This Refund Policy outlines how refunds are handled for sessions booked via the Nurture You mobile application and website. Nurture You operates as a marketplace connecting clients with independent therapists. All bookings and payments are processed securely via Stripe.
1. Client Refunds
Clients are entitled to a full refund in the following circumstances:
- Therapist non-attendance – if the therapist fails to attend the scheduled session for any reason.
- Last-minute therapist cancellation – if the therapist cancels the session at short notice.
- Client cancellation (48-hour policy) – clients may cancel a booked session and receive a full refund if they provide at least 48 hours’ notice before the scheduled start time.
- If the cancellation is made less than 48 hours before the scheduled start time, the session will be charged at the full rate and no refund will be issued, except where required by law.
Refunds will be issued to the original payment method within 5–10 working days.
2. Therapist Payments
- Therapists are paid monthly via Stripe for sessions completed.
- If a therapist fails to attend a booked session, the full session fee will be refunded to the client and deducted from the therapist’s upcoming payment.
- Refunds can be actioned directly by the therapist via their Nurture You account. If this is not done, Nurture You may process the refund on their behalf.
3. How Refunds Are Processed
- Refund requests can be made via the in-app messaging system or by emailing info@nurtureyou.io
- Nurture You may require confirmation from both client and therapist before processing the refund, unless the non-attendance or cancellation is already verified.
4. Important Information
- Nurture You acts solely as an intermediary platform. The contract for services is between the client and the therapist.
- Refund rights in this policy are in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
- In cases of dispute, Nurture You may withhold payment to a therapist until the matter is resolved.
- Nurture You reserves the right to update this Refund Policy from time to time. Any changes will be communicated via the app and website.
Nurture You – Therapist Payment and Refund Policy
This policy explains how payments and refunds are handled for therapists using the Nurture You mobile application and website. Nurture You operates as a marketplace connecting clients with independent therapists. All bookings and payments are processed securely via Stripe.
1. Payment Schedule
- Therapists are paid monthly via Stripe for all completed sessions within the previous payment cycle.
- Payments are made to the bank account linked to the therapist’s Stripe account.
- It is the therapist’s responsibility to ensure their Stripe account details are correct and up to date.
2. Refunds for Clients
Clients are entitled to a full refund in the following circumstances:
- Therapist non-attendance – if you fail to attend the scheduled session for any reason.
- Last-minute therapist cancellation – if you cancel the session at short notice.
- Client cancellation (48-hour policy) – if the client cancels a booked session with at least 48 hours’ notice, they will receive a full refund.
- If a client cancels less than 48 hours before the scheduled start time, the session will be charged at the full rate.
Where a refund is due, the amount will be deducted from your upcoming payment.
3. How Refunds Are Processed
- You can issue a refund directly through your Nurture You account.
- If you do not action the refund, Nurture You may process it on your behalf to ensure compliance with this policy.
- Nurture You may require confirmation from both you and the client before processing a refund, unless non-attendance or cancellation is already verified.
4. Disputes and Withheld Payments
- If a client raises a dispute about a session, Nurture You may temporarily withhold payment until the matter is resolved.
- In cases where the client is found to be entitled to a refund under this policy or UK consumer law, the refund will be issued automatically.
5. Legal Compliance
- This policy is designed to comply with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
- Nurture You acts solely as an intermediary platform. The contract for services is between you and the client.
6. Policy Updates
Nurture You reserves the right to amend this policy from time to time. Any changes will be communicated to you via the app and website.
