Your satisfaction, our commitment.
Last updated: March 2026
At LyfZest, we are committed to providing exceptional care and full support to every client. If you are not satisfied with our services, you may request a refund under the conditions outlined below. Please read this policy carefully before booking a session.
How to Request a Refund
Submit a Request
Contact us directly via email at info@lyfzest.com or WhatsApp at +91 88515 80010. Please include your full name, booking date, payment reference number, and a brief description of your concern with any relevant supporting details.
Resolution Process
Allow us up to 48 hours to review your concern. Our team will assess your eligibility for a refund based on the criteria below. Where a provider mismatch is the issue, we will offer a complimentary therapist switch at no additional cost. You are also welcome to speak with our care team to discuss your concerns informally before escalating.
Processing Time
Once approved and eligibility criteria are met, refunds will be processed within 15 business days to the original payment method. Please note that a processing fee of up to 20% may apply depending on your payment provider and currency.
When a Refund May Be Granted
A refund will be considered if you meet one or more of the following criteria:
- You have not yet been assigned or matched with a therapist.
- A valid technical issue on our end prevented you from communicating with your assigned therapist.
- You submitted a refund request within 15 days of purchase and the session has not yet taken place.
- Your first session has not commenced and you are requesting a cancellation with at least 24 hours' notice.
When a Refund Will Not Be Provided
Refunds will not be issued in the following circumstances:
- Therapist has been assigned: Once a therapist has been matched to you, refunds are not available unless there is an unresolved technical service issue. A complimentary therapist switch remains available at no extra cost.
- Sessions have commenced: If you have attended one or more sessions, refunds are not applicable. You may request a therapist switch instead.
- Partial refund requests: If sessions have been utilised and you are requesting a partial refund for unused sessions in a package.
- Refund window expired: Requests submitted more than 15 days after the date of purchase are not eligible.
- Session already booked: If a session has been scheduled with a therapist, a refund cannot be processed for that session.
- Late cancellations: Sessions cancelled with less than 24 hours' notice, or no-shows (failure to attend without prior notice), are not eligible for a refund.
Rescheduling a Session
Sessions can be rescheduled free of charge provided at least 24 hours' notice is given prior to the scheduled time. To reschedule, contact us via WhatsApp at +91 88515 80010 or email info@lyfzest.com and we will accommodate your preferred time wherever possible.
Technical or Platform Issues
If a session cannot be conducted due to a technical failure on our end — such as platform outage, video call failure, or therapist unavailability without prior notice — you will be offered the choice of a full reschedule or a complete refund at no additional cost.
Genuine Emergencies
In cases of genuine personal emergencies — medical, family, or otherwise — we will review refund and rescheduling requests on a case-by-case basis, irrespective of the notice period. Please reach out to us and we will do our best to support you.
Have a concern or unresolved question?
If you have any questions about this policy or your refund request, please reach out directly. We strive to serve every client with care and professionalism.
LyfZest reserves the right to update this policy at any time. Changes will be posted on this page with the updated date. Continued use of our services after any changes constitutes acceptance of the revised policy.