Refunds Policy

Platform: pleso.me

Effective date: 01/07/2026 — Last updated: 16/06/2026

Contact for refund requests: hello@pleso.me

This Refund Policy explains how refunds, cancellations, and chargebacks work on the Pleso.me platform, operated by Pleso Therapy sp. z o.o. (“Pleso Therapy”, “we”, “us”). It forms part of our Terms and Conditions (in particular section 8, Cancellations and Rescheduling) and should be read together with them and with the Country Annexes to the Terms. Capitalised terms (Session, Token, Bundle, Subscription, Gift Certificate, Specialist, User) have the meanings given to them in the Terms and Conditions.

In the event of any conflict between this Policy and the mandatory consumer protection laws of the User’s country of residence (including the statutory right of withdrawal described in Section 7), those mandatory provisions and the relevant Country Annex to the Terms and Conditions shall prevail.

Quick summary

1. How payments and Tokens work

When the User purchases a single Session, a Bundle, or a Subscription, the corresponding number of Tokens is credited to their account. A Token is an internal, non-monetary unit that can be redeemed for one Session of the relevant type. A Token is not a means of payment and does not constitute electronic money; however, it carries a monetary equivalent for the purposes of refunds as set out in this Policy.

In the event of a refund to the original payment method, the Platform processes it within 10 business days of the refund being approved, using the same payment method the User used for the purchase.

Refund requests relating to Bundles, Subscriptions, or other cases not available for self-service through the Platform should be sent to the Platform’s chatbot or to hello@pleso.me. To help the Platform process the User’s request, the User should include where possible: the User’s name, the email address registered to the account, as well as the identifier of the relevant Session (date of the session and the Specialist’s name) and the identifier of the Bundle or Subscription (date of purchase and number of sessions used). If a Token was obtained as a result of a one-time purchase of a single Session, the User may independently initiate a refund through their account on the Platform before the expiry of that Token. Once the relevant request has been submitted, the refund is made to the payment method used at the time of purchase, in accordance with the Refund Policy.

2. Cancelling a Session

• Cancellation at least 24 hours before the scheduled start time. The value of the Session is returned to the User as a Token credited to the account balance. The Token may be used to book any future Session until the Token expires, unless the terms of the specific Bundle or Subscription provide otherwise.

• Cancellation less than 24 hours before the scheduled start time. No Token is credited and no value is returned, except as specified in Sections 4 and 5.

3. Rescheduling, no-shows and lateness

• Rescheduling by the User. The User may independently reschedule a Session no more than once, at least 12 hours before its scheduled start time, through the Platform. Rescheduling less than 12 hours before the start, as well as any further rescheduling of the same Session at the User’s initiative, is permitted only in cases of force majeure, with mandatory notification of the Platform through support. Please note: once such a further rescheduling of the Session has been carried out at the User’s initiative through support, the User loses the right to cancel it. Should the User subsequently withdraw from that Session, no Token is credited and no refund is issued.

• If the User does not join (no-show). The Specialist waits for 20 minutes from the scheduled start of the Session. If the User does not connect within that time, the Session is considered used (completed) and no refund or Token credit is issued.

• If the User joins the Session with a delay of no more than 20 minutes, the duration of the Session is not extended and the Session ends in accordance with the originally scheduled time. In such case, no refund for the Session is issued.

4. When you receive a cash refund

In the cases provided for in this Policy, monetary refunds are made to the same payment method that was used when paying for the relevant Service, within 10 (ten) business days from the moment the Platform accepts the relevant request:

• The Session could not be conducted for technical reasons attributable to Pleso Therapy or the Specialist;

• The Token arose from a one-time purchase of a single Session (a separate one-time payment that is not part of a Bundle or Subscription), and the User requests the Platform to refund it in monetary form — upon request through the client account functionality or to hello@pleso.me;

• The User terminates the agreement in accordance with clause 18 of the Terms and Conditions, in which case a proportional refund is made for unused Sessions;

• The User has exercised their statutory right of withdrawal within 14 days (Section 7).

5. If Specialist cancels, reschedules or does not attend

• Cancellation or rescheduling by the Specialist for a valid reason (illness, infrastructure failure, force majeure, or a health condition preventing the Specialist from conducting the Session): the User is entitled to a full refund of the Session value by Token credit or, in cases provided for in this Policy, by monetary refund, or to reschedule the Session to another time convenient for the User in accordance with the Specialist’s schedule.

• Cancellation by the Specialist without a valid reason: full Token/monetary refund or rescheduling, and if this occurred less than 24 hours before the start, compensation of the next Session with the same Specialist at 50% of the value by way of a Promo Code.

• Rescheduling by the Specialist without a valid reason: full Token/monetary refund or rescheduling, and if this occurred less than 12 hours before the start, compensation of the next Session with the same Specialist at 50% of the value by way of a Promo Code.

• Specialist no-show (without prior notice): full monetary/Token refund or rescheduling of the Session to a convenient time at the User’s discretion, and the next Session with that Specialist provided free of charge by way of a Promo Code.

• Specialist late arrival: in the case of a delay of 5–14 minutes — the time lost is made up during the Session by extending its duration; in the case of a delay of 15 minutes or more — the Session is rescheduled to another time, and the next Session with that Specialist is provided at 50% of the value by way of a Promo Code.

