Cancellation Policy

Consultation Sessions

Payments

• All applicable payments should be made prior to availing Forward services.

• The user's session booking(s) will not be confirmed till the payment is received by Forward.

• If you are accessing our services through a third-party or your organisation, beyond any sessions that might be offered to you as part of Forward's association with your organisation, the user's session booking(s) will not be confirmed till the payment is received by Forward.

• All purchases expire one year from the date of purchase.

Fee Information

• For individual users, the fee per session is dependent on the selected service.

• For users who are accessing sessions through their organisation, beyond their included sessions, the fee per session is dependent on the selected service and specific arrangements with their organisation.

Cancellation, Reschedule and Refund

As an online psychological wellness platform, Forward strives to provide the user with the best possible service in order to maximise user satisfaction. Keeping that in mind, Forward's cancellation and refund policy ensures the highest possible flexibility for the user.

The user has the flexibility to

• Reschedule the session

• Cancel the session

• Claim a refund on the cancelled session

 

Session Reschedule

Forward provides the user with the flexibility to reschedule their sessions to a later time. Any rescheduling request will be processed based on the time at which the user requests Forward to reschedule with respect to the scheduled time of the session and is explained in the table below.

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​​​​​​​​Cancellation By The User

The user can cancel the session and claim a refund in one of the two means offered:

• Session Refund

• Cash Refund, in case the user has made a payment for the session

The refund amount provided to the user will be based on when the cancellation was initiated and is explained in the table below.

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For sessions cancelled at least 24 hours in advance, at the time of cancellation, the user has three options:

• Book a new session at the time of the cancellation;

• A session credit will be given to you on the Forward account. This session credit will be valid for 1 year from the date of purchase.

• Take a refund back to the user's original method of payment, in cases where the user has made a payment for the session, by writing to info@frwdcare.com

Cancellation by Forward therapist

If the session is cancelled by the therapist, the user will receive a session credit in their Forward account, regardless of the time at which the cancellation was done. This session credit can be used within the validity period to:

• If your provider cancels your session within 30 days of your credit expiring, you get an additional 30 days from the date of cancellation to book your session beyond your credit expiry.

• Get a cash refund for this session credit within the validity period, if the user made a payment to book the session, by contacting info@frwdcare.com

Session Delayed/Technical Issues

If, due to an unforeseeable reason from Forward's end, a booked session is not completed in its entirety by the therapist, the user may write to Forward at info@frwdcare.com. Refunds will be handled on a case-to-case basis.

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Session Packages

In cases where the user has booked a multi-session package available on our platform, refund can only be initiated on the entire package or the unutilised part of the entire package. In this case, the sessions that have already been completed will be charged.

If there are upcoming session bookings from the package, the user cannot cancel and claim a refund on the package. The session bookings have to be completed or cancelled before a package cancellation can be initiated.

The cash refund will be processed within 14 days. Please note that, depending on the bank, it might take longer for the amount to reflect in the user's account.

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Fee Information

Users who face difficulties with cancellation or have questions about refunds can write to us at info@frwdcare.com.