Refund and Returns Policy

Refund Policy

This refund policy is eligible for all the clients of LifeSpring and all of its concerns.

The procedure for refund will be as follows:

If a client requests for a refund for any valid reasons, the request MUST be sent to the HR department through email. The email address is [email protected]. If the client is unable to send the email, then respective call centre executive or front desk executive MUST send the email on behalf. In such case, the executive must provide client’s name, mobile number (appointment), name of the professional/event/course, date of payment and mode of payment along with the transaction ID.

NO professionals are eligible to request for refund on behalf of any clients.

Service Charge: The executives must inform the client(s) about the service charge that will be imposed during the refund. If the mode of payment is cash, then there will be no service charge, but for other modes (SSL Commerz, Bkash, bank transfer), there will be a service charge of 3%. Therefore, this service charge of 3% is mandatory and will be deducted in the refund process. All the executives MUST adhere to this instruction. If any client raises issue regarding this service charge, the respective executive will be held responsible for explanation.

Eligible criteria for refund:

All refunds will be made through mobile banking (bkash and Nagad), except some special situation***.

• If our professional suddenly takes leave and the patient does not want to reschedule or does not want to see other professional.
• If the client cancels the appointment 12hrs before the appointment time.
• If a client pays extra amount by mistake then we will refund back the extra amount either in cash (if paid at front desk) or via bkash (if paid online)***.
• If we cannot deliver the service within a mentioned time-frame.
• The standard time for refund disbursement is 5 to 7 working days.

Non-Eligible criteria for refund:

• If the client wants refund after taking the consultation/service for any reason at all.
• If the client changes his/her mind.
• If the client is late for 30 minutes and cannot wait for a long time.
• If the professional (psychiatrist/psychologist) thinks the client need counselling/psychiatric assessment and informs the fees to be refunded. In such case the paid amount will be adjusted with the consultation fee.

Procedure for refund request:

• The primary check-point for refund eligibility verification will be call centre or representative from HR. If the verification is done by HR, then HR must inform the relevant executive about the verification afterwards.
• If the refund request is authentic then, the call centre executive will send an email to [email protected] mentioning the following information:

1. Name of the client
2. Contact number
3. Name of the professional
4. Refund reason
5. Refund mode (bkash or bank account transfer). For bank transfer, please mention bank name, account name, account number, branch name and routing number.
6. Refund number (if different from the contact number)

• Once the email has been sent to [email protected], the HR team will give input in the refund sheet and inform Accounts department via relevant whatsapp group within 1 working day. Point to remember: No emails will be entertained on Fridays and after 06:00pm office time on other days.
• The accounts department will do the needful and disburse the refund within 5 to 7 working days.

One important point to maintain: Our call centre executive will contact the client after the refund request has been approved, clients are not required to call the call centre regarding refund request status as the particular executive may not answer the call and eventually create confusion for the client.