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REFUND POLICY

Introduction

At MindSmith, we are committed to providing premium psychological performance optimization services of the highest quality. This Refund Policy outlines the terms and conditions regarding refunds for our services and is designed to provide clarity and transparency in our business relationship.

Scope of Policy

This Refund Policy applies to all services provided by MindSmith ("we," "our," or "us"), including but not limited to:

  1. Individual performance coaching sessions

  2. Team optimization programs

  3. Mental resilience training

  4. High-stakes situation preparation

  5. Psychological assessments and profiling

  6. Customized performance protocols

  7. Digital products and resources

Service Agreements

Initial Consultation
For first-time clients, we offer an initial consultation to determine if our services are an appropriate fit for your needs. If after this consultation either party determines that our services are not suitable for your specific requirements:

The consultation fee will be fully refunded if you decide not to proceed with our services.
No further obligation exists for either party.

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Service-Specific Terms
For all services, specific refund terms will be outlined in your individual Service Agreement. The Service Agreement will take precedence over this general Refund Policy where differences exist.

Cancellation and Refund Eligibility

Individual Sessions
For individual coaching and consultation sessions:

  1. Cancellation with 48+ hours notice: Full refund or session rescheduling without penalty.

  2. Cancellation with 24-48 hours notice: 75% refund or session rescheduling with a 25% rescheduling fee.

  3. Cancellation with less than 24 hours notice: No refund provided, except in cases of documented emergency (see Section 5).

  4. No-shows: No refund will be provided for missed sessions without prior notice.


Package Programs and Retainers
For multi-session packages, retainer agreements, and ongoing programs:

  1. Cancellation before program start: 90% refund (10% administrative fee retained).

  2. Cancellation within first 25% of program duration: Prorated refund for unused sessions minus a 15% administrative fee.

  3. Cancellation after 25% of program completion: Prorated refund for unused sessions minus a 25% administrative fee.

  4. Cancellation after 50% of program completion: No refund for remaining sessions, but the option to transfer remaining sessions to another individual or team member within your organization may be available at our discretion.


Team and Group Programs
For team-based and group programs:

  1. Cancellation 14+ days before program start: 85% refund.

  2. Cancellation 7-13 days before program start: 50% refund.

  3. Cancellation less than 7 days before program start: No refund provided.

  4. Partial attendance: No refunds are provided for team members who do not attend scheduled sessions.


Digital Products
For digital products, online courses, and downloadable resources:

  1. Before access/download: Full refund available.

  2. After access/download: No refund available due to the nature of digital products, except as required by applicable consumer protection laws.

Exceptional Circumstances

We understand that exceptional circumstances beyond your control may arise. In the following situations, we may offer full or partial refunds at our discretion, regardless of standard notice periods:

  1. Medical emergencies (with documentation)

  2. Bereavement

  3. Natural disasters or severe weather events

  4. Other force majeure events

Requests for refunds due to exceptional circumstances must be submitted in writing within 7 days of the missed session or event.

Service Quality Guarantee

Our Commitment to Excellence
We pride ourselves on delivering exceptional service quality. If you are dissatisfied with the quality of our services:

  • Notify us in writing within 5 business days of the session or program completion.

  • Clearly outline the specific concerns regarding the service quality.

  • We will review your concerns and respond within 5 business days.

 

Resolution Options
If we determine that our services did not meet our professional standards, we may offer one of the following remedies:

  • A complimentary additional session to address your concerns

  • Partial refund commensurate with the service deficiency

  • Full refund in cases of significant service failure

All quality guarantee determinations are made at the sole discretion of MindSmith and will be evaluated on a case-by-case basis.

Refund Process

To request a refund:

  1. Email your request to contactms@mindsmith.co.in

  2. Include your full name, the service purchased, date of purchase/service, and reason for requesting a refund

  3. Attach any relevant documentation supporting your request

 

Refund Processing

All approved refunds will be processed within 10 business days of approval.
Refunds will be issued using the original payment method when possible.
If the original payment method is unavailable, we will work with you to determine an alternative refund method.

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NON-REFUNDABLE ITEMS
The following are not eligible for refund under any circumstances:

  1. Service fees for work already completed

  2. Custom materials developed specifically for your needs

  3. Administrative fees as outlined in this policy

  4. Third-party expenses incurred on your behalf (e.g., venue rentals, specialized assessments)

  5. Travel expenses incurred by our team for on-site services

Modification to Services

If you request modifications to the agreed-upon services:

  • Changes requested more than 7 days before the scheduled service may be accommodated without penalty, subject to availability.

  • Changes requested within 7 days of the scheduled service may incur a modification fee of up to 25% of the service value.

  • Significant changes to scope may require a new Service Agreement.

 

Service Substitutions
We reserve the right to:

  • Substitute qualified professionals of equal expertise if your assigned professional is unavailable.

  • Make reasonable adjustments to program content to better serve your needs.

  • Reschedule sessions due to unforeseen circumstances with reasonable notice.

These modifications do not qualify for refunds provided the essential service is delivered.

Legal Considerations

Consumer Rights
Nothing in this policy is intended to limit your statutory rights as a consumer under applicable law. If any provision of this policy conflicts with your statutory rights, those statutory rights will prevail.


Dispute Resolution
Any disputes regarding refunds will be handled in accordance with the Dispute Resolution procedures outlined in our Terms and Conditions.

Policy Updates

We reserve the right to update this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website. Material changes will be communicated to active clients via email.

Contact us

If you have any questions about this Refund Policy, please contact us at:

MindSmith Health Services Private Limited

S132 Greater Kailash II, New Delhi 110048
Email: contactms@mindsmith.co.in

Phone: +91 9810590272

 

Last Updated: Mar 23, 2025

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