1. How refunds work
When you pay online, Leshya holds the payment and releases it to your counselor only after the session has happened and a short review window has passed. Because of this, refunds are simple: if your booking is cancelled in time, the money comes back to the payment method you used.
Some sessions at a clinic are paid in person instead. Leshya never receives that money, so refunds for those bookings work differently. Section 2 explains how.
2. Paying at a clinic
Some clinics let you book now and pay at reception, by cash, UPI or card. You choose this at booking, and your confirmation says the session is unpaid until you pay at the clinic.
The clinic collects and holds this money directly. Leshya never receives it and cannot return it to you. If you cancel a session you have not yet paid for, there is nothing to refund, and nothing is owed. If you have already paid the clinic and the session is cancelled, the clinic returns your money the same way you paid it, and records the refund on your booking so you have a record of it.
The cancellation windows in section 3 apply to these bookings in the same way. What changes is only who holds the money and who hands it back. If a clinic has not returned money you are owed, write to us and we will take it up with them.
3. Cancelling or rescheduling
Every counselor sets a cancellation notice window, and it is shown before you book. You can cancel or reschedule from your booking details, or through the link in your confirmation email if you booked as a guest. Cancel within the window and your payment is refunded in full. If your counselor cancels, or Leshya cancels, you are refunded in full whatever the timing.
If the notice window has passed, the booking can no longer be cancelled from your side. If something urgent has come up, write to us and we will see what is possible with your counselor.
Your counselor, or their clinic's front desk, can move a confirmed session to a new time any time before it starts. If that happens, your booking updates right away and we let you know. Because you did not choose the new time, you can cancel a session that was moved this way for a full refund, whatever the timing.
4. Missed sessions and concerns
If one side does not join a session, either side can report it. The session amount stays on hold, our team reviews what happened with you both, and the payment is then either refunded to you or released to the counselor.
5. Gift cards
If a booking paid with a gift card is cancelled, the amount returns to the gift card, ready to use on another session.
6. How long refunds take
For a payment made online, we start your refund as soon as the cancellation is confirmed. Banks and card networks usually take 5 to 7 business days to show it in your account. UPI refunds are often faster. If a refund has not arrived after 10 business days, write to us and we will trace it with our payment partner.
For a payment made at a clinic, the clinic arranges the refund with you directly, so the timing is theirs rather than ours. Ask the clinic when you can expect it, and write to us if it does not arrive.
7. Who collects your payment
When you pay online, Leshya collects your payment and Razorpay processes it. Leshya is the name you may see on your bank or card statement, and refunds follow the same path back to the payment method you used.
When you pay at a clinic's reception, the clinic collects that money directly and holds it. Leshya is not part of that payment, and it will not appear on any statement from us. Section 2 covers how those refunds are handled.
8. Contact
Questions about a refund are welcome. Write to us at support@leshya.app with your booking details and we will get back to you.