Under-Control

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Refund Policy

Last updated: May 13, 2026

This Refund Policy explains when and how Under-Control issues refunds for consultations and packages purchased through the platform. By completing a purchase you confirm that you have read and accepted these terms.

1. Eligibility for a refund

You are entitled to a refund in the following situations:

  • 14-day cooling-off period: you may request a full refund within 14 days of purchase for any session or package that has not yet been delivered (no consultation conducted, no clinical plan issued).
  • Cancelled by us: if we cancel a confirmed session for any reason and cannot reschedule it within a reasonable time, you receive a full refund for that session.
  • Service not as described: if a delivered consultation materially differs from what was described on the platform at the time of purchase.
  • Duplicate or accidental charges: charged twice for the same session, or charged in error — refunded in full upon verification.

2. Partially-used packages

For multi-session packages (4, 8, or 12 sessions) where you have used some sessions already:

  • Sessions that have been delivered are non-refundable.
  • Unused sessions are refundable at the standard single-session rate, not the discounted package rate. Example: an 8-session package at $480 (effectively $60/session) — if 2 sessions are used and 6 remain, the refund is $480 − (2 × $75) = $330.
  • Free bonus sessions (“+1 free”, “+2 free”) have no monetary value and are forfeited on partial refund.

3. Cancellations and reschedules

  • More than 24 hours before the session: reschedule or cancel free of charge. A full refund is available for cancelled sessions.
  • Less than 24 hours before the session: the session is treated as delivered and is non-refundable. You may reschedule once at our discretion.
  • No-show: the session is treated as delivered and is non-refundable.

4. How to request a refund

Email billing@under-control.com from the address on your account with:

  • your name and the email used at checkout,
  • the date of purchase and order or confirmation number,
  • a short explanation of the reason for the refund request.

We respond within 3 business days. If the refund is approved, the funds are returned to the original payment method via Stripe.

5. Processing times

  • Approval: within 3 business days of receiving a complete request.
  • Refund initiation: we issue the refund through Stripe within 1 business day of approval.
  • Funds back on your card or account: 5–10 business days after Stripe issues the refund, depending on your bank and country. Some banks may take up to 30 days in exceptional cases.

6. Payment method

All refunds are issued to the original payment method used at checkout. We cannot redirect refunds to a different card, bank account, or person. If your original card has expired or been cancelled, Stripe will route the refund to the replacement card on file with your bank; if no replacement exists, your bank will normally credit your bank account directly. If a refund cannot be completed for technical reasons, we will contact you to arrange an alternative within applicable law.

7. Chargebacks and disputes

We ask that you contact us first at billing@under-control.com before raising a dispute with your card issuer or bank. We can usually resolve concerns within 3 business days. If you choose to dispute a charge with your bank, we cooperate fully with Stripe’s dispute-resolution process and will provide evidence of the service delivered (booking record, consultation confirmation, communication history).

8. Currency and fees

All prices are shown in US Dollars (USD). Refunds are issued in the same currency as the original charge. Currency-conversion differences between purchase and refund may result in a small variance on your statement; we are not responsible for those FX differences, which are determined by your card issuer.

9. Statutory rights

This policy does not limit your statutory consumer rights in your country of residence. Where local law grants you broader refund or cancellation rights than this policy, those rights apply.

10. Contact

For any refund or billing question, contact us:
Email: billing@under-control.com
Phone: (555) 555-5555