Refund Policy
Effective Date: January 1, 2025
At Deizi, we understand that life can be unpredictable, and taking care of your mental health should never come with added financial stress. Our refund policy is designed to be fair, transparent, and supportive — so you can focus on your well-being with confidence.
1. Session Cancellations & Refunds
We know that scheduling therapy sessions requires trust. Here's how we handle cancellations and refunds:
Therapist Cancellation or No-Show
If a therapist cancels your scheduled session or does not show up at the agreed time, you are entitled to a full refund — no questions asked. We take your time and emotional investment seriously, and we will process your refund promptly.
Client Cancellation — 24+ Hours Notice
If you need to cancel a session and do so at least 24 hours before the scheduled start time, you will receive a full refund. We appreciate you letting us know in advance, and we hope to see you when you're ready.
Client Cancellation — Less Than 24 Hours Notice
Cancellations made less than 24 hours before a session are eligible for a 50% refund. This partial refund acknowledges that your therapist has reserved that time specifically for you. We understand that emergencies happen, and we encourage you to reach out if you're going through a difficult time.
2. E-Book Purchases
Due to the digital nature of e-books, purchases are non-refundable once the content has been downloaded. We encourage you to review any available previews or descriptions before completing your purchase. If you believe there is a technical issue with your download, please contact our support team — we're happy to help.
3. How to Request a Refund
We've made the refund process as simple as possible. To submit a refund request:
- 1. Open the Deizi app and navigate to the Help & Support section.
- 2. Select Refund Request and provide details about your session or purchase.
- 3. Submit your request within 7 days of the session date or purchase.
Please note: Refund requests submitted after 7 days of the session date may not be eligible for processing. We encourage you to reach out as soon as possible.
4. Refund Processing Time
Once your refund request has been approved, the amount will be returned to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
If you haven't received your refund after 10 business days, please check with your bank first. If the issue persists, contact us at [email protected] and we'll investigate right away.
5. Dispute Resolution
We are committed to resolving every refund fairly. Deizi reserves the right to investigate disputes before processing 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 |
|---|---|
| Therapist cancels or doesn't show up | Full Refund |
| Client cancels 24+ hours before session | Full Refund |
| Client cancels less than 24 hours before session | 50% Refund |
| E-book downloaded | No Refund |
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: Deizi
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.