Cancellation and Refund Policy

1. Scope

This policy governs individual session Bookings and recurring plans booked through the Platform between a Patient and a Professional. It does not cover disputes about the quality of a session itself, which are a matter between the Patient and the Professional; the Platform's role is limited to the tools described here.

2. Booking window

A session can be booked starting at least 6 hours before its start time, and no more than 45 days in advance. The same 6-hour minimum applies when rescheduling into a new slot.

3. How payment works

• Your card is authorized (placed on hold) for the full session price when you confirm the Booking.
• The hold is captured (actually charged) at whichever comes first: approximately 6.5 days after the Booking is made, or 2 hours before the session start time.
• If a cancellation happens before capture, we simply release the hold — nothing is charged.
• If a cancellation happens after capture, and the rule below entitles you to a refund, we refund the captured amount to your card.
• If the capture itself fails, the Booking is automatically cancelled, nothing is charged, and both the Patient and the Professional are notified.

4. Patient cancellation or reschedule — 12 hours or more before the session

Full refund, or a free reschedule to a new slot — with no limit on how many times you may do this, as long as each change is made 12 hours or more before the then-scheduled start.

5. Patient cancellation or reschedule — between 2 and 12 hours before the session

You get one free action per Booking: either a free reschedule, or a cancellation with a full refund — not both. The free action belongs to the Booking, not to a given slot: if you reschedule and later cancel or reschedule the new time again, still inside a 2-12 hour window, your one free action for that Booking was already used.

6. Patient cancellation, reschedule, or no-show — less than 2 hours before the session

No refund and no rescheduling — except the right of regret in Section 8, which can still apply even inside this window.

7. Professional cancels

• 2 hours or more before the session: you receive an automatic full refund.
• Less than 2 hours before the session, more than 15 minutes late, or a no-show: you choose between a full refund and a free reschedule. Fifteen minutes' lateness is the threshold that counts as "late." If you do not choose within 7 days, you automatically receive a full refund.

8. Right of regret — 7-day window

Brazilian consumer law gives you 7 calendar days from your purchase to cancel it for a full refund, provided the session has not started.

• One-off Bookings: each Booking carries its own 7-day window, counted from that Booking's own purchase — full refund if you ask within 7 days and before that session starts, even less than 12 hours away.
• Recurring plans (vigência futura — effective when recurring plans launch, Section 10): full refund of the plan's first payment if you ask within 7 days of that purchase and before the plan's second session starts. Renewals are not covered by this right — once the window on the first payment closes, a plan session is refunded only under Section 10.
• A session already held, or missed, is outside this right.
• Request before capture: we release the hold (Section 3). Request after capture: we refund the captured amount to your card.

9. Account deletion

Deleting your account cancels your future Bookings when the deletion takes effect — 30 days after you request it. Bookings inside that 30-day window stay live and are not touched by the request itself. When deletion takes effect, each still-future Booking is handled under the rule that applies to it at that moment under Sections 4-6 above — 12 hours or more away, full refund; between 2 and 12 hours away, a refund if your one free action for that Booking is still unused, otherwise no refund; less than 2 hours away, no refund. The right of regret in Section 8 still applies to an eligible Booking even if your account is deleted before you ask. Any refund triggered by deletion includes YINFLOW's platform fee.

10. Recurring plans

This section describes a feature not yet available to Patients ("vigência futura" — future effect); it is included here so the policy is complete once the feature launches.

• A plan renews automatically every 30 days from the date of the first session, and continues until cancelled.
• Each paid period charges a fixed number of sessions — 4 for a weekly plan, 2 for a bi-weekly plan. Any extra session that falls inside the same period is a reservation: it is not charged, and it is not refundable, since you never paid for it.
• Cancelling a plan stops future renewals. Each not-yet-held charged session of the current paid period is then refunded under the Patient's own per-Booking rules: inside the 7-day window counted from the plan's first purchase, full refund even less than 12 hours away; otherwise, 12 hours or more away, full refund; between 2 and 12 hours away, full refund only if that Booking's one free action is still unused, and cancelling spends it; less than 2 hours away, or a no-show, no refund. Sessions already held are not refunded. Extra sessions beyond the fixed number charged for the period — 4 for a weekly plan, 2 for a bi-weekly plan — are uncharged reservations and refund nothing.
• Each session of a plan otherwise follows Sections 4-7 like a one-off Booking.
• Professional cancels the plan: each not-yet-held session follows Section 7, not the Patient's 12-hour rule — 2 hours or more away, automatic full refund; less than 2 hours away, you choose refund or reschedule.

11. Contact

Questions about a specific Booking, cancellation, or refund: ops@yinflow.life.