REFUND POLICY

By booking a session, you agree to the following terms regarding refunds, cancellations, and rescheduling.

1. Refund Eligibility

A client is eligible for a 100% refund only if:

1.1 Client-initiated cancellation (With Proper Notice)

• The client cancels the session at least 24 hours before the scheduled time.
• Refund requests must be submitted through the Nirban platform.

1.2 Professional No-Show

A full refund is granted when:

• The psychologist or listener fails to attend the session.
• The professional is more than 15 minutes late and the client chooses not to continue.
• Nirban cancels or reschedules the session due to internal issues (technical or operational).

In such cases, the client may choose: A full refund OR a free rescheduled session.

2. Partial Refund Eligibility

A client may receive a partial refund when:

• The session starts but is cut short due to Nirban’s technical failure (e.g., platform outage).
• The professional joins late but conducts less than 50% of the full session.

Partial refund amounts will be calculated based on the session duration completed.

3. Refund Not Provided When

Refunds will not be issued under the following circumstances:

3.1 Client Absence or Late Arrival

• The client does not attend the session.
• The client joins 20 minutes or more late (session will be marked as a no-show).
• The session is missed due to the client’s internet failure, device issues, or personal emergencies.

3.2 Last-Minute Cancellation

• The client cancels the session within 24 hours of the scheduled time.
• The client requests a reschedule within 24 hours of the session.

3.3 Service Satisfaction

• Dissatisfaction with the advice, outcome, or style of counselling/listening.
• Emotional discomfort arising naturally from therapeutic conversation.

3.4 Misconduct

• The client behaves inappropriately, violates session rules, or breaches the Code of Conduct.
• No refund will be given if the session is terminated because of misconduct.

5. Refund Timeline

• Approved refunds are processed within 7 working days.
• Refunds will be sent via the same payment method used for booking.
• Delays may occur due to banking/payment gateway constraints not controlled by Nirban.

6. Definition of “Working Days”

Working days refer to Sunday to Thursday (Bangladesh), excluding public holidays, bank holidays, and weekends.

7. Session Start Time Definition

A session is considered "started" when:

• The professional joins the call, AND
• The client joins within the first 15 minutes.

After 15 minutes, the session is automatically marked as a client no-show.

8. Professional Tardiness or Issues

If a professional cancels last minute, arrives extremely late, or does not join at all, Nirban will issue a full refund OR provide a free reschedule based on client preference. We review professional accounts internally, and repeated no-shows result in removal from the platform.

9. Abuse, Harassment, or Violations

If a client uses abusive language, attempts sexual behavior, violates boundaries, or threatens professionals, Nirban may terminate the session immediately, suspend the account, provide no refund, and take legal action if necessary.