Refund, Cancellation & Indemnity Policy

This Policy applies to all products and services offered by CogniDarn, including:

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• Digital Products: E-Books, Video Series, Calm Brain Music Series, and any downloadable or streamed content.

• Educational Services: Live Workshops, Webinars, Short Courses, and structured multi-week Programs.

• Clinical Services: Comprehensive Neuro-Sensory Assessments, Neural Integration Plans, and individual or family Consultations.

• Bundled Offerings: Any combination of the above sold as a package.

Different refund terms apply to each category and are detailed in Sections 3 through 7 below.

Across all categories, refunds will not be issued in the following circumstances:

• Change of mind after purchase, where access to the product or service has already been granted or commenced.

• Failure to read the product description, curriculum outline, or service terms prior to purchase.

• Dissatisfaction with therapeutic outcomes, as results are inherently variable and dependent on individual neurological profiles, consistency of application, and environmental factors outside CogniDarn’s control. This is explicitly disclosed in our Terms and Conditions and our clinical philosophy.

• Incompatibility with personal expectations not grounded in the described scope of the product or service.

• Technical issues originating from the Client’s own device, internet connection, browser, or operating system, where CogniDarn’s platform is functioning correctly.

• Purchases made using a third-party promotional code, discount, or gift voucher, where the specific promotional terms excluded refunds.

• Requests made after the applicable refund window has closed, as specified per product/service category below.

• No-shows: Failure to attend a scheduled session, event, or webinar without prior notice within the stipulated cancellation period.

The following digital products are strictly non-refundable once access has been granted:

• E-Books (upon download or first access)

• Video Series (upon first view or access to the platform)

• Calm Brain Music Series (upon download or first stream)

• Short Courses (upon platform access or first module view)

• Any digital bundle containing one or more of the above

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Rationale: Digital products are delivered instantly and in full upon purchase. Once accessed or downloaded, it is not possible to “return” the content. This policy is consistent with Section 38 of the Consumer Protection Act, 2019, which recognises the legitimacy of non-refundable digital goods where the consumer has been clearly informed prior to purchase and has given consent to waive their cancellation right

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3.1 Exception — Defective or Inaccessible Digital Products

A refund or replacement may be considered in the following exceptional circumstances, provided the issue is reported within 7 days of purchase:

• The digital file is corrupt, incomplete, or technically unplayable, and CogniDarn is unable to provide a functional replacement within 5 business days.

• You were charged for a product you did not purchase (billing error), supported by transaction evidence.

• Duplicate payment was made for the same product within the same transaction session.

To raise an exception claim, please contact us at refunds@cognidarn.com with your order ID, a description of the issue, and supporting screenshots or evidence. CogniDarn’s decision on exception claims shall be final.

4.1 Client-Initiated Cancellations

The following cancellation terms apply for all live workshops and webinars:

• Cancellation 7 or more days before the event: Eligible for a full credit note valid for 12 months from the date of issue, redeemable against any future CogniDarn event or digital product of equal or lesser value. No cash refund will be issued.

• Cancellation between 48 hours and 7 days before the event: Eligible for a partial credit note of 50% of the purchase value, valid for 6 months.

• Cancellation within 48 hours of the event: No refund or credit note will be issued.

• No-show (failure to attend without prior notice): No refund or credit note will be issued under any circumstances.

4.2 Transfers & Substitutions

If you are unable to attend a live event, you may request to transfer your registration to another individual, provided:

• The request is made at least 48 hours before the event.

• The substitute attendee has not previously registered for the same event.

• You notify CogniDarn in writing of the transfer and the substitute’s full name and contact details.

Transfers are permitted once per registration only.

4.3 CogniDarn-Initiated Cancellations or Postponements

In the event that CogniDarn cancels or significantly reschedules a live event (including due to Force Majeure as defined in our Terms and Conditions), you will be offered:

• A full credit note valid for 12 months, or

• A transfer of your registration to an equivalent rescheduled event at no additional cost.

