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 forthose 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. A clinic may also take payment through its own payment link; Leshya does not collect or hold these payments.
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 how late you can cancel or move a session for free. It is shown before you book, and on your booking as Free until. You can cancel or reschedule from your booking details, or through the link in your confirmation email if you booked as a guest. Cancel by that time and your payment is refunded in full. If your counselor cancels, or Leshya cancels, you are refunded in full whatever the timing.
After that time you can still cancel until the session starts, but the session fee is kept and not refunded, and you can no longer move the session yourself. If something urgent has come up, write to us and we will see what is possible with your counselor.
If you used a discount code on a payment collected by Leshya, a refund returns the amount actually paid, which is the price after the discount. The code use is given back if you cancel inside the free cancellation window or your counselor or clinic cancels, but not if you cancel late.
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, a session that was moved this way is free to cancel for a full refund until it starts. Once a session has started it can no longer be cancelled, whether or not it was moved. If your counselor did not join, use Report a concern on your booking, as described below.
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. An upheld refund does not become counselor earnings.
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.
Where a complaint about a payment collected by Leshya is resolved with a refund approved, we initiate that refund within 7 calendar days of the resolution. Bank or payment provider crediting time is additional. This does not delay refunds already started automatically for eligible cancellations.
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. Counselor plans
Your first paid counselor plan has a 7-day refund window. This section is about the plans counselors buy from Leshya, not about a client's session payment.
You can request a refund for your first paid counselor plan within 7 calendar days of purchase, even if the plan period has started. A scheduled start does not move this window; it is measured from the purchase date. A first plan requested after that window is not refundable. Subsequent plans are not refundable once their period starts. These limits do not affect the rejection exception below or your statutory rights. You can choose not to renew and keep plan benefits until the period ends. Choosing not to renew is separate from requesting a refund.
If we reject a counselor's profile after they have bought a plan, the paid plan refund applies regardless of the 7-day request window. We return the money and release the address.
Our team handles this refund manually. If you used a coupon, a refund is the amount you actually paid. Rejecting the profile does not itself send money back. A payment captured for a purchase linked to that rejection, even if confirmation arrives later, does not approve the profile or activate its benefits. We track the payment for refund handling; for an approved first-plan request or a refund following rejection, we initiate it within 7 calendar days of approval. Banks and payment providers may take additional time to show it. Send refund requests and questions through support@leshya.app. Our team handles every plan refund by hand; no plan is refunded automatically.
9. 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.