Last updated: 03/09/2026
Manan Wellness is an online mental wellness platform that provides users access to mental wellness and consultation services through qualified mental wellness professionals. We aim to provide a convenient, reliable, and user-friendly experience while maintaining reasonable flexibility in relation to session bookings, cancellations, rescheduling, and refunds.
1. Consultation Sessions
1.1 Payments
- All applicable fees for consultation sessions must be paid prior to availing the respective services.
- A consultation session will be considered confirmed only after the applicable payment has been successfully received by Manan Wellness.
- Where a user accesses Manan Wellness services through an organisation, institution, partner, or other third-party arrangement, the applicable terms of such arrangement shall govern any sessions included under such arrangement.
- Any additional sessions availed beyond the sessions included under such arrangement shall be subject to the applicable fees and payment requirements.
1.2 Fee Information
- The consultation fee may vary depending on the mental wellness professional selected by the user and the type or duration of consultation selected.
- Where services are accessed through an organisation, institution, partner, or other third-party arrangement, applicable fees may be governed by the terms agreed between Manan Wellness and such organisation or partner.
2. Cancellation, Rescheduling and Refund
Manan Wellness strives to provide users with a convenient and flexible experience. Accordingly, users may, subject to the terms set out below:
- Reschedule a scheduled consultation session;
- Cancel a scheduled consultation session; and
- Where eligible, receive a refund or session credit for a cancelled session.
The availability and amount of any refund or session credit will depend on the time at which the cancellation or rescheduling request is made.
3. Rescheduling of Sessions
Users may request to reschedule a confirmed consultation session to another available time slot.
| Time of Rescheduling Request | Applicable Terms |
|---|---|
| At least 24 hours before the scheduled session | Rescheduling permitted without any additional charge, subject to availability. |
| Within 24 hours of the scheduled session | The session may be treated as cancelled and a new session may need to be booked, subject to applicable fees. |
Rescheduling is subject to the availability of the selected mental wellness professional and the available time slots on the Manan Wellness platform.
4. Cancellation and Refund
4.1 Cancellation by the User
A user may cancel a scheduled consultation session subject to the terms below.
| Time of Cancellation | Refund / Session Credit |
|---|---|
| At least 24 hours before the scheduled session | 100% refund to the original payment method or equivalent session credit, as applicable. |
| Within 24 hours of the scheduled session | No refund or session credit. |
For sessions cancelled at least 24 hours before the scheduled session, the user may, where applicable:
- Reschedule or book another session with the same or another available professional;
- Receive a session credit in their Manan Wellness account, which may be used within the applicable validity period; or
- Request a refund to the original payment method, where the session was paid for directly by the user.
Refund requests may be submitted through the support/contact mechanism provided on the Manan Wellness platform.
5. Cancellation by the Mental Wellness Professional
If a scheduled consultation session is cancelled by the mental wellness professional for any reason, the user will be eligible for a session credit or an alternative session, subject to availability.
Where the user has made a direct payment for the cancelled session, the user may also request a refund to the original payment method, subject to the applicable refund process.
If a session is cancelled close to or after the expiry of an existing session credit due to the professional's unavailability, Manan Wellness may, at its discretion, extend the validity of such credit to provide the user a reasonable opportunity to reschedule the session.
6. Delayed Sessions and Technical Issues
Manan Wellness endeavours to ensure that consultation sessions are conducted as scheduled. However, circumstances such as technical difficulties, connectivity issues, platform interruptions, or other unforeseen events may occasionally affect a session.
Where, due to an issue attributable to Manan Wellness or the assigned mental wellness professional, a booked consultation session cannot be completed in its entirety, the user may contact Manan Wellness through the support/contact mechanism available on the platform.
Depending on the circumstances, Manan Wellness may provide:
- An opportunity to reschedule the session;
- A session credit; or
- A full or partial refund, where applicable.
Any refund or other resolution in such circumstances will be determined based on the nature and circumstances of the issue.
7. No-Show
If a user fails to attend a scheduled consultation session without cancelling or rescheduling it within the applicable cancellation period, the session may be treated as a completed or utilised session and no refund or session credit may be provided.
Users are therefore encouraged to cancel or reschedule their sessions as early as possible if they are unable to attend.
8. Refund Processing
Where a refund is approved, Manan Wellness will initiate the refund to the original payment method used by the user, wherever technically and operationally feasible.
The time taken for the refunded amount to reflect in the user's account may depend on the payment gateway, bank, card issuer, or other financial institution involved. Manan Wellness shall not be responsible for delays attributable to such third-party payment service providers or financial institutions.
9. Exceptions
In exceptional circumstances, Manan Wellness may review a cancellation, refund, or rescheduling request on a case-by-case basis. Any such decision shall be made at the sole discretion of Manan Wellness and shall not create an obligation to provide similar treatment in future cases.
10. Contact Us
For any questions, cancellation requests, refund requests, or assistance relating to consultation sessions, users may contact Manan Wellness through the contact details provided on the website or application.
Email: hello@eigenhealthcare.com
Manan Wellness reserves the right to modify or update this Cancellation & Refund Policy from time to time. Any changes will be published on this page with the revised effective date.