Refund and Cancellation Policy

www.TakalamHere.com  is a website platform (the "Platform") owned and maintained by Takalam L.T.D., a company of limited liability registered in the Abu Dhabi Global Market in Abu Dhabi, UAE. You, the User (“You”, “User”) must carefully read the terms and conditions contained herein before using the Platform.  

The Platform is not for use by anyone under the age of 18. Your use of the Platform constitutes your confirmation that you are 18 or older. If You do not agree to be bound to any term of this Refunds and Cancelation Policy, or if You are under 18 years of age, You are not authorized to access the Platform, and Takalam L.T.D. will have no liability whatsoever arising out of your unauthorized use.  

1. Making Payments and Payment Issues 

Sessions for the Counseling Services provided by your selected Counselor are booked by paying a monthly or annual subscription fee, or by paying a “per session” fee. Users may elect to purchase bundles of counseling sessions (“Session Bundles”) through the Platform. Each Session Bundle shall consist of a specified number of sessions to be utilized within one month, as detailed on the Platform at the time of purchase. You agree to be personally liable for the payment of all fees charged by Takalam L.T.D. to you when using the Counselor Services, and all such payments will be made exclusively through the payment functionality of the Platform.  

You agree to pay all fees and charges associated with your account on a timely basis and according to the fees schedule, the terms and the rates as published in the Platform. By providing Takalam L.T.D. with your Payment Means you authorize Takalam L.T.D. to bill and charge you through that Payment Means and you agree to maintain valid Payment Means information in your account information. We may store your financial information on our Platform with your consent. 

You agree that, unless otherwise agreed by Takalam L.T.D., no payment shall be refundable. If for any reason the Platform does not provide the purchased Counselor Services, you may submit a written request for a refund, including detailed information about the issue. Takalam L.T.D. will review the request and, if it is determined that you are entitled to a refund, the amount will be refunded within 30 days. This process will be conducted in accordance with ADGM and UAE consumer protection laws. You agree that your payment will not be refunded if you have committed any breach of this Refunds and Cancelation Policy or violated any applicable law while accessing the Platform. Takalam L.T.D. reserves the right to modify, terminate, or suspend any subscription plans or payment modes, in its sole discretion.  

All payments made through the Platform are processed by independent third-party payment processors. By making a payment on the Platform, you agree to be bound by the terms and conditions of the applicable payment processor. We are not responsible for any errors, delays, or security breaches caused by the payment processor. You are solely responsible for ensuring that your payment information is accurate and up to date.  

If a payment issue arises due to reasons related to Takalam L.T.D., the User must first obtain confirmation from their bank before contacting the company. To initiate a refund request, the User should submit the relevant transaction documentation through email correspondence to < info@takalam.ae >. The request will be reviewed by our team and referred to the finance department for assessment. Users will be notified of the outcome—approval or rejection—accordingly. If approved, the case will be investigated within 2 to 5 working days, and, if validated by the finance team, the refund will be processed to the User’s bank account within twenty-eight (28) working days. 

1. Payments Refunds and Cancelations 

Payment for all sessions will be taken in advance, and credit card transactions must be completed prior to the session. Users may cancel appointments with a full refund if done at least forty-eight (48) hours in advance. No refund will be issued for cancellations made less than forty-eight (48) hours before the session or for missed sessions. If a Counselor cancels a session for personal reasons, the User will receive a full refund. Users are prohibited from attending sessions under the influence of drugs or alcohol or behaving disruptively. In such cases, the session may be terminated without refund. Takalam L.T.D. reserves the right to modify refund policies in compliance with UAE and ADGM laws, ensuring Users are notified of any changes.  

If a User has been subscribed to the Platform Services for more than 30 days, including access to self-help tools and completed Counselor sessions, refunds will not be granted based on dissatisfaction with the Counselor or the content of the session or the content of the Platform, regardless of the reason. Users are encouraged to review Counselor profiles carefully before booking and may provide feedback through the Platform’s support channels, but such feedback does not entitle the User to a refund. 

1. No Show Policy 

If a User fails to join the scheduled session within the first ten (10) minutes of the agreed start time, the session will be marked as a "no-show" by the User. In such cases, the session will be considered completed, and no refund or rescheduling will be granted. 

If a Counselor fails to join the session within the first twenty (20) minutes of the scheduled start time, the session will be marked as "uncompleted." The User will be entitled to reschedule the session at no additional cost. The Counselor will receive a formal warning from Takalam L.T.D. for each no-show. Upon receiving three (3) warnings, the Counselor will be removed from the Platform. 

1. Exceptional Circumstances Policy 

In cases of exceptional circumstances—particularly those related to mental well-being or emotional distress—Users are encouraged to contact us at info@takalam.ae . If there is a valid reason for a refund, the matter will be referred to the management for a full investigation. Where appropriate, a refund may be granted, subject to a 10% deduction for administrative fees. 

If the concern involves a serious issue affecting the User’s mental health or safety during or after a session, this should be reported immediately to dpo@takalam.ae . Such matters will be reviewed with the utmost sensitivity and, if deemed appropriate following an internal investigation, a full or partial refund may be issued. 

