Refund, Cancellation & Pricing Policy

Serenity is an aggregator marketplace that connects patients with independent, verified therapists. This policy explains how booking payments, the platform fee, GST, appointment cancellations, failed or duplicate payments, and discretionary refunds are handled. It forms part of the Terms & Conditions.

1. Marketplace model and pricing

Serenity does not sell therapy itself. The consultation charge for each session is set by the therapist and is payable to that therapist. Serenity charges a separate platform fee for facilitating the booking, payments, and technology. For each booking you pay a single amount made up of:

• the therapist's consultation fee (payable to the therapist);
• a platform fee charged by Serenity (a standard percentage of the consultation fee, which may vary by therapist or session type); and
• GST applicable on the platform fee.

The full, itemised breakdown (consultation fee + platform fee + GST + total) is shown before you pay, and again on your invoices. The consultation fee is a healthcare service and is GST-exempt; GST applies only to the platform fee. Prices may change prospectively and do not affect bookings already confirmed.

2. Invoices

After a successful payment, two invoices are issued and available under your account: a consultation invoice in the therapist's name (no GST), and a platform-fee invoice in the name of Quantbot Securities Private Limited, with GST (CGST + SGST for West Bengal, otherwise IGST). You can download both at any time.

3. Patient cancellation before the cancellation window

A patient may cancel a confirmed appointment more than 3 hours before the scheduled start time. A 5% cancellation fee is deducted from the total booking amount as a nominal charge to cover transaction processing and payment gateway costs incurred at the time of booking. The remaining 95% is refunded to your original payment method through the payment processor.

Example: if you paid ₹1,000 for a session, ₹50 is retained as a cancellation fee and ₹950 is refunded. The exact amounts are shown in a confirmation screen before you confirm the cancellation.

4. Late cancellation and no-show

Within 3 hours of the scheduled start time, an appointment cannot be self-cancelled from the normal flow. The patient may raise a support ticket; Serenity may review the circumstances and approve or reject a discretionary refund depending on the facts. Patient no-shows, late joins, or missed sessions are generally not eligible for refund unless Serenity determines that a platform issue, therapist issue, or exceptional circumstance justifies it.

5. Therapist cancellation

Therapists cannot directly cancel a booked session from their dashboard. They must raise a cancellation request for admin review. If a therapist cancellation is approved, the patient's booking amount is refunded in full to the original payment method, and the patient may book another therapist or slot.

6. Platform failure or session failure

If a confirmed session cannot proceed due to a verified Serenity platform, payment, or video infrastructure issue attributable to Serenity, we may refund the booking or provide another appropriate remedy. We may review logs, timestamps, attendance, call audit data, and support messages before deciding. If a therapist does not start a booked call before its window ends, the session is automatically expired and the booking amount is refunded.

7. Failed, pending, or duplicate payments

If money is debited but your booking is not confirmed due to a failed or pending payment, the amount is commonly reversed by the payment processor or bank. If this does not happen, contact support@myserenity.in with the payment/order ID. After verification, eligible duplicate or failed charges are refunded to the original payment method.

Approved refunds to a payment method commonly take 5–7 business days, but actual settlement depends on your bank or payment instrument.

8. Refund method

• All eligible refunds are returned to the original payment method through the payment processor.
• For patient self-cancellations (more than 3 hours before the session), a 5% cancellation fee is deducted from the total booking amount. The cancellation fee covers payment gateway and transaction processing charges and is non-refundable. The balance (95%) is refunded.
• For all other eligible refunds (therapist cancellation, therapist no-show, platform failure), the full booking amount is refunded with no deduction.
• Serenity does not issue cash refunds or stored-value credits.

9. How to request support

Use the in-account support ticket flow where possible, or email support@myserenity.in from your registered email. Include your appointment ID, payment/order ID, a transaction screenshot if available, and a short explanation.

10. Abuse prevention

Serenity may reject refund requests linked to misuse, repeated no-shows, fraud, abusive conduct, payment manipulation, false claims, or violation of the Terms.

11. Contact

mySerenity, a brand of Quantbot Securities Private Limited, Kharagpur, West Bengal - 721305, India. Email: support@myserenity.in.