Refund Policy
Last updated: November 4, 2026 · Version 2026-11-01
At Deizi, we understand that life can be unpredictable, and taking care of your mental health should never come with added financial stress. This policy explains how cancelling a session works and how to request a refund.
1. Session Cancellations & Refunds
Cancelling in the app
Only the client who booked a session, with a verified email address, can cancel it in the app. Cancellation is available up to 5 hours before the session starts. Within 5 hours of the start time, cancellation is blocked in the app. You can contact support, and our staff will review that request.
Cancelling at least 5 hours before the start refunds you automatically
The full amount is refunded automatically, to your original payment method, through Flutterwave. The refund starts as soon as the cancellation is confirmed. Your bank or card issuer controls when the money appears. If an automatic refund cannot be completed, we tell you it is being processed and Deizi staff finish it manually. Refunds outside this are requested from our support team as described in section 3.
Therapist cancellation or no-show
If a therapist cancels your session or does not attend it, this is not automatic. You can request a refund in the same way. Deizi staff review every request, and approved refunds are paid in full.
Recurring therapy plans
Sessions covered by a recurring plan are not paid per session, so cancelling one does not issue a per-session refund. The plan terms apply. You can cancel a recurring therapy plan in the app. After you cancel, you can keep using the plan until the end of the period you have already paid for. Cancelling does not automatically refund the current period. You can request a refund from our support team as described in section 3.
2. E-Book Purchases
E-books are generally non-refundable once downloaded. We review every request, and we will consider a refund where a file is faulty, will not download, or is not as described. If you have a technical problem with a download, contact our support team and we'll help.
Nothing in this policy limits any right you have under applicable consumer law, including where content is faulty or not as described.
3. How to Request a Refund
To request a refund, email our support team at [email protected] from the email address registered on your Deizi account. Include:
- 1. The date of the session or purchase.
- 2. The registered email address on your account and a short description of your request.
Please note: Manual requests are not guaranteed. Our team reviews each request before deciding. Please contact us within 7 days of the session or purchase. We may decline later requests, but this does not limit any rights you have under applicable consumer law. We encourage you to reach out as soon as possible after the session or purchase.
4. Approved Refunds
If a refund is approved, you receive the full amount you paid, returned to your original payment method through our payment provider, Flutterwave. We do not issue partial refunds. When a refund is issued, the therapist's earnings for that session are reversed.
We aim to process approved refunds within 5–10 business days. Processing times may vary depending on your bank or payment provider.
If your refund has not arrived within this time, please check with your bank first. If the issue persists, contact us at [email protected] and we'll look into it.
5. Dispute Resolution
We are committed to resolving every refund fairly. Deizi reviews each request before deciding on a refund. This may involve reviewing session records, communication logs, and other relevant information to ensure accurate and equitable outcomes for all parties involved.
We treat every dispute with care and confidentiality. Our goal is always to find a resolution that feels right for you.
Quick Reference Summary
| Situation | Refund |
|---|---|
| Client cancels in the app 5+ hours before session | Automatic full refund to original payment method |
| Client tries to cancel within 5 hours of session | Cancellation blocked. Request from support |
| Therapist cancels or doesn't show up | Not automatic. Request from support |
| E-book purchase | Generally non-refundable once downloaded. Faulty files reviewed |
| Session covered by a recurring plan | No per-session refund. Plan terms apply |
| Any refund approved | Full amount, original payment method |
6. Contact Us
If you have any questions about this policy, need help with a refund, or want to discuss a dispute, please don't hesitate to reach out. We're here for you.
Company: [LEGAL ENTITY NAME - TO BE CONFIRMED]
Email: [email protected]
We aim to respond to all refund and billing inquiries within 2 business days.
We're in Your Corner
Seeking therapy is a courageous step, and we want to make sure your experience with Deizi — including any billing concerns — feels as supportive as possible. If something didn't go as expected, please reach out. We'll do everything we can to make it right.