Cancellation, Returns and Refund Policy

This policy is part of the Terms and Conditions of the Seempathy platform, operated by D&D INNOVATIONS. It explains what happens to your money when you cancel or reschedule a session, when a specialist cancels, and when you return a physical product.

1. Cancelling a session yourself

You can cancel a session from your account. The amount refunded depends on how far in advance you cancel: - at least 24 hours before: full refund; - between 12 and 24 hours before: 50% refund; - less than 12 hours before: no refund. Before you confirm a cancellation, the platform shows you the amount you will get back.

2. Rescheduling

You can move a session from your account to a free slot with the same specialist. Rescheduling follows the same time windows as cancelling: a session that can no longer be cancelled with a refund can no longer be moved either.

3. No-shows

If you do not join a session and did not cancel it, the session is treated as delivered and is not refunded. The time was held for you in the specialist's calendar.

4. When the specialist cancels or does not show up

If the specialist cancels the session or does not join, you receive a full refund or, if you prefer, a new booking at no cost. We do the same if the session cannot take place because of a technical problem on the platform's side. If the specialist is significantly late or the session is cut short for reasons not related to you, write to us and we will look at each case; we may give a partial or full refund or a new session.

5. First-session guarantee

Your first individual session with a new specialist is covered by the money-back guarantee: if it did not help, you can ask for a full refund within 48 hours after the session, without giving a reason. The full conditions are on the Money-back guarantee page.

6. Physical products: right of withdrawal

You may withdraw from the contract without giving a reason within 14 calendar days of receiving the product. Let us know within that period at contact@seempathy.md, then return the product complete and in the condition you received it, within 14 days of your notice. You bear the cost of the return. We refund the amount paid, including standard delivery, within 14 calendar days of receiving your notice. We may withhold the refund until we receive the product back or proof that you have sent it. If the returned product shows use beyond what was needed to examine it, we may deduct the loss in value.

7. Damaged or wrong products

If the product arrived damaged or does not match your order, write to us with a photo as soon as possible. We will replace it or refund you, and we cover the cost of the return. These rights are in addition to the right of withdrawal and the guarantees provided by law.

8. How refunds are made

Refunds are made to the card you paid with, through MAIB bank. Once approved, the money usually reaches your account within a few business days; the exact time depends on your bank. We do not charge a fee for refunds.

9. How to contact us

You cancel and reschedule sessions directly from your account. For returns, damaged products or any other refund request, write to us at contact@seempathy.md with your order number or session date. We reply within 14 calendar days at most.