Payment, Cancellation & Refund Policy
This policy applies to the free parent call and to TeenCare packs (Explore, Connect and Grow) purchased on TeenCare.io, on WhatsApp or by email, or in the Parent App. It is issued in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and forms part of our Terms of Service.
1. Packs, prices and taxes
The parent call — the free 15-minute call you get after submitting the “Tell us about your teen” form or booking on the site — carries no charge and nothing about it is billed. TeenCare is sold as three packs, each priced inclusive of all applicable taxes:
| Pack | Price | What it includes |
|---|---|---|
| Explore | ₹1,999 | One 45-minute mentor session (about 20 minutes with the parent, then about 25 minutes with the teen), the parent debrief and plan in the Parent App, and 30 days of Parent App access. |
| Connect | ₹4,999 ₹3,000 with the Explore credit | Four weekly mentor sessions over one month, a debrief and updated plan after each, and Parent App access for the month. |
| Grow | ₹12,999 ₹11,000 with the Explore credit | Twelve weekly mentor sessions over three months, one family session with both parents, a debrief and plan after each session, and Parent App access for three months. |
Prices are shown on TeenCare.io and on the Stripe payment page before you pay; nothing is charged automatically or without your action. There are no booking fees, convenience fees, platform fees or other charges beyond the pack price. A receipt showing the amount paid is emailed to you by Stripe on payment.
1a. The Explore promise (refund or credit)
Explore is designed to be tried. After you have completed the first session and received the debrief, you have 7 days in which to choose one of the following:
| Your choice | What happens |
|---|---|
| Not satisfied — refund. You tell us, within 7 days of completing the first session, that it has not helped. | We refund the full ₹1,999 to your original payment method. No reason, form or evidence is required. Parent App access for that pack ends when the refund is issued. |
| Satisfied — credit. You buy Connect or Grow within 7 days of completing the first session. | The ₹1,999 you paid for Explore is credited against the new pack: you pay ₹3,000 for Connect or ₹11,000 for Grow. We send you a one-time code on WhatsApp to apply at checkout. |
| You do neither within 7 days | Your Explore pack continues as bought (Parent App access for 30 days). The refund and credit options lapse; you can still buy Connect or Grow at the standard price at any time. |
The 7 days run from the end of the first session. The refund and the credit are alternatives — one Explore promise per teen — and the credit cannot be exchanged for cash or applied to a second Explore. The promise applies to the first Explore pack bought for a teen.
2. Payment methods
You pay on TeenCare.io by tapping a pack’s “Buy” button, or through a payment link we send you on WhatsApp or email, by UPI or credit and debit cards (Visa, Mastercard, American Express, RuPay), processed by Stripe, a PCI-DSS Level 1 payment processor. Because TeenCare is billed by our Singapore company, a card must have international transactions enabled — most Indian banking apps have a one-tap toggle for this; UPI needs no such setting. TeenCare does not store your card or UPI details. There is no auto-debit or auto-renewal: every pack is a one-time payment. When a pack ends we may message you on WhatsApp about the next one; nothing is charged unless you buy again.
3. Cancellation and refunds — all packs
| Situation | What happens |
|---|---|
| The free parent call | No payment is taken for the parent call, so there is nothing to cancel or refund. |
| You cancel any pack before your first mentor session has taken place | Full refund of the pack price you paid. |
| Explore — your first session has taken place | The Explore promise in section 1a applies: full refund if you ask within 7 days of completing the session, or the ₹1,999 credit if you move up within 7 days. |
| Connect or Grow — your first session has taken place | Sessions you have not yet used are refunded pro-rata on request, at the pack price divided by the number of sessions in the pack (Connect: ₹1,250 per unused session; Grow: ₹1,083 per unused session, the family session counting as one). Sessions already held, and sessions missed without notice, are not refundable. |
| Rescheduling | You may reschedule any session free of charge with at least 24 hours’ notice. With less than 24 hours’ notice, you still get one free reschedule per pack; further late reschedules count as a used session. |
| TeenCare or the assigned mentor cancels, or cannot deliver, a scheduled session | Your choice of a free reschedule or a pro-rata refund for that session. |
To ask for a refund or a reschedule, message us on WhatsApp or email help@teencare.io with your registered mobile number. The time of your request is the time used to apply the tables above.
4. Refund processing times
| Step | Timeline |
|---|---|
| Refund approved and initiated by TeenCare | Within 2 working days of your request |
| UPI / net banking | Typically 3–5 working days after initiation |
| Credit / debit cards | Typically 5–7 working days after initiation, depending on the issuing bank |
Refunds are always made to the original payment method. If a refund has not reached you within 10 working days of our confirmation, contact hello@teencare.io with your payment reference and we will trace it with the payment gateway.
5. Failed or duplicate payments
If money is debited but no pack is confirmed, the amount is reversed automatically by the payment processor, usually within 5–7 working days, in line with RBI guidelines on failed transactions. Duplicate payments are refunded in full within the same timelines. Please contact support with the transaction reference so we can expedite.
6. Your statutory rights
Nothing in this policy limits or excludes any right you have under the Consumer Protection Act, 2019, including your right to approach a Consumer Commission.
7. Grievances
Unresolved payment or refund complaints may be escalated to our Grievance Officer — Bob Silva, hello@teencare.io, +91 95609 33456. Customer support: +91 93556 40123 (call or WhatsApp), help@teencare.io. We acknowledge within 48 hours and resolve within one month. Your right to approach a Consumer Commission under the Consumer Protection Act, 2019 is unaffected. See our Grievance Redressal page.