• Promo Codes granted as compensation are not redeemable for cash, are non-transferable to third parties, and may be used solely to book Sessions with the relevant Specialist within their validity period. A Promo Code is granted as additional compensation and does not replace any monetary or Token refund to which the User is otherwise entitled under this Policy or applicable law. The validity period of a Promo Code is determined by individual terms and may not exceed 365 days.

6. Bundles and Subscriptions

6.1 Bundles — within 14 days of purchase

A Bundle is a prepaid set of Sessions credited as Tokens, typically at a price lower than purchasing individual Sessions. If the Client is a consumer and is still within 14 days of purchasing the Bundle, the User’s statutory right of withdrawal applies (Section 7). If the User has already used some Sessions, they may still withdraw from the remainder: the User pays for the Sessions actually used at the price of one Session within the Bundle (the total Bundle price divided by the number of Sessions in the Bundle), and the unused balance is refunded to the User’s original payment method. This reflects a mandatory statutory provision and takes precedence over Section 6.2.

6.2 Bundles — after 14 days

After the 14-day withdrawal period has expired, unused Tokens from a multi-session Bundle are not eligible for a monetary refund, except where the inability to use the Sessions arose through the fault of Pleso Therapy or the Specialist. If the Platform nevertheless agrees, at the Platform’s reasonable discretion, to refund unused Sessions in exceptional circumstances, Sessions already used by the User will be charged at the standard single-Session price — the Bundle discount applies only when the Bundle has been used in full — and the remainder is refunded. Unused Tokens that expire upon the end of their validity period are not eligible for a refund.

6.3 Subscriptions

A Subscription is a Bundle that renews automatically each billing cycle, and it is in this format that the Platform offers greater discounts. The User may cancel the Subscription at any time through the Platform; cancellation takes effect at the end of the current billing period. Tokens credited for the current period remain available to the User until the end of that period. Once payment for a new billing period has been processed, no refund for that period is issued unless the mandatory consumer protection laws of the User’s country of residence provide otherwise or unless the User’s statutory right of withdrawal (Section 7) applies to that charge. Renewal reminders are sent at least 7 calendar days before each renewal, and any change to the Subscription price is communicated at least 30 calendar days in advance.

7. The User’s Statutory Right of Withdrawal (14 days)

If the User is a consumer, they have a statutory right to withdraw from a contract concluded remotely through the Platform — including a single Session, a Bundle, or a Subscription — within 14 calendar days of the date of each purchase (a single Session, Bundle, or Subscription), without stating any reason. This right is set out together with country-specific provisions in the Country Annexes to the Terms and Conditions (Poland, the United Kingdom, Ukraine).

• How to exercise it. The User must send an unambiguous statement to hello@pleso.me (or by post to the Platform’s registered office address). The User may use the standard withdrawal form available under applicable law but is not required to do so.

• If the User asked the Platform to begin before the 14 days expire. The User retains the right of withdrawal until the Services have been fully performed. If the User withdraws after Sessions have begun at the User’s express request but before full performance of the contract, the User pays only a proportionate amount for the Sessions actually provided, calculated on the basis of the total price agreed in the contract (for a Bundle — the price of one Session within that Bundle). The remainder is refunded.

• When the right is lost. The right of withdrawal is lost once the Services have been fully performed, provided that performance began with the User’s prior express consent and the User acknowledged that they would lose this right upon full performance.

• Refund timeline. The Platform refunds within 14 days of receiving the User’s withdrawal statement, to the same payment method the User used.

This statutory right always takes precedence over the general rules of this Policy where mandatory provisions of law so require.

8. Gift Vouchers (legacy)

Gift Certificates are no longer offered for sale. Gift Certificates issued previously remain valid for use until their expiry date. A Gift Certificate cannot be exchanged for cash, partially used to obtain a monetary remainder, or returned to the purchaser, and any unused balance is forfeited upon expiry.

9. Promotional codes and discounts

Discounts and free Sessions apply only when a valid Promo Code has been entered at the time of payment and cannot be applied retroactively. If multiple accounts have been registered to abuse codes or new-User discounts, the Platform reserves the right to cancel the relevant Session or order without a refund, as set out in clause 6.5 of the Terms and Conditions.

10. How to request a refund and what to expect

The User must submit their request through the Platform’s functionality or send their request to hello@pleso.me stating their name, account email address, and the relevant Session, Bundle, or Subscription. The Platform acknowledges receipt of refund requests and/or complaints within 3 business days of receipt and resolves them on the merits within 30 calendar days (with a possible extension of 15 days if additional investigation is required, with notification to the User). Approved monetary refunds are paid within 10 business days to the User’s original payment method.

11. Complaints and dispute resolution

If the User is not satisfied with how their refund request was handled, they may submit a complaint under generally applicable law in accordance with clause 16 of the Terms and Conditions, and may also contact the out-of-court dispute resolution bodies indicated for the User’s country in the relevant Annex to the Terms and Conditions. Nothing in this Policy limits the User’s statutory rights as a consumer.

12. Country-specific provisions

The statutory rights of withdrawal, refund timelines required by local law, and the competent consumer protection and dispute resolution bodies for Poland, the United Kingdom, and Ukraine are set out in the Country Annexes to the Terms and Conditions, which apply to this Policy. For Users located in the United Kingdom, in addition to the above rules, a consumer may request a monetary refund (instead of a Token) for any single Session cancelled at least 24 hours before its scheduled start time, processed within 10 business days to the original payment method.

― End of Refunds Policy ―

Pleso Therapy sp. z o.o. | hello@pleso.me | pleso.me