Cancellation & Refund Policy

1. What you pay for

When you pay through TheraMilo, your total may include:

• Session fee — the therapist’s charge for the appointment
• Travel fee — for home visits only, when applicable
• Platform fee — TheraMilo’s charge for booking, payment processing, and support
• Taxes — if shown at checkout

2. General refund rule

If a booking is eligible for a refund, we refund the session fee (and the travel fee, if the visit did not take place) to your original payment method.

The following are non-refundable once payment is completed:

• Platform fee
• Payment gateway or processing charges (including fees charged by SafePay or your bank)
• Tips added after a completed session

Platform and processing fees cover services already provided at the time of booking, including matching, scheduling, payment handling, and customer support.

3. When you receive a session refund

You may receive a refund of the session fee (and applicable travel fee) if:

• The therapist declines or cancels the booking before the session
• You cancel within the therapist’s stated cancellation window (for example 24 hours, 12 hours, or flexible — shown before you confirm)
• The session could not be delivered due to therapist unavailability or a platform-verified issue
• A duplicate or erroneous charge was made

4. When refunds are reduced or not available

Refunds may be partial or denied if:

• You cancel after the applicable cancellation window
• You do not show up or are unavailable at the agreed time or location
• The session has started or was completed
• You booked the wrong therapist, time, or location without a platform or therapist error
• We suspect fraud, abuse, or a violation of our Terms & Conditions

In those cases, session and travel fees may be forfeited. Platform and processing fees remain non-refundable.

5. How refunds are processed

• Refunds are sent to the same payment method used at checkout, subject to SafePay and your bank or wallet provider’s rules
• Processing usually takes 5 to 10 business days after approval
• You will receive an in-app notification or email when a refund is initiated

6. Disputes

If you believe a refund was handled incorrectly, contact us at info@theramilo.com within 7 days of the session or cancellation. Include your booking ID and a brief description. We will review and respond within a reasonable time.

7. Therapist payouts

Therapists are paid after completed sessions according to platform rules. If a patient refund is approved, the therapist’s payout for that session may be adjusted accordingly.

8. Changes to this policy

We may update this policy from time to time. We will post the revised policy in the app and on this website with an updated effective date. Continued use of the Service after changes take effect constitutes acceptance of the updated policy.