Legal

Refund policy

This Refund Policy applies to all sessions booked through Therapy First Step, operated by ZS4 Welltech Private Limited (“we,” “us,” “our”).

Last updated: August 28, 2026

1. Full Refund Situations

You will receive a 100% refund, automatically processed as per Section 5, if:

  • We are unable to match you with a therapist within the stated time window
  • A technical issue on our end prevents your session from starting
  • Your therapist is unable to join the session and no alternative match is offered
  • You are charged in error or charged more than once for the same session

2. Session Completed

Once a session has started and you have connected with a therapist, the session fee is non-refundable, except in cases covered under Section 1. This reflects that the therapist's time has been allocated and the service has been delivered.

3. User-Initiated Cancellation

If you wish to cancel before being matched with a therapist, you may request a refund by contacting us at zs4.welltech@gmail.com before the match is confirmed. Once a therapist has been assigned and the session is in progress or completed, this section no longer applies — see Section 2.

4. Early Exit From a Session

If you choose to end a session early for personal reasons, the session fee is non-refundable, as the therapist's time and availability window have already been allocated to you.

5. How Refunds Are Processed

Approved refunds are typically processed within 24 hours. In rare cases involving payment gateway or bank-side delays, it may take up to 7 business days for the amount to reflect in your account. Refunds are issued to the original payment method used at checkout — we do not process refunds to a different account or payment method.

6. Disputes

If you believe a refund was incorrectly denied, you can write to us at zs4.welltech@gmail.com with your session ID and details. We aim to respond within 2 business days.

7. Not a Substitute for Emergency Care

This service is not designed for crisis intervention. If you are in a mental health emergency, please contact Tele-MANAS (1-800-891-4416) or your nearest emergency service immediately. Refund terms do not apply to situations involving crisis escalation, which are handled separately under our safety protocols.