YOU HEREBY RELEASE TAKALAM L.T.D., ITS PRESENT AND FUTURE OFFICERS, DIRECTORS, EMPLOYEES, MEMBERS, VOLUNTEERS, CONTRACTORS, REPRESENTATIVES, PARENTS, OWNERS, AFFILIATES, AGENTS, SUCCESSORS AND ASSIGNS (COLLECTIVELY, THE “TAKALAM L.T.D. RELATED PARTIES”) AND AGREE TO HOLD THE TAKALAM L.T.D. RELATED PARTIES HARMLESS FROM ANY AND ALL CAUSES OF ACTION AND CLAIMS OF ANY NATURE RESULTING FROM THE COUNSELOR SERVICES OR THE PLATFORM, INCLUDING (WITHOUT LIMITATION) ANY ACT, OMISSION, OPINION, RESPONSE, ADVICE, SUGGESTION, INFORMATION AND/OR SERVICE OF ANY COUNSELOR AND/OR ANY OTHER CONTENT OR INFORMATION ACCESSIBLE THROUGH THE PLATFORM. 

YOU UNDERSTAND, AGREE AND ACKNOWLEDGE THAT THE PLATFORM IS PROVIDED "AS IS" WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES OF ANY KIND, INCLUDING BUT NOT LIMITED TO MERCHANTABILITY, NON-INFRINGEMENT, SECURITY, FITNESS FOR A PARTICULAR PURPOSE OR ACCURACY. THE USE OF THE PLATFORM IS AT YOUR OWN RISK. TO THE FULLEST EXTENT OF THE LAW, WE EXPRESSLY DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESSED OR IMPLIED. 

YOU UNDERSTAND, AGREE AND ACKNOWLEDGE THAT THE TAKALAM L.T.D. RELATED PARTIES SHALL NOT BE LIABLE TO YOU OR TO ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE OR EXEMPLARY DAMAGES. 

If Applicable Law does not allow the limitation of liability as set forth above, the limitation will be deemed modified solely to the extent necessary to comply with Applicable Law. This limitation of liability contained in this Section 5 shall survive the termination or expiration of this Refunds and Cancelation Policy. 

1. Your Account, Representations, Conduct and Commitments 

You hereby confirm that you are legally able to consent to receive Counselor Services, and that you are legally able to enter into this Refunds and Cancelation Policy. 

You hereby confirm and agree that all the information that you provided in or through the Platform, and the information that you will provide in or through the Platform in the future, is accurate, true, current and complete. Furthermore, you agree that during the term of this Refunds and Cancelation Policy you will make sure to maintain and update this information so it will continue to be accurate, current and complete. 

You agree, confirm and acknowledge that you are responsible for maintaining the confidentiality of your password and any other security information related to your account (collectively "Account Access"). You are advised to change your password frequently and to take extra care in safeguarding your password. 

You agree to notify Takalam L.T.D. at dpo@takalam.ae immediately in the event of any unauthorized use of your Account Access or any other concern for breach of your account security. 

You acknowledge that the online messaging, teleconferencing and video conferencing experience depends on the services of internet service providers and/or other third parties outside of the control of Takalam L.T.D, and that Takalam L.T.D. accepts no liability for any interruptions, time-lags, or disconnections during the online session. 

You agree and commit not to violate any applicable national or international law, statute, ordinance, rule, regulation or ethical code in relation to your use of the Platform and your relationship with the Counselors and Takalam L.T.D. 

You will indemnify, defend and hold the Takalam L.T.D. Related Parties harmless from and against any and all claims, losses, causes of action, demands, liabilities, costs or expenses (including, but not limited to, litigation and reasonable attorneys' fees and expenses) arising out of or relating to any of the following: (a) your access to or use of the Platform; (b) any actions made with your account or Account Access whether by you or by someone else; (c) your violation of any of the provisions of this Refunds and Cancelation Policy; (d) non-payment for any of the services (including Counselor Services) which were provided through the Platform; (e) your violation of any third party right, including, without limitation, any intellectual property right, publicity, confidentiality, property or privacy right. This clause shall survive expiration or termination of this Refunds and Cancelation Policy. 

1. Resolution of Disputes 

Any disputes or claims arising out or in connection with this Refunds and Cancelation Policy shall be resolved exclusively through confidential arbitration, conducted in English in the Abu Dhabi Global Market Arbitration Centre located in Abu Dhabi, UAE and governed by the ADGM Arbitration Guidelines. Takalam L.T.D. and you agree that any awards obtained in the arbitration proceeding shall be enforceable in any government courts or departments having jurisdiction over the parties, including without limitation the Ministry of Justice of the UAE, the Abu Dhabi Judicial Department and the Dubai Courts. 

By clicking the button below to accept this Agreement, that you are the party identified in the registration process and that you represent that you have the full legal authority to enter this Agreement, and, you acknowledge your agreement to be bound by these refund and cancelation policy terms and conditions set forth or referenced below. If you do not wish to be bound by these Terms, you must not access or use the Takalam Platform or the Counseling Services.