AfriTherapy – Refunds & Returns Policy

This Refunds & Returns Policy explains how payments, cancellations, refunds, and adjustments are handled for services booked through AfriTherapy.

Please read it carefully before booking any session or engaging with a professional through our platform.

1. Nature of Services

AfriTherapy is a digital platform that connects clients with independent mental health professionals. All therapy sessions, consultations, and coaching services are provided directly by the professional you select.

Because AfriTherapy does not provide the service itself, refunds and returns are handled according to each professional's individual policy, not AfriTherapy's.

2. No Physical Goods or Traditional "Returns"

AfriTherapy does not sell physical goods or deliver tangible products. All services offered on the platform are digital, time-based, or professional in nature.

Therefore, "returns" in the traditional retail sense do not apply.

3. Appointment Cancellations

Each therapist sets their own cancellation and rescheduling rules, which may include:

• Required notice period (e.g., 24 or 48 hours)
• Fees for late cancellations
• No-show charges
• Conditions for rescheduling

Before booking a session, clients are responsible for reviewing the specific cancellation policy listed by the professional.

If you need to modify, reschedule, or cancel an appointment, please contact your therapist directly.

4. Refund Eligibility

Refund decisions are made exclusively by the service provider (therapist, counsellor, coach). A refund may be granted in situations such as:

• The therapist cancels the session without offering an alternative time
• Service was never delivered due to provider unavailability
• Duplicate charges or payment errors
• Therapist-approved exceptional circumstances

AfriTherapy may assist with communication, but we do not issue refunds on behalf of professionals unless explicitly stated in a specific service offering.

6. Payment Processing Fees

Some refunds—when approved—may exclude payment processor fees depending on Paystack or the user's financial institution. These fees are determined by payment processors, not AfriTherapy.

7. Refund Request Process

To request a refund:

• Contact your therapist directly to discuss your concern
• If the therapist approves the refund, they will initiate the process
• AfriTherapy may assist in facilitating communication if needed
• Refunds are processed back to the original payment method
• Processing times may vary depending on your bank or payment provider

AfriTherapy cannot accelerate bank or payment processor timelines.

8. Provider-Initiated Refunds

A therapist may choose to issue a partial or full refund in situations such as:

• Scheduling conflicts
• Technical difficulties preventing delivery
• Provider-initiated cancellation
• Service quality concerns identified by the provider

These decisions are at the sole discretion of the provider.

9. Disputes

If you believe a refund decision was unfair or requires further review:

• Contact AfriTherapy support through the Contact Us page
• Provide relevant details (booking reference, provider name, time of session, issue described)

AfriTherapy will review and may help mediate communication, but final refund authority remains with the service provider unless the issue relates directly to a platform error.

10. Platform Errors

If a payment fails, is duplicated, or is incorrectly charged due to a confirmed platform or technical error, AfriTherapy will investigate and, where applicable, ensure the issue is corrected.

In such cases, refunds may be issued through the platform after verification.

11. Policy Updates

We may amend this Refunds & Returns Policy from time to time to reflect changes in our system, payment processes, or legal obligations.

Updates take effect immediately upon posting on this page.

12. Contact Us

If you have questions about cancellations, payments, or refund-related issues, please contact us through the Contact Us page on AfriTherapy.

We aim to respond promptly and provide clear guidance.