Refund & Cancellation Policy

BoraSpace Refund & Cancellation Policy

BoraSpace, a product of Mulinga Labs Ltd, is a marketplace that connects clients with licensed independent therapists. We facilitate booking, payments, and secure communication. Therapists provide services independently, and BoraSpace does not provide therapy itself or guarantee session outcomes.

This policy explains in detail how cancellations, refunds, rescheduling, no-shows, and platform-related issues are handled to ensure fairness for both clients and therapists.

• When a client books a therapy session:
• Payment is securely collected via our trusted third-party payment provider.
• Funds are held until the session is completed.
• Refunds, cancellations, and reschedules depend on: Who cancels (client or therapist), When the cancellation occurs, and Whether technical or platform issues prevent the session.
• This ensures both parties are treated fairly and helps build trust in the marketplace.

2.1 Free Cancellation (Full Refund)

• Clients may cancel a session up to 6 hours before the scheduled start time and receive a full refund.
• Example: If a client books a session for Wednesday at 2 PM, they may cancel until Wednesday at 8 AM without penalty.
• This allows the therapist sufficient time to offer the slot to another client and reduces wasted appointments.

2.2 Late Cancellation (Partial Refund)

• Cancellations made less than 6 hours but more than 2 hours before the session will receive a 50% refund, with the therapist receiving the remaining 50%.
• Example: If a client cancels Wednesday at 9 AM for a Wednesday 2 PM session, they are eligible for a 50% refund.
• This compensates the therapist for reserving their time.

2.3 Last-Minute Cancellation (No Refund)

• If a client cancels within 2 hours of the session, the session is considered non-refundable, as the therapist has already set aside the time.
• Example: For a 2 PM session, any cancellation made after noon on the same day will not receive a refund.

• If a client does not attend the session within 15 minutes of the scheduled start, the session is marked completed.
• The therapist receives full payout.
• This policy is clearly displayed during booking to prevent confusion.
• Example: If a client is scheduled at 2 PM but joins at 2:20 PM without notice, the session is considered completed and non-refundable.

• Therapists are required to honor confirmed appointments. However, unforeseen circumstances may occur.

4.1 Therapist Cancels Before Session

• Clients will automatically receive a full refund, or may choose to reschedule with the same or another therapist.
• Example: If a therapist cancels a 2 PM session on Monday, the client can either get their money back or reschedule a new session.
• Repeated cancellations may result in platform warnings, temporary suspension, or removal.

4.2 Therapist No-Show

• If a therapist fails to join within 15 minutes, the session is considered missed by the therapist.
• Client receives a full refund or the option to reschedule for free.
• Repeated no-shows will be investigated and may result in permanent removal from the platform.

• If a session cannot occur due to BoraSpace platform issues, including:
• Video or audio failure
• Payment processing errors
• Server downtime
• Connectivity or technical faults verified by the platform

Clients will receive:

• Full refund, OR
• The option to reschedule at no extra cost
• In these cases, BoraSpace absorbs the non-recoverable processing fees, and therapists are not penalized.

• Therapy outcomes are subjective and vary based on many factors. Refunds are not automatically issued solely for dissatisfaction with session content or style.

Clients may submit a review within 48 hours if:

• Therapist did not attend fully
• Session ended extremely early without a valid reason
• Serious unprofessional behavior occurred

Review Process

• BoraSpace will review session logs, communication records, and booking details.
• Therapist may be contacted for context.

Decision options:

• Full refund
• Partial refund
• Session credit
• No refund if the service was delivered as scheduled
• This protects therapists from unjustified refund claims while maintaining client trust.

• Approved refunds are issued to the original payment method.
• Typical processing: 5–10 business days, depending on banks/payment processors.

Payment processing fees are handled as follows:

• When the client cancels before 6 hours: While BoraSpace will refund the paid amount, payment processing or transfer fees charged by banks or payment providers may apply and could be deducted. The refunded amount will reflect these unavoidable charges.
• If refund is due to therapist cancellation, no-show, or dispute, unrecoverable payment fees may be deducted from the therapist's earnings.
• If refund is due to BoraSpace platform failure, BoraSpace absorbs all unrecoverable fees.

• Clients may reschedule sessions once for free if done 6+ hours before the scheduled start.
• Late rescheduling may be treated as a late cancellation.
• Therapists are expected to honor rescheduled sessions or communicate conflicts promptly.

• Refunds may be considered outside standard policy in rare, extenuating circumstances, such as:
• Medical emergencies
• Family emergencies
• Verified major internet outages
• Other unforeseen events
• These are reviewed case-by-case by BoraSpace.

• To maintain fairness and protect therapists:
• Clients with repeated last-minute cancellations may have booking restrictions.
• Clients or therapists who misuse the platform may have accounts suspended or terminated.

• Clients can request cancellations or refunds:
• Directly through the BoraSpace app, or
• By emailing info@mulingalabs.com
• Response time: 24–48 hours.