Cash refunds will not be issued for CogniDarn-initiated cancellations, except where required by applicable law. CogniDarn shall not be liable for any consequential costs incurred by the Client in connection with the cancelled event, including travel, accommodation, or third-party arrangements.

5.1 Multi-Week or Cohort Programs
Programs are structured, multi-week therapeutic or educational offerings. The following terms apply:

• Cancellation before the program commencement date: A credit note for 75% of the program fee will be issued. The remaining 25% represents a non-refundable administration and preparation fee.

• Cancellation after the program has commenced but within the first 2 sessions: A credit note for 50% of the remaining program fee (pro-rated from the date of cancellation) may be issued at CogniDarn’s discretion.

• Cancellation after the 2nd session: No refund or credit note will be issued. You may, at CogniDarn’s discretion, be offered access to recorded materials from sessions attended.

 
5.2 Medical or Exceptional Circumstances
We recognise that unforeseen medical or family emergencies may arise. If you are unable to continue a program due to a documented medical emergency affecting you or your child, you may submit a request for a compassionate credit note. Such requests must be:

• Submitted in writing to [Your Email Address] within 14 days of the missed session or withdrawal.

• Supported by relevant documentation (e.g., medical certificate or hospital records).

 
CogniDarn reserves the right to determine eligibility for compassionate credits at its sole discretion. Such decisions are final and not subject to further escalation.

6.1 Consultations

Individual or family consultation sessions are subject to the following cancellation terms:

• Cancellation with more than 24 hours’ notice: The session may be rescheduled once at no additional charge. Rescheduling must occur within 30 days of the original appointment.

• Cancellation with less than 24 hours’ notice: The session fee is forfeited in full. No refund or rescheduling will be offered.

• No-show: The full session fee is charged and forfeited. No rescheduling will be offered.

A maximum of one rescheduling per booked session will be permitted across all consultations.

6.2 Comprehensive Neuro-Sensory Reports & Neural Integration Plans

These services involve significant upfront clinical labour, including intake review, parent interviews, observational analysis, report drafting, and clinical team review. Accordingly:

• Once the intake process has commenced (defined as: intake form received and acknowledged, OR first session or interview scheduled), the full fee is non-refundable.

• If you choose to withdraw from the assessment process before any clinical hours are invested and before any intake materials are reviewed, you may be eligible for a partial refund of up to 50% of the fee paid, at CogniDarn’s discretion.

• No refund will be issued once the report or plan has been delivered to you in any format (draft or final).

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Please note: Dissatisfaction with the findings, recommendations, or conclusions of a clinical report does not constitute grounds for a refund. Our clinicians exercise independent professional judgement in all assessments. If you have concerns about the clinical content of a report, we invite you to request a follow-up consultation to discuss the findings.

Where a credit note is issued in accordance with this Policy, the following terms apply:

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• Credit notes are non-transferable and may only be redeemed by the original purchaser.

• Credit notes hold no cash value and cannot be exchanged for money, in whole or in part.

• Credit notes are valid for the period specified at the time of issue (typically 6 or 12 months) and will expire if not used within that period. Expired credit notes will not be reinstated.

• Credit notes can be applied toward any CogniDarn product or service of equal or lesser value. Where the value of the replacement product or service exceeds the credit note, the difference must be paid by the Client.

• Credit notes cannot be applied toward existing discounted or promotional offerings unless expressly stated.

CogniDarn takes payment disputes and chargeback requests seriously and handles them in accordance with applicable law and our payment gateway agreements.

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• Before initiating a chargeback with your bank or payment provider, we strongly encourage you to contact us directly at [Your Email Address] to attempt resolution. Most genuine billing concerns can be resolved quickly and amicably.

• If a chargeback is initiated against a transaction where our services were duly delivered in accordance with this Policy and our Terms and Conditions, CogniDarn reserves the right to provide full documentation to the relevant payment gateway, bank, or disputes authority to contest the chargeback.

