Pricing, Booking & Refund Policy
Last updated: 20 September 2026
At Elfina Health, we want the process of booking and paying for therapy to be clear and straightforward. This policy explains how your session fees are determined, how bookings and payments work, and what happens if you need to reschedule, cancel, or request a refund.
1. Your Session Fee
Your session fee is determined based on your therapist’s experience and whether you are classified as a domestic or international client.
The therapist fee applicable to you will be communicated when you are matched with a therapist. The fee communicated at the time of matching is valid for 30 days from the date the match is sent to you. If you do not book a session within this period, the applicable therapist fee may be revised, and the revised fee will be communicated to you before you book your session.
The therapist fee may also change over time. Please see Section 6: Changes to Your Therapist Fee for details.
Your total session fee consists of:
your therapist fee;
the applicable platform fee; and
for international clients, the applicable international payment fee.
2. Platform Fee
Elfina charges a platform fee on every session. The platform fee is separate from your therapist's fee and is inclusive of GST.
The applicable platform fee is based on your therapist's fee:
Therapist Fee
Platform Fee
Up to ₹1,999
₹75
Up to ₹2,300
₹115
Up to ₹2,500
₹135
Up to ₹3,000
₹150
Up to ₹3,500
₹190
Up to ₹4,000
₹215
Up to ₹4,500
₹240
Up to ₹5,000
₹265
Up to ₹6,000
₹320
Up to ₹7,000
₹375
Up to ₹10,000
₹535
Above ₹10,000
₹535
The applicable platform fee is calculated based on the therapist fee applicable to that individual session.
3. International Clients
If you are classified as an international client based on your location or the information you provide to Elfina, an additional 4.5% international payment fee applies.
The international payment fee is calculated on:
Therapist fee + platform fee
The international payment fee is inclusive of GST.
Your international client classification and the applicable fees will be communicated to you when the therapist match is sent to you.
4. Discounts and Offers
Any promotional discount offered by Elfina applies to your therapist fee.
The platform fee continues to be calculated based on the therapist fee before the promotional discount.
For example, if your therapist's fee is ₹2,500 and you receive a ₹250 promotional discount, the platform fee is still calculated based on the original ₹2,500 therapist fee.
If your therapist offers you a different ongoing fee, such as a sliding-scale fee, that becomes your applicable therapist fee and the platform fee is calculated based on that fee.
Unless specifically stated otherwise, promotional discounts cannot be applied to the platform fee or international payment fee.
5. Booking and Payment
You will be provided with a booking link connected to your therapist's calendar. Please use this link to book your sessions from the available slots.
Slots are generally shown with a 24-hour buffer to give your therapist enough notice to prepare for the session.
Your therapist may sometimes have additional availability that is not shown on the calendar. If you need a different time, you can ask in your official Elfina WhatsApp group and your therapist will try their best to accommodate you.
When is a session confirmed?
A session is confirmed only once the required payment has been completed.
All payments must be made through an official Elfina payment link. Please do not pay your therapist directly.
A payment made directly to a therapist is outside Elfina's payment system and may not be treated as a valid payment for your Elfina booking.
Payment methods
Elfina accepts digital payments through the payment methods made available through its payment provider, including UPI, debit and credit cards, net banking and PayPal.
Some payment methods may not be available for all clients or transactions.
6. Changes to Your Therapist Fee
Therapists typically review their fees periodically, usually around once a year.
A revised therapist fee will ordinarily apply to you after you have completed one year with your therapist.
However, in exceptional or genuine circumstances, a therapist fee may be reviewed or revised earlier than this.
Any change to your therapist fee will be communicated to you in advance. The revised fee will not be applied to a session without prior notice.
Fee revisions are determined by the therapist in consultation with Elfina and are generally in the range of 10–15%, although the actual change may vary depending on the circumstances.
The fee applicable to you will always be communicated before you are charged at the revised rate.
7. Rescheduling a Session
You can reschedule a session in either of two ways:
Directly through your Elfina booking link, where the option is available; or
by notifying Elfina in your official Elfina WhatsApp group.
Your official Elfina WhatsApp group is the appropriate channel for communicating a rescheduling request. A message sent privately to your therapist, or to an Elfina team member outside the official group, will not be treated as formal notice of cancellation or rescheduling.
This is because your official group allows both Elfina and your therapist to be aware of the request.
Rescheduling 24 hours or more before your session:
If you reschedule 24 hours or more before your scheduled session, there is no additional charge.
If you know your new time, you can select a new available slot through the booking link.
If you do not know your new time yet, you can cancel the existing booking for now. The full amount you paid for that session will be credited to your Elfina wallet, and you can use it to book a future session when you are ready.
Rescheduling within 24 hours:
If you reschedule within 24 hours of your scheduled session, a late fee equal to 50% of the therapist fee applies.
The remaining amount is credited to your Elfina wallet.
For international clients, the international payment fee applicable to the late fee is also charged. The portion of the international payment fee relating to the remaining amount is credited to your wallet along with the rest of the unused balance.
What determines the 24-hour cutoff?
For requests made through WhatsApp, the relevant time is the date and time at which you send the message in your official Elfina WhatsApp group, not the time at which Elfina responds to or processes the request.
For example, if your session is at 7:00 PM and you send a cancellation or rescheduling message in your official group at 5:00 PM the previous day, your request is treated as having been made more than 24 hours in advance.
8. Cancelling a Session
You can cancel a session directly through your Elfina booking link or by notifying us in your official Elfina WhatsApp group.
