Fulfilment & Refund Policy

Fulfilment Policy

Digital Health Program

Payment for Naluri's Digital Health Program can be made through our website. Once you have made the payment, you can already proceed to download the Naluri app. We will send you a welcome email with a link to download the app, or, you can download it through the iOS App Store (Apple) or Google Play Store (Android). You can then get started with the onboarding process in the app.

We will send you an email with a receipt confirming your purchase has been completed within 7 days of making the payment.

Should you wish to cancel your program, you may do so by emailing us at hello@naluri.life or message/call us at +60102264771 and we will send you an email confirming your account has been cancelled. You will be billed the regular amount for the current month but will not be charged for any subsequent months.

In-Person Therapy Services

You can book a session with our psychologists either through (1) our website, (2) sending us an email at hello@naluri.life, or (3) calling/messaging us at +60102264771. For your first formal counselling session with us, we will only charge you the relevant amount at the end of that session. Should you also wish to purchase sessions in advance, you may do so at the end of that session. We will send you a reminder about your session the day before.

Payment for our therapy services can only be made in cash and an electronic receipt will be provided through email and a cash receipt will be provided in person.

A summary report of your sessions is available upon request. The contents of the report will be discussed between the patient and the psychologist, but the final content of the report will be decided by your psychologist.

Refund & Cancellation Policy

Digital Health Program 

While we are confident in the quality of our Digital Health Program and the impact it will have on your health and well-being, we also want to make sure you are 100% satisfied with your investment. That’s why we provide ongoing customer support and a 14-day money back guarantee.

If you have followed your program and implemented the action steps recommended by your dedicated psychologist and expert coaches, but for any reason you are not happy with the course, simply write to our customer support team within 14 days of the program purchase date and we’ll issue a full refund if requested.

Our customer support team can be contacted at: support@naluri.life

In-Person Therapy Services 

Individual or group therapy payment is made at the end of each session unless prior arrangements have been agreed to by the therapist and the patient(s).

For package sessions, at least 24 hours advanced notice must be provided, whether by phone (at +60102264771), or by email (at support@naluri.life, or emailing your psychologist directly), if a session needs to be rescheduled or cancelled. All changes or cancellations received with less than 24 hours’ notice will be billed at the regularly established rate of service unless an alternate appointment can be scheduled within the same week. Alternate appointment times, however, are set up around the psychologist's schedule and may not necessarily be available.

This policy was established in order to ensure that all of our clients are given the attention and care they deserve. By establishing and reserving a specific appointment for each of our clients, our psychologists are effectively removing that time from their schedules. This means they are not able to schedule another client at that time or engage in any of the other duties required of them as staff. Providing 24 hours’ notice of change or cancellation allows them time to free up their schedule so that they can plan other important activities. This has several important effects:

  • It maintains trust and respect between clients and psychologists
  • It supports the maintenance of a healthy therapeutic relationship
  • It ensures that important resources such as time, money, and energy are being used to support the goals and outcomes our clients are here to work on with their psychologists.

This policy works in the opposite direction as well. Naluri reserves the right to modify or cancel any session 24 hours or more in advance if unforeseen circumstances arise. If one of our psychologists does not provide 24 hours’ notice of change or cancellation of an appointment time (without a good reason), the next session will be provided free of charge at any available date agreed on by the psychologist and client.

Special exceptions or accommodations may be extended regarding this policy due to extenuating circumstances such as extreme weather, legitimate emergencies, or approved exceptions to policy subject to Naluri’s discretion.

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