Refund & Cancellation Policy

When you pay for a session, Ultimate Counselling Cloud collects and holds the full amount. The counsellor’s share is only released after the session is delivered. That structure is what makes clean refunds possible: until a session happens, your money has not been paid out. This policy is disclosed before you complete any booking, as required by Pakistan’s consumer protection laws.

• 24 hours or more before the session starts — 100% refund.
• Less than 24 hours before the start — 50% refund.
• After the session has started, or if you do not show up — no refund.

The cancellation time is measured against the session’s scheduled start time in the counsellor’s listed timezone (Pakistan Standard Time unless shown otherwise).

You receive a 100% refund, always — regardless of when the cancellation happens. Where possible we will also help you rebook, either with the same counsellor or another verified counsellor of your choice.

If you are not satisfied with your first session with a counsellor, request a full refund within 24 hours of the session ending by emailing [email protected]. This is a goodwill guarantee for first sessions only and is reviewed by our support team.

If a session cannot take place, or is materially disrupted, because of a failure on our side or our video provider’s side, you can choose a free reschedule or a full refund. Report the issue to [email protected] within 24 hours so we can verify the session logs. Problems caused by your own connection or device are treated under the normal cancellation rules.

Bank transfers and wallet payments are verified manually. If a payment cannot be verified, the booking is not confirmed and nothing is owed. If you sent money but your booking expired or was rejected, contact support with your payment proof and we will trace and return it.

• Refunds go back to your original payment method — the bank account or mobile wallet the payment came from.
• Refunds are processed within 5–7 business days of approval.
• Refunds are always in Pakistani Rupees (PKR), for the amount originally paid.

Cancel directly from your dashboard (eligible refunds are calculated automatically), or email [email protected] with your booking reference for anything that needs review — first-session guarantee claims, technical failures, or payment tracing. We respond within 2 business days.

Nothing in this policy limits the rights you have under applicable consumer protection law, including Pakistan’s provincial consumer protection acts (such as the Punjab Consumer Protection Act 2005 and Sindh Consumer Protection Act 2014), which allow complaints to consumer councils and courts. This policy sits alongside those rights, not in place of them. See also our Terms of Service.