Our Commitment

At Mindid LLC, your investment in our mental health and wellness app services is something we take seriously. We’ve designed our policies to be as clear and fair as possible, allowing for flexibility while respecting the commitment required from both user and provider to achieve optimal mental health and wellness results. As our products are service-based, this policy outlines the terms for refunds, cancellations, and service management.

We understand that circumstances can change, and we want to work with you to find solutions that are fair to both parties. This policy is designed to protect both our business interests and your investment in your mental health and wellness journey through our app services.

1. Refunds for Service Packages (The 7-Day Rule)

We offer a 7-day grace period for refunds on pre-paid mental health and wellness app service packages. You may request a refund for the value of all unused services within 7 calendar days of the original purchase date. After this 7-day period, service packages become non-refundable.

This grace period allows you to evaluate our services and ensure they meet your expectations before committing to the full package. We believe this timeframe provides adequate opportunity to experience our quality and professionalism.

How Refunds are Calculated:

• Any services used within the 7-day period will be deducted from the total, charged at our standard single-service rate (not the discounted package rate).
• A 10% administrative processing fee, calculated on the remaining balance, will be deducted from the final refund amount. This fee covers processing costs, administrative work, and system maintenance.
• Refunds will be processed back to the original payment method used for the purchase.
• Processing time for refunds is typically 7-10 business days, depending on your bank or credit card company.

2. Exceptions to the 7-Day Rule

In certain circumstances, we may consider refunds beyond the 7-day period:

• Medical Emergencies: If you experience a serious medical condition that prevents you from using our mental health and wellness app services, we may offer a refund with proper medical documentation from a licensed healthcare provider.
• Relocation: If you move more than 50 miles from our service area, we may offer a partial refund for unused services with proof of relocation.
• Service Quality Issues: If you experience significant service quality issues that we cannot resolve, we may offer a refund as a goodwill gesture.
• Financial Hardship: In cases of documented financial hardship, we may consider partial refunds on a case-by-case basis.

All exceptions are evaluated on a case-by-case basis and require proper documentation and approval from management.

3. Service Cancellation (The 24-Hour Rule)

To provide the best service to all users and maintain our mental health professionals’ schedules, we enforce a strict 24-hour notice policy for service cancellations. This policy ensures that we can offer cancelled service slots to other users who may be waiting for availability.

What Constitutes Proper Cancellation:

• Cancellation must be made at least 24 hours before your scheduled service time
• Cancellation can be made via phone, email, or through our online booking system
• You will receive confirmation of your cancellation
• Services cancelled with less than 24 hours’ notice, or missed without notice (no-show), will be forfeited from your package and are non-refundable

Emergency Cancellations: We understand that emergencies happen. If you have a genuine emergency (medical, family, or other serious situation), please contact us as soon as possible. We will evaluate emergency cancellations on a case-by-case basis.

4. Pausing or “Freezing” a Service Package

We understand life can be unpredictable, and we want to accommodate your needs when possible. You may “freeze” your service package once per package for the following reasons:

• Minimum Freeze Period: 7 days
• Maximum Freeze Period: 30 days for personal reasons (vacation, minor illness, etc.)
• Extended Freeze: For freezes longer than 30 days due to serious medical reasons, a doctor’s note will be required
• Package Extension: The package expiration date will be extended by the duration of the freeze
• Freeze Request: Freeze requests must be made in writing (email or written notice) at least 24 hours before the freeze period begins

Examples of Acceptable Freeze Reasons:

• Vacation or travel
• Minor illness or injury
• Family emergencies
• Work-related travel
• Medical procedures (with documentation)

5. Service Package Expiration and Extensions

All mental health and wellness app service packages are valid for 12 months from the date of purchase. This timeframe is designed to encourage regular use of your services while providing flexibility for your schedule.

Expiration Policy:

• Any unused services remaining on a package after the expiration date will be forfeited and are non-refundable
• We will send reminder notifications at 30 days, 14 days, and 7 days before expiration
• Extensions beyond the expiration date are generally not permitted
• Exceptions may be made for documented medical emergencies or other extenuating circumstances

Tips for Maximizing Your Package:

• Schedule your mental health sessions in advance to ensure availability
• Consider booking multiple sessions close together if you have limited time
• Use our reminder system to stay on track with your mental health and wellness goals

6. Refund Process and Timeline

How to Request a Refund:

1. Contact us via email at support@mindid.us or call (858) 560-9980
2. Provide your name, service package details, and reason for the refund request
3. Include any supporting documentation if applicable
4. We will review your request and respond within 5 business days
5. If approved, the refund will be processed within 7-10 business days

7. Service Modifications and Substitutions

We understand that your mental health and wellness needs may change over time. We offer the following options for service modifications:

• Service Substitution: You may substitute one type of mental health service for another of equal value within your package
• Professional Changes: You may request a different mental health professional if available, subject to scheduling constraints
• Service Upgrades: You may upgrade to higher-value services by paying the difference
• Package Modifications: Minor modifications to service packages may be possible with management approval

8. Dispute Resolution

If you have a dispute regarding our refund or cancellation policy, we encourage you to:

1. First, contact us directly to discuss your concerns
2. Provide detailed information about your situation
3. Allow us the opportunity to resolve the matter to your satisfaction
4. If we cannot resolve the dispute, you may seek mediation or arbitration as outlined in our Terms of Service