As with rescheduling, a cancellation request sent privately to your therapist or outside the official Elfina WhatsApp group will not be treated as formal notice.
Cancelling 24 hours or more before your session
If you cancel 24 hours or more before your scheduled session, the full amount you paid for the session will be credited to your Elfina wallet.
This includes:
the therapist fee;
the platform fee; and
the international payment fee, where applicable.
If you would prefer a refund instead of wallet credit, you can request one through your official Elfina WhatsApp group.
Cancelling within 24 hours
A cancellation made within 24 hours of the scheduled session is treated in the same way as a late reschedule.
A late fee equal to 50% of the therapist fee applies, and the remaining amount is credited to your Elfina wallet.
For international clients, the international payment fee applicable to the late fee is also charged. The remaining international payment fee is credited to your wallet.
No refund to the original payment method is available for a cancellation made within 24 hours.
9. No-Shows and Late Arrival
Please join your session on time. Your therapist's schedule may include another session immediately afterwards, so the session end time will not be extended because you joined late.
Your therapist will wait for up to 15 minutes for you to join.
If you have not joined and have not informed your therapist or Elfina that you are running late by that point, the session will be treated as a no-show and the full session fee will be charged.
If you let your therapist know in advance that you are running late, the therapist may choose to wait beyond 15 minutes.
However, a session will generally not be started after 30 minutes from the scheduled start time, and your therapist may decline to conduct the session after that point.
If you join late, the session will continue only for the remaining available time. The session end time will not be extended.
If you are running late, please let us know through your official Elfina WhatsApp group so that your therapist is aware.
10. Therapist or Elfina-Initiated Cancellations
In some circumstances, your therapist may need to cancel or Elfina may need to cancel a session on the therapist's behalf.
This may happen because of therapist unavailability, an emergency, or another circumstance that prevents the session from taking place.
If Elfina or your therapist needs to cancel your session, we will notify you as soon as reasonably possible, primarily through your official Elfina WhatsApp group. We may also use email or another contact method associated with your account where appropriate.
Your full payment for the cancelled session will be credited to your Elfina wallet, including the applicable platform fee and international payment fee, where applicable.
You can then use the wallet balance to book another session.
If you prefer a refund instead, you can request one through your official Elfina WhatsApp group.
Technical or other operational issues
If a session cannot take place because of a technical, operational, scheduling or other issue on Elfina's or the therapist's side, it will be treated as an Elfina/therapist-initiated cancellation under this section.
11. Your Elfina Wallet
Your Elfina wallet is a credit balance that can be used towards future sessions.
When an amount is credited to your wallet following a reschedule or cancellation, you can use that balance towards a future booking.
Your wallet balance is applied automatically when you book a session, and you can combine your wallet balance with another payment if the wallet does not cover the full amount.
Wallet expiry
Wallet credits do not expire.
Wallet refunds
You can request a refund of your wallet balance to your original payment method through your official Elfina WhatsApp group.
Only amounts that you have actually paid to Elfina are eligible for refund. There is currently no separate promotional-credit component to Elfina wallet balances.
Refunds are subject to the rules applicable to the original payment and the circumstances in which the wallet balance was created.
12. Refunds
If you are eligible for a refund and would prefer a refund rather than wallet credit, please raise the request through your official Elfina WhatsApp group.
Elfina primarily uses WhatsApp for client communication, so this ensures that the relevant Elfina team members and your therapist, where relevant, are aware of the request.
Refund requests are usually processed within 2 business days after Elfina receives and approves the request.
Refunds are made to the original payment method used for the relevant payment.
Once Elfina has initiated the refund, the time taken for the funds to appear in your account may depend on the payment provider, bank or other payment intermediary.
13. Communication and Notice
Your official Elfina WhatsApp group is our primary communication channel for matters relating to your therapy sessions.
Where this policy requires you to notify Elfina about a cancellation, rescheduling request, late arrival or refund request, please use the official Elfina WhatsApp group.
Important
A message sent directly to:
your therapist's personal WhatsApp;
a therapist's personal phone number;
an individual Elfina team member outside the official group; or
any other unofficial channel
will not be treated as formal notice where this policy requires communication through the official Elfina WhatsApp group.
For WhatsApp notices, the relevant timestamp is the time at which the message is sent in the official group.
Elfina may communicate important updates, including therapist or Elfina-initiated cancellations and changes to applicable fees, through the official WhatsApp group. Where appropriate, we may also communicate by email.
You are responsible for ensuring that the contact details you have provided to Elfina are current and that you can receive messages through your official WhatsApp group.
14. Multiple-Session and Wallet Payments
If you book sessions in bulk or add money to your Elfina wallet, the applicable fees are calculated separately for each session.
Your wallet balance does not change the fee applicable to an individual session.
The applicable therapist fee, platform fee and international payment fee, where applicable, are determined based on the rules applicable to each individual session.
15. Invoices and Receipts
You will receive an automated payment receipt after each payment.
A formal tax invoice is issued after each completed session, along with the therapist receipt issued on behalf of your therapist.
Where applicable, the invoice will separately reflect the charges collected by Elfina, including the platform fee.
16. Questions and Support
If you have any questions about your fees, booking, cancellation, rescheduling, wallet balance or refund, please contact us through your official Elfina WhatsApp group.
You can also reach us at:
WhatsApp: +91 87924 63344
Email: admin@elfinahealth.com · talk@elfinahealth.com