• Fraudulent chargebacks — where a Client initiates a dispute despite having received and accessed the purchased product or service — may result in permanent suspension of your account, restriction from future purchases, and, where warranted, referral to appropriate legal or regulatory authorities.

• In the event of a successful fraudulent chargeback, CogniDarn reserves the right to pursue recovery of the disputed amount plus any administrative and legal costs incurred, through civil proceedings under the Indian Contract Act, 1872.

This section sets out the full indemnity obligations of the Client with respect to their use of CogniDarn’s products and services. Please read this section carefully.

9.1 Client Indemnity Obligation

By purchasing any product or engaging any service from CogniDarn, you (the Client) agree, to the fullest extent permitted by law, to indemnify, defend, and hold harmless CogniDarn Therapeutics International Pvt Ltd, its directors, officers, employees, clinicians, consultants, affiliates, licensors, and authorised representatives (collectively, “Indemnified Parties”) from and against any and all claims, demands, actions, liabilities, losses, damages, costs, penalties, and expenses (including reasonable legal fees and court costs) arising out of or in connection with:

• Your breach of any provision of this Policy, the Terms and Conditions of Service, or the Privacy Policy.

• Your misuse, unauthorised reproduction, redistribution, or commercial exploitation of any CogniDarn digital product, including e-books, video content, music series, or course materials, in violation of the granted licence.

• Your unauthorised recording, screenshotting, or reproduction of any live or recorded workshop, webinar, or clinical session.

• Any false, misleading, or defamatory statement made by you about CogniDarn, its directors, clinical team, or its products and services, whether published online, shared on social media, or communicated to third parties.

• Any harm, loss, or damage arising from your implementation of CogniDarn’s therapeutic recommendations, music protocols, or intervention strategies in a manner inconsistent with the guidance provided.

• Your failure to seek or maintain appropriate professional medical or therapeutic supervision alongside the use of CogniDarn’s educational or clinical resources.

• Any unauthorised disclosure of third-party personal information shared in confidence during group events, in breach of your confidentiality obligations under our Terms and Conditions.

• Any act or omission on your part that results in a data breach, unauthorised sharing of a child’s personal or clinical information, or any violation of applicable data protection law.

• Any third-party claim brought against CogniDarn arising directly or indirectly from your conduct, misrepresentation, or use of our services.

9.2 CogniDarn’s Right to Defend

CogniDarn reserves the right, at its own expense, to assume exclusive control of the defence of any matter subject to indemnification by you. In such cases, you agree to cooperate fully with CogniDarn’s defence of that claim and to provide all reasonable assistance required. You shall not settle any such claim without CogniDarn’s prior written consent.

9.3 Proportionality & Contribution

Where any loss, damage, or liability is caused by the joint negligence or fault of both CogniDarn and the Client, the liability shall be apportioned between the parties in proportion to their respective degrees of fault, as determined by a competent court or arbitrator. The indemnity obligation in Section 9.1 shall apply only to the Client’s proportionate share of liability in such cases.

To the fullest extent permitted by applicable Indian law:

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• CogniDarn’s total cumulative liability to you — arising from any cause whatsoever, including breach of contract, tort, negligence, statutory duty, or otherwise — shall not exceed the total amount actually paid by you to CogniDarn for the specific product or service giving rise to the claim, in the twelve (12) months preceding the date of the claim.

• CogniDarn shall not be liable for any indirect, incidental, special, punitive, exemplary, or consequential losses or damages, including but not limited to: loss of expected therapeutic outcomes, loss of income or opportunity, emotional distress, or loss of data.

• CogniDarn shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including technical outages, internet disruptions, natural disasters, pandemics, or government-imposed restrictions (Force Majeure).

• Nothing in this Policy shall limit or exclude CogniDarn’s liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, to the extent such exclusion is not permitted by law.

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CogniDarn’s products and clinical services are not a substitute for licensed medical, psychiatric, or psychological care. While we provide evidence-informed therapeutic tools and expert guidance, outcomes depend on individual neurological factors, consistent application, and environmental variables entirely outside our control. By engaging our services, you acknowledge and accept this inherent variability.

