist cancels, or if we cancel a paid session because no time was chosen within 30 days. We do not take a processing fee from refunds.
If you paid with Paystack, the Paystack fee added at checkout is not refunded.
There is no refund if you cancel 24 hours or less before a session, or once a session has taken place. The therapist is paid for the session.
There is no refund for a session you miss without cancelling.
If you cancel a paid session before choosing a time for it, you get 70% of the session fee back. In other cases, such as when a session is cut short by technical problems, TranqBay may give a partial refund at its discretion.
If you have a TranqBay account, your refund is added to your TranqBay wallet as soon as the cancellation goes through, and you can use it to book future sessions. If your employer paid for part of the session, that part goes back to your employer.
If you booked as a guest, the refund goes back to the card you paid with. Your bank may take a few working days to show it.
Contact Information
If you have any questions or need assistance with cancellations, rescheduling, or refunds, please contact our support team at [email protected]
Conclusion
This policy aims to provide a clear and fair framework for managing cancellations, rescheduling, and refunds. By following these guidelines, clients can ensure a smooth experience on the TranqBay platform, while therapists can rely on consistent policies that protect their time and earnings. We reserve the right to modify this policy at any time. Users will be notified of any changes via email and the updated policy will be posted on our website.