Refund & Cancellation Policy

This policy applies to payments made for services including counselling and psychological support; child, adolescent and adult counselling; parent, family and couple counselling; psychological and developmental assessments; special education; toddler programmes; child development programmes; Kids Gym/developmental activities; individual sessions; monthly or multi-session packages; workshops, courses, training programmes and registrations.

Where a client purchases a multi-session package, the package is intended for the individual named at registration. Completed or attended sessions are non-refundable. Missed sessions or late cancellations may be counted as utilised sessions. Remaining unused sessions may be considered for refund only where Candy Minds determines that a refund is appropriate. Packages may not be transferred to another person without prior approval.

Fees are generally payable in advance. Sessions already attended or delivered are non-refundable. Sessions missed without adequate prior notice may be treated as utilised. Where a child is unable to continue due to a genuine medical, family or other exceptional circumstance, Candy Minds may review the case individually. Any approved refund will generally be calculated after deducting the value of services already delivered and applicable non-refundable administrative or third-party costs.

Special education services involve advance planning, professional allocation, preparation and scheduling. Fees for sessions already delivered are non-refundable. Cancellation and rescheduling terms communicated at the time of booking will apply. Repeated cancellations or non-attendance may result in review or discontinuation of the reserved session slot.

If Candy Minds is unable to provide a service due to reasons attributable to Candy Minds, we may reschedule the appointment, provide an alternative appointment, transfer the payment to another eligible service, or provide a refund for the affected unused service. Where a service has already been partially delivered, any refund will generally be limited to the unused portion, where applicable.

If a particular professional becomes unavailable, Candy Minds may offer an alternative qualified professional or reschedule the appointment. A client may request cancellation where the alternative arrangement is not suitable. Any refund will be considered based on whether the service has already been delivered and the circumstances of the request.

Payments will not ordinarily be refunded solely because a client or parent/guardian changes their mind, no longer wishes to continue, finds the service unsuitable after attending sessions, decides to discontinue a programme without an applicable exceptional circumstance, or has purchased a service but does not wish to use it. Exceptional cases may be considered individually.

Where a refund is approved, refunds will generally be made to the original payment method wherever reasonably possible. Processing time may depend on the payment gateway, bank or financial institution. Candy Minds is not responsible for delays caused by banks, payment gateways or other third-party providers. Applicable non-refundable transaction, payment gateway or third-party charges may be deducted where legally permissible and disclosed.

Where applicable, taxes, including GST, will be charged in accordance with applicable law. Where a refund is approved for a taxable transaction, any tax adjustment will be handled in accordance with applicable tax requirements.

If you believe you have been charged twice, paid for the wrong service, or a payment was incorrectly processed, contact Candy Minds as soon as possible with the payment details or transaction reference. After verification, Candy Minds will review the matter and, where appropriate, process a correction or refund.

Refund requests should include the client's name, parent/guardian name where applicable, registered mobile number, email address, service/programme name, date of payment, amount paid, payment/transaction reference and reason for requesting the refund.

Candy Minds may request additional information or documents where reasonably necessary to verify the request.

Refund or rescheduling requests involving exceptional circumstances may be reviewed individually, including serious medical emergencies, significant family emergencies, relocation or other circumstances Candy Minds considers reasonably justified. Approval in one situation does not create an obligation to provide the same refund in future cases.

Candy Minds provides professional counselling, psychological, developmental, educational and wellness services. Payment for a service does not constitute a guarantee of a particular psychological, developmental, educational or therapeutic outcome. Dissatisfaction with an expected outcome does not automatically create a right to a refund for services already provided.

Candy Minds may discontinue or suspend services where reasonably necessary, including repeated non-attendance, non-payment, inappropriate or abusive behaviour, safety concerns, violation of Candy Minds policies, behaviour that materially interferes with the professional environment, or other legitimate professional or operational reasons.

Where services are discontinued by Candy Minds and there are unused prepaid services, the applicable circumstances will be reviewed to determine whether a refund or alternative arrangement is appropriate.

Candy Minds may update this Refund & Cancellation Policy from time to time to reflect changes in services, programmes, pricing, payment systems or applicable laws. The latest version will be published on the Candy Minds website with the updated “Last Updated” date.