In short
Refunds are processed within 24 hours, no questions asked. If there's a payment gateway or bank-side issue, it can take a maximum of 7 business days.
Full refund situations
You will receive a 100% refund, automatically processed as per the section below on how refunds are processed, 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; or you are charged in error or charged more than once for the same session.
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 Full Refund Situations above. This reflects that the therapist's time has been allocated and the service has been delivered.
User-initiated cancellation
If you wish to cancel before being matched with a therapist, you may request a refund by contacting us at support@zs4welltech.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 Session Completed above.
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.
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.
Disputes
If you believe a refund was incorrectly denied, you can write to us at support@zs4welltech.com with your session ID and details. We aim to respond within 2 business days.
What a session covers
Therapy First Step sessions are general counselling for emotional support with a registered therapist. They do not include diagnosis, medicine, prescriptions, or psychiatric or clinical treatment.
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.
Last updated: 15 October 2026