Legal

Refund Policy

Last updated: 11 April 2026

Summary

Cancellations made more than 2 hours before your session receive a full refund. Cancellations inside the 2-hour window or no-shows are non-refundable. Rescheduling is always free and does not forfeit your payment. If we cancel, you get a full refund.

1. Overview

We want every consultation to be a valuable experience. This policy sets out the conditions under which cancellations are accepted and refunds are issued. By booking an appointment you agree to the terms below.

Scenario Outcome

Cancelled more than 2 hours before session Full refund

Cancelled within the 2-hour window No refund

No-show (not joined within 10 min) No refund

Cancelled by Hear Expert Plus Full refund

Technical failure on our side Full refund

2. Cancellations

Cancellations requested more than 2 hours before the scheduled session are accepted. A full refund will be issued via the original payment method within 5–7 business days.
Cancellations requested within 2 hours of the scheduled session are not eligible for a refund. The session fee is non-refundable in this window.
No-shows (where you do not join within 10 minutes of the start time and have not contacted us) are treated as a cancellation inside the 2-hour window and are non-refundable.

To cancel, email with your booking reference.

3. Rescheduling

Rescheduling is subject to availability. Please contact us at least 2 hours before your session to request a different time. We will do our best to accommodate your preferred slot. Rescheduling is free of charge and does not forfeit your payment.

4. Cancellation by Hear Expert Plus

If we need to cancel your appointment for any reason (e.g., consultant unavailability or a session outside our scope of practice), you will receive a full refund and the option to rebook at no extra cost. We will notify you as soon as possible.

5. Technical Issues

If the session cannot proceed due to a technical issue on our end (e.g., the consultant's connection fails and cannot be restored), you are entitled to a full refund or a complimentary rebook. If the issue is on your end (device, internet, software), the standard cancellation policy applies.

6. Dispute Resolution

If you are unhappy with the outcome of your session or believe a refund has been incorrectly denied, please email us at with a description of your concern. We will respond within 5 business days and work with you toward a fair resolution.

7. Statutory Rights

Depending on your location, you may have additional rights under local consumer protection legislation (for example, the Consumer Protection Act 2019 in India, or the Consumer Contracts Regulations 2013 in the UK). Nothing in this policy limits or overrides those statutory rights.

8. Contact

For refund requests or queries, email with your booking reference. We respond within 5 business days.