Refund Policy

Last updated: July 20, 2026

This Refund Policy explains how refunds, cancellations, and credits are handled for purchases made on the Neayu platform. Please read it carefully before purchasing a package or scheduling a session.

1. 1. Package Purchases

   When you purchase a therapy package on Neayu, you are buying a set number of sessions at a published rate. Refunds are evaluated based on the number of sessions used from the package. Unused sessions may be eligible for a refund as outlined below.

2. 2. Cooling-Off Period

   You may request a full refund within 72 hours of purchase, provided no sessions from the package have been used or scheduled. After the cooling-off period, refunds are calculated on a pro-rata basis using the per-session rate of your purchased package.

3. 3. Cancellation by You

   Sessions cancelled with more than 12 hours notice are returned to your session pool. Sessions cancelled within 12 hours of the scheduled time are deducted from your package. Repeated late cancellations may affect your eligibility for refunds at the moderator's discretion.

4. 4. Missed Sessions (No-Show)

   If you do not attend a scheduled session without prior cancellation, the session is counted as used and is not refundable. In case of a genuine emergency, contact our support team and we will review on a case-by-case basis.

5. 5. Moderator-Approved Refunds

   Refund requests are reviewed by a moderator who may approve or deny the request based on platform policies. Approved refunds are processed within 7–10 business days and are credited to your original payment method. Disputes regarding refund decisions can be escalated to platform administration.

6. 6. Technical Failures

   If a session cannot be completed due to a technical failure on Neayu's side (e.g., the platform is unavailable, the meeting link does not function, or our systems error), that session will not be deducted from your package. Please report technical issues immediately to our support team.

7. 7. Duplicate Payments

   If you are charged more than once for the same package or session due to a payment gateway error, the duplicate amount will be refunded in full once identified. Contact our support team with the transaction details so we can investigate and process the refund promptly.

8. 8. Partial Usage Refunds

   For partially used packages, the refund amount is calculated as (unused sessions × per-session rate of the package), minus any applicable processing fees. No refund is provided if all sessions in the package have been used.

9. 9. Non-Refundable Cases

   The following are not eligible for a refund: sessions that have already been delivered, late cancellation fees, no-shows regardless of reason, packages purchased more than 90 days ago, and requests from users who have violated the Terms of Service. Refunds are also not provided for dissatisfaction with a counsellor — you may request a counsellor change instead.

10. 10. How to Request a Refund

    To request a refund, contact our support team through the platform or email us with your registered account details and reason for the request. Include any supporting information such as transaction IDs or communication with your counsellor. Our team will acknowledge your request within 2 business days.