Cancellation within 24 Hours

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• Therapy sessions cancelled within 24 hours of the scheduled appointment are non-refundable.

• Due to the reserved slot for the client, cancellations within this timeframe will not be eligible for a refund or rescheduling.

• Reschedule requests made within 24 hours before the session will be treated as a cancellation and are therefore non-refundable.

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Cancellation More Than 24 Hours Before the Session

• Clients may request to reschedule their therapy session if the request is made more than 24 hours before the scheduled appointment.

• Rescheduled sessions must be scheduled within 2 weeks from the original appointment date and are subject to therapist availability.

• To reschedule a session, clients may log in to their account, go to Manage Booking, and select a new available session slot.

• Alternatively, clients may email their request to The Hour Mental Care at thehourmentalcare@venturehour.com.my

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​Emergency Cancellation Policy

• Emergency cancellations made within 2 hours before the session may be considered only for valid emergencies, limited to:

  • Health emergencies

  • Accidents

• In such cases, clients may receive a 50% refund upon submission of valid supporting proof or documentation.

• This policy exists because therapists have already reserved their time and travelled to the office for the scheduled session.

• Approval of emergency refunds is subject to management review.

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Refund Process

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• Refunds for cancellations made more than 24 hours before the session will be processed within 4 - 5 business days.

• Refunds will be issued to the original payment method used during booking unless otherwise specified by the client

• For payments made via HitPay (online banking or card), the following charges will be deducted from the refund:​

  • Online banking: 1.5%

  • Card payment: 3.0% + RM1.00

• ​Clients will receive the refund after deduction of the applicable HitPay processing fees.​
   

Important Note for Atome Users:

• Payments made through Atome are strictly non-refundable.

• Clients who paid via Atome may only request to reschedule their session (with at least 24 hours’ notice).

• No refunds will be issued for Atome payments under any circumstances.

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Rescheduling Process

• Clients opting to reschedule their therapy session must provide alternative dates and times in their email request.

• Rescheduling is subject to therapist availability and will be confirmed via email.

• Clients may also reschedule directly by logging into their account and accessing the Manage Booking section.

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Package Validity

• All therapy packages purchased are valid for 4 months from the date of purchase.

• Clients are encouraged to utilise all sessions within the validity period.

• Unused sessions after the 4-month validity period will be automatically forfeited and are non-refundable and non-transferable.

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No-Show Policy

• Clients who fail to attend their scheduled therapy session without prior notice will be considered a "no-show."

• No-shows are not eligible for refunds or rescheduling of the missed session

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