NIYA Mental Health Initiative – Unified Client Policy

Effective: June 2025

Applies to: Therapy (Individual, Couple, Child, Adolescent, Parent, Family) · Clinical Nutrition · Clinical Yoga Therapy · Group Work · Supervision · Corporate Wellness Programs · Training & Internship Programs · Professional Developmental Services

Cancellation, Rescheduling & Refund Policy

At NIYA, we honour the time, emotional investment, and commitment both clients and practitioners bring into the therapeutic process. Our cancellation and refund policy helps us maintain fairness, clinical boundaries, and integrity of our schedule.

• 48-Hour Notice: Clients may reschedule or cancel sessions without penalty up to 48 hours before the appointment.
• Late Cancellations/No-Shows: Sessions cancelled within 48 hours or unattended will be fully charged and cannot be rescheduled or refunded.
• Refund Timeline: Eligible refunds (when applicable) will be processed within 3–4 working days via the original method of payment.
• Non-Refundable Situations:
• Missed sessions due to client-side connectivity or personal schedule conflicts
• Policy violations or inappropriate behaviour
• Advance paid packages (5/10 sessions) once initiated are non-refundable and valid for 6 months
• International Clients: The same cancellation, refund, and session policies apply to international clients. Currently, all session charges for international clients are to be paid in INR only (Indian Rupees). Currency conversion and bank charges, if any, are to be borne by the client. While we previously allowed payments in local currency adjusted to exchange rates, we now request all payments to be made in INR for consistency across our booking and accounting systems.
• PG Charges: Payment gateway (PG) charges, as applicable, are deducted from all refunds and are to be paid additionally above the session fee.
• Platform Responsibility: All bookings and payments made through PracFlow (Kasicare Technologies) and Razorpay are subject to their platform terms. NIYA is not liable for delays or issues arising from these third-party services.

Session Consistency & Reserved Time Slots

At NIYA, we understand that therapy works best when there is consistency and commitment. If you and your therapist have mutually agreed upon a fixed recurring time slot (e.g., weekly or fortnightly on a fixed day and time), we do our best to honour and hold that space exclusively for you.

However, please note:

• If a fixed slot is cancelled, rescheduled, or missed for two or more consecutive weeks without prior discussion or confirmation, NIYA reserves the right to offer that time to the next client on our waitlist.
• This is in service of ensuring continuity in care for all our clients, including those waiting to begin or resume their work.
• Repeated cancellations or long pauses without communication can disrupt the therapeutic process and make it difficult to retain the slot.
• If you anticipate a planned break, travel, or need to pause sessions, we request that you inform your therapist in advance so that the slot can be managed with care and consideration. We are committed to working with you to find a structure and pace that supports your therapeutic journey.