You can cancel or reschedule a session booked on Coping Keys up to 24 hours before the scheduled time by requesting the same via the Coping Keys website. Post that rescheduling will not be permitted and the session will be deemed to be consumed by you even if you do not attend.

It is significant to highlight that joining through video conferencing, you shall join through Laptop and not through Mobile and not while in a moving Vehicle. Additionally, you are requested to test the Audio & Video Quality of the system before the sessions starts as no refund will be given/initiated when there is a technical error/glitch from your end.

1. Both the user and Mental Health Practitioner/ Professional agree to maintain the decorum of a client/ Mental Health Practitioner or Professional relationship and agree to not engage in any other form of interaction on the platform.
2. In case of inappropriate behaviour by either party, Coping Keys will not be liable in any form. Involved parties alone and not Coping Keys will be responsible for any legal consequences arising out of such interactions.
3. Both parties have the option to report inappropriate behaviour on the website to Coping Keys. In case a particular session is reported, Coping Keys reserves the right to remove the user or Mental Health Practitioner/ Professional or both from the platform without discretion. Coping Keys’s decision in this regard will be final.
4. Mental Health Practitioner/ Professional and NOT Coping Keys, is liable to maintain the confidentiality of any personal information shared by the user with the Mental Health Practitioner/ Professional in video sessions. In case a Mental Health Practitioner/ Professional breach the confidentiality agreement, Mental Health Practitioner/ Professional alone and NOT Coping Keys will bear the legal or any other consequences.

1. You can request a cancellation and refund via the Coping Keys helpdesk. However, Coping Keys will review your request and may decide to refund the charges paid if it deems fit. The decision of Coping Keys on any such matter shall be final and binding. In case Coping Keys decides to refund your charges, it will do so at its convenience.
2. In case of multiple sessions purchased, the refund will be provided for the unused sessions and all consumed sessions will be charged as per the standard price of the single session plan. In case Coping Keys decides to refund your charges, it will do so at its convenience.

1. We may charge for the audio, and/or video-based consultation/ therapy sessions. Before availing any such Service, we will apprise the User of the applicable charges for the said Service. In addition to these Terms, a User shall also be bound by the terms (if any) mentioned for specific Service(s).
2. User(s) can make payments through any of the following available options:
   • Internet Banking
   • Debit/ Credit Cards, UPI/Wallets.
3. The User agrees and accepts that all nuances and modalities relating to making payment using Internet Banking/ Debit/Credit Cards (“Virtual Payment Mode”) shall be separately governed by arrangement(s) / terms and conditions between the User and the relevant banks. We shall not be responsible, in any manner whatsoever, for any liability that may arise in relation to the Virtual Payment Modes (including any fraudulent transaction).
4. While availing any of the payment method(s) available on the Website, we will not be responsible or assume any liability, whatsoever in respect of any loss or damage arising directly or indirectly to You due to (a) lack of authorization for any transactions; (b) any payment issues arising out of the transaction or (c) decline of such transaction for any reason.
5. You understand, accept, and agree that the payment facility provided us, is neither a banking nor financial service.