By agreeing to this Policy, you expressly waive any right to claim from CogniDarn for:

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• Therapeutic outcomes not achieved despite use of our products or services, including but not limited to improvements in behaviour, sensory regulation, speech, communication, or academic performance.

• Any deterioration in a child’s condition that is not directly and demonstrably caused by a clinical error or negligent act by CogniDarn.

• Psychological distress arising from engagement with our content, where the content was delivered as described and without clinical negligence.

• Any reputational, professional, or financial loss alleged to arise from following CogniDarn’s recommendations.

This waiver does not affect your statutory rights under the Consumer Protection Act, 2019, or any other applicable law that cannot be excluded or limited by contract.

By purchasing from CogniDarn, you represent and warrant that:

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• You are at least 18 years of age and legally competent to enter into a binding contract under the Indian Contract Act, 1872.

• Where you are purchasing on behalf of a minor or a third party, you are the legal parent, guardian, or authorised representative of that individual and have full authority to consent on their behalf.

• All information provided to CogniDarn — including developmental histories, contact details, and clinical background — is accurate, complete, and provided in good faith.

• You will use CogniDarn’s products and services solely for their intended personal, non-commercial, therapeutic, or educational purpose.

• You understand and accept the inherent variability of therapeutic outcomes and will not initiate legal or consumer proceedings based solely on outcomes not meeting your personal expectations.

• You have not been induced to make this purchase by any representation, warranty, or guarantee not expressly stated in CogniDarn’s published materials.

This Policy is governed by the laws of India. In the event of any dispute arising from or in connection with this Policy:

• Informal Resolution First: You agree to contact CogniDarn at [Your Email Address] and allow us a reasonable period of 30 days to attempt to resolve the matter amicably before escalating to formal proceedings.

• Mediation: If informal resolution fails, the parties agree to submit the dispute to a mutually agreed mediator in Pune, Maharashtra, before approaching any court or arbitral tribunal.

• Arbitration: If mediation is unsuccessful, the dispute shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996 (India). The arbitration shall be conducted in English, seated in Pune, Maharashtra, before a sole arbitrator mutually agreed upon by both parties. The arbitrator’s award shall be final and binding.

• Jurisdiction: For any matters that proceed to court (including enforcement of an arbitral award), the parties submit to the exclusive jurisdiction of the courts in Pune, Maharashtra, India.

• Consumer Forum Rights: Nothing in this Policy shall prevent you from approaching a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, if you are a “consumer” as defined therein and your dispute falls within that statute’s scope.

All refund or credit note requests must be submitted in writing. Verbal requests will not be accepted or actioned.

To submit a request, please email us at [Your Email Address] with the subject line: “Refund/Credit Request — [Your Order ID]” and include the following:

• Your full name and registered email address

• Order ID or invoice number

• Name of the product or service purchased

• Date of purchase

• Reason for the refund or credit note request

• Any supporting documentation (e.g., medical certificate, screenshot of technical error)

CogniDarn will acknowledge your request within 3 business days and provide a decision within 14 business days of receipt of all required information. Where additional information is required from you, the 14-day period will commence from the date that information is received.

Approved refunds (where applicable) will be processed to the original payment method within 7–10 business days of approval, subject to the processing timelines of your bank or payment provider.

CogniDarn reserves the right to update or revise this Policy at any time. Any changes will be published on this page with a revised “Last Updated” date. Your continued use of our website or services after any changes constitutes your acceptance of the revised Policy. For material changes, we will endeavour to notify existing clients by email prior to the change taking effect.

For any queries, concerns, or requests relating to this Policy, please contact:

CogniDarn Therapeutics International Pvt Ltd

Attn: Client Relations & Grievance Officer

📧 Email: refunds@cognidarn.com

🌐 Website: https://www.cognidarn.com

📍 Registered Office: Pune, Maharashtra, India

Response Time: Within 3 business days of receipt of your query.