Cancellation & Refund Policy

This Cancellation & Refund Policy explains how cancellations, refunds, no-shows, missed appointments, therapist cancellations, payment disputes, and exceptional circumstances are handled on SeenKind (“SeenKind”, “we”, “our”, or “us”).

SeenKind is an online marketplace that connects clients with independent therapists. Therapists determine their own pricing, while payments are processed securely through the Platform.

This Policy should be read together with the:

• Terms of Service
• Therapist Agreement
• Privacy Policy
• Acceptable Use Policy

Our goal is to provide a fair and transparent cancellation process that:

• Respects therapists' reserved time.
• Gives clients flexibility when plans change.
• Maintains trust across the Platform.
• Reduces scheduling conflicts.
• Protects both parties from abuse.

Clients may cancel a confirmed booking through their SeenKind account.

Refunds will be returned to the original payment method whenever reasonably possible.

If a therapist cancels a confirmed session, the client may be offered one or more of the following, as appropriate:

• A full refund.
• The option to reschedule.
• The option to book another available therapist.
• Platform assistance in finding an alternative appointment.

Repeated therapist cancellations may affect the therapist's standing on the Platform and may result in corrective action.

A client is considered a no-show if they do not attend a scheduled session without cancelling in accordance with this Policy.

Unless otherwise required by law or approved by SeenKind under exceptional circumstances:

• No refund will be issued for a client no-show.
• The therapist may be eligible to receive payment for the missed appointment, subject to the Platform's payout procedures.

A therapist is considered a no-show if they fail to attend a confirmed session without reasonable notice.

Where a therapist is a no-show:

• The client may receive a full refund.
• The client may request a replacement booking.
• SeenKind may investigate the incident.
• Repeated no-shows may result in warnings, temporary suspension, or permanent removal from the Platform.

Clients and therapists are expected to join sessions on time.

If either party joins late:

• The remaining session time may be shortened.
• Therapists are not required to extend the scheduled session beyond its original end time.
• Refunds will not normally be issued solely because one party joined late.

If a session cannot proceed because of significant technical issues affecting the Platform, SeenKind may, at its discretion:

• Reschedule the session.
• Issue a full or partial refund.
• Provide another reasonable resolution.

If technical issues are caused by a user's own device, internet connection, or software, refunds are not guaranteed.

SeenKind may, at its discretion, make exceptions to this Policy in situations such as:

• Serious medical emergencies.
• Natural disasters.
• Government restrictions.
• Platform-wide technical failures.
• Other extraordinary circumstances that make attendance impossible or unreasonable.

Supporting information may be requested where appropriate.

If a payment dispute or chargeback is initiated:

• SeenKind may temporarily pause related payouts.
• The booking may be placed under review.
• Additional information may be requested from the client and therapist.
• Stripe or the applicable payment processor may conduct its own investigation.

Users are expected to attempt to resolve issues through SeenKind before initiating a chargeback whenever reasonably possible.

Fraudulent or abusive chargebacks may result in account restrictions or termination.

Approved refunds are generally processed back to the original payment method.

Actual processing times depend on:

• Stripe.
• Banks.
• Card issuers.
• Other payment providers.

SeenKind cannot guarantee the time required for financial institutions to complete the refund.

Where a booking is refunded before a payout is issued:

• The therapist will generally not receive payment for that booking.

Where a refund is approved after a payout has already been made:

• SeenKind may offset the refunded amount against future payouts or take other reasonable steps permitted under the Therapist Agreement and applicable law.

Users must not misuse the cancellation or refund process. Examples include:

• Repeated last-minute cancellations.
• Fraudulent refund requests.
• False claims regarding attendance.
• Coordinated abuse of the booking system.
• Manipulation of Platform policies.

SeenKind may investigate suspected abuse and take appropriate action.

Where supported by the Platform, clients and therapists may mutually agree to reschedule appointments instead of cancelling.

Rescheduled appointments remain subject to the Platform's policies and availability.

SeenKind's 15% platform commission is earned in accordance with the Therapist Agreement and applicable payout procedures.

Where a booking is fully refunded before completion, the commission associated with that booking will generally not be retained.

SeenKind may revise this Cancellation & Refund Policy from time to time.

The latest version will be published on the Platform with an updated version number and effective date.

Continued use of the Platform after changes become effective constitutes acceptance of the revised Policy.

Questions regarding cancellations or refunds may be submitted through:

Website: https://www.seenkind.com

Additional support contact information may be published on the Platform and updated from time to time.