Shipping and Delivery Policy

Last Updated: 12 September 2025

Infiheal HealthTech Private Limited (“Infiheal”)

1. Scope & Definitions

This policy covers delivery of all Infiheal digital services and items, including:

  • • Therapy Sessions (including life-coach sessions) delivered online
  • • Healo (AI Companion) access and features
  • • Heals (in-app virtual currency)

Business Days means Monday–Friday, excluding Indian banking holidays.
All times are in Indian Standard Time (IST) unless stated otherwise.

2. Digital-Only Delivery (No Physical Shipping)

  • • All services and digital items are delivered electronically.
  • • No physical shipping, cash-on-delivery, or courier is involved.
  • • No shipping fees apply.

3. Delivery Methods

  • • Therapy/Life-Coach Sessions: Delivered via approved online meeting tools or in-app video/voice per your booking.
  • • Healo (AI Companion): Access is provided in-app after account setup and successful payment (if applicable).
  • • Heals (In-App Currency): Credited to your Infiheal account upon successful payment authorization and capture.

Infiheal uses industry-standard encryption and safeguards for account access and session delivery.

4. Delivery Timeframes

Access Instructions / Confirmation

  • • After successful purchase, a confirmation email with access details is typically sent within a few minutes.
  • • In rare cases, email delivery may take up to 30 minutes due to provider queues.
  • • If you don’t receive the email, please check Spam/Promotions, then contact support@infiheal.com.

Heals Crediting

  • • Heals are usually credited instantly after payment success.
  • • If Heals are not visible, they will be re-credited per the Healo/Heals Support & Resolution SLA (acknowledge within 24 hours; resolve within 3 Business Days).

Session Scheduling

  • • Sessions are delivered in mutually agreed time slots (IST) based on therapist availability.
  • • Your upcoming sessions and links appear in-app and/or are emailed to you.

5. Customer Responsibilities

  • • Provide accurate and current email, phone, and account details to receive confirmations and links.
  • • Ensure a stable internet connection, a compatible device, and updated app/software.
  • • Keep your login credentials confidential and do not share session links publicly.

6. Support & Assistance

  • • For delivery/access issues (emails not received, Heals not credited, link not working), contact support@infiheal.com.
  • • We acknowledge delivery issues within 24 hours and aim to resolve within 3 Business Days (see SLA in our Refund Policy).

7. Rescheduling, Cancellations & No-Shows

  • • Rescheduling: Allowed with ≥24 hours’ notice before the session start time, subject to therapist availability.
  • • Cancellations: Not permitted. This aligns with our Refund Policy.
  • • No-Shows / Late Arrivals: If you miss or arrive 15 minutes late for a scheduled session, the session may be forfeited and considered delivered.

8. Platform Downtime & Force Majeure

If a session is disrupted due to service outages whether caused by third-party tools (e.g., video platforms) or Infiheal's own app or backend systems as well as connectivity issues beyond our control or force majeure events (e.g., natural disasters, internet-wide disruptions), we will:

  • • Reschedule the affected session at no extra cost, or
  • • Offer temporary alternate access, such as a different meeting link, platform, or communication method, to complete the session.

We are committed to restoring full functionality as quickly as possible. In the event of Infiheal app downtime, we ask for your patience and understanding while we resolve the issue.

Please note: No refunds or compensation will be issued for service disruptions caused by platform or infrastructure outages.

9. Fraud, Chargebacks & Compliance Holds

  • • If a payment is flagged for fraud, chargeback, or compliance review, Infiheal may pause delivery (session access, Heals crediting, or Healo features) until the matter is resolved.
  • • Accounts engaged in suspected abuse may be suspended per our Terms.

10. Dispute Resolution

  • • In case of a delivery dispute, both parties will first attempt good-faith negotiation.
  • • If unresolved, disputes will be submitted to binding arbitration under the Arbitration and Conciliation Act, 1996, with the seat of arbitration in Maharashtra, India.
  • • Nothing in this policy limits any non-waivable consumer rights under applicable law.

11. Contact

For delivery questions or assistance:

support@infiheal.com

Business hours: 10:00 AM – 6:00 PM IST, Monday–Friday

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