Refund, Cancellation and Rescheduling Policy

Website: anukushwaha.com
Service provider: Anu Kushwaha
Effective date: 01 August 2026
Last updated: 04 August 2026

This Refund, Cancellation and Rescheduling Policy applies to one-to-one consultations, wellbeing sessions, programmes, workshops and other appointment-based services booked through anukushwaha.com.

By making a booking or payment, you confirm that you have read and accepted this policy.

1. General non-refund policy

Payments made for confirmed appointments are generally non-refundable because your selected appointment time is reserved exclusively for you.

However, this policy does not limit any refund, remedy or consumer right available under applicable Indian law.

A refund may be provided where:

• I cancel the appointment and cannot offer a suitable alternative;
• The paid service cannot be delivered due to circumstances within my control;
• A duplicate or incorrect payment has been collected;
• Payment has been received but the booking cannot be confirmed;
• The service delivered is materially different from the service described or agreed;
• A serious technical failure attributable to my systems prevents delivery of the session and no reasonable alternative can be arranged; or
• Applicable law requires a refund or another remedy.

2. Rescheduling by the Client

You may reschedule an appointment once without losing the amount paid, provided that:

• You submit the request at least 24 hours before the scheduled start time;
• A suitable alternative appointment is available;
• You use the same service and session duration; and
• The rescheduled appointment takes place within 90 days of the original appointment date.

Any difference in price resulting from an upgrade, longer session or different service must be paid before the new appointment is confirmed.

A second rescheduling request may require an additional fee or a fresh booking unless exceptional circumstances apply.

3. Late cancellations

A cancellation or rescheduling request made less than 24 hours before the appointment may be treated as a late cancellation.

The payment may be forfeited because the reserved appointment may not be offered to another Client at short notice.

However, genuine medical emergencies, bereavement or other serious and unavoidable circumstances may be considered individually. Supporting information may be requested where reasonably necessary.

4. Missed appointments and no-shows

If you do not attend the appointment and have not provided the required notice, the session will normally be treated as completed.

No refund or free rescheduling will normally be provided for:

• Failure to attend;
• Forgetting the appointment;
• Entering an incorrect date or time;
• Failure to account for a time-zone difference;
• Failure to check the confirmation email;
• Being unavailable at the agreed time; or
• Joining so late that the session cannot reasonably proceed.

5. Late arrival

If you join late, the session may still end at the originally scheduled time to avoid affecting another Client’s appointment.

The full session fee will remain payable.

If I start the session late, I will make reasonable efforts to provide the agreed session duration or arrange an appropriate alternative.

6. Technical difficulties during online sessions

You are responsible for maintaining:

• A reliable internet connection;
• A working device;
• Functional audio and video, where required;
• A private and suitable environment; and
• Access to the meeting link and required software.

If a minor technical problem occurs, we may reconnect, use another agreed communication method or continue with the remaining appointment time.

If a significant technical failure caused by my systems prevents the session from proceeding, I will offer:

1. A replacement appointment; or
2. A refund where a reasonable replacement cannot be provided.

Technical problems arising from your equipment, internet connection or environment will not normally qualify for a refund. However, I may offer one rescheduling opportunity where the circumstances reasonably justify it.

7. Cancellation or rescheduling by the Provider

I may reschedule an appointment because of illness, emergency, technical failure, unsafe conditions or another unavoidable circumstance.

In that event, you may choose:

• A suitable future appointment; or
• A refund of the affected session fee where a reasonable alternative cannot be offered.

I will notify you as soon as reasonably possible using the contact information provided during booking.

8. Suitability and referral

A session may be declined, paused or discontinued where:

• Your needs fall outside the scope of the service;
• Specialised psychiatric, psychological, medical or emergency support appears more appropriate;
• Continuing the session may create a safety or ethical concern;
• Required consent or onboarding documentation has not been completed; or
• Threatening, abusive or inappropriate behaviour occurs.

Where the appointment is declined before the service begins because it is unsuitable for your needs, the amount paid will normally be refunded.

Where a session has already begun and meaningful time or professional service has been provided, any refund decision will depend on the circumstances and applicable law.

9. Client Agreement and informed consent

First-time Clients may need to complete a Client Agreement or Informed Consent Form before their appointment receives final approval.

If you do not complete the required document within the stated period, the appointment may remain pending or the reserved slot may be released.

Where payment has already been made, I may offer a reasonable opportunity to complete the documentation or reschedule the appointment. A refund may be considered where the service cannot proceed and no meaningful part of the service has been provided.

10. Workshops, programmes and packages

A workshop, programme or multi-session package may have additional cancellation, validity and rescheduling conditions displayed on its booking page.

Where service-specific conditions differ from this policy, the service-specific conditions will apply, subject to applicable consumer law.

If I permanently discontinue a paid programme or package, you will receive either:

• A reasonable alternative; or
• A proportionate refund for the part that I cannot provide.

11. Duplicate and unsuccessful payments

If your account is charged more than once for the same booking, contact me with:

• Your full name;
• Booking reference;
• Transaction reference;
• Date and amount of payment; and
• Screenshot or payment confirmation, where available.

A verified duplicate payment will be refunded through the original payment method.

A payment marked as failed or pending may take time to be reversed automatically by your bank or payment provider. Please check with the payment gateway or bank before submitting another payment.

12. How to request rescheduling or a refund

Send your request to:

Email: hello@anukushwaha.com
Telephone or WhatsApp: +919959866113

Include:

• Your full name;
• Email address used for booking;
• Booking or transaction reference;
• Appointment date and time;
• Reason for the request; and
• Preferred alternative dates, where requesting rescheduling.

A request is considered received when it reaches the designated email address or booking-support channel.

13. Refund processing

Where a refund is approved:

• It will normally be initiated within seven business days;
• It will generally be returned through the original payment method;
• The bank or payment provider may require additional processing time; and
• Foreign-exchange differences or fees charged independently by your bank may not be recoverable from me.

Any deduction of a tax, payment-gateway charge will be made only where legally permissible and clearly communicated.

14. Chargebacks and payment disputes

Please contact me before initiating a payment dispute so that I have a reasonable opportunity to investigate and resolve the issue.

Nothing in this clause restricts your right to approach your bank, payment provider, consumer commission or another competent authority.

15. Grievance redressal

For complaints relating to payments, refunds, cancellations or rescheduling, contact:

Grievance Officer: Anu Kushwaha
Email: help@BackToWellbeing.org
Telephone: +91 9959866113
Address: 3/7, Kalp City, Bijnor Road, Lucknow, UP, India

I will endeavour to acknowledge your complaint within 48 hours and resolve it within one month of receiving all information reasonably required to examine it.

16. Changes to this policy

I may update this policy to reflect changes in services, operational requirements or applicable law.

The policy applicable when you make your booking will normally govern that booking, unless a change is required by law or is more favourable to you.