Payment, Cancellation & Refund Policy

Effective date: 9 September 2026 · Version 1.0 · Operated by The BrightFamily Labs Pte. Ltd., Singapore (“TeenCare”, “we”, “us”)

In plain English. The free 15-minute Discovery Call is free — there is nothing to refund. If you take a paid TeenCare Plan, you get a full refund if you ask within 7 days of paying and before your first mentor consultation. Once that first consultation has happened, that month’s fee is not refundable, but you can reschedule any consultation free of charge with 24 hours’ notice (and get one free reschedule even inside 24 hours). On a quarterly plan, any complete month(s) you haven’t used yet are refundable pro-rata whenever you ask. If we cancel or can’t deliver a consultation, you choose a reschedule or a pro-rata refund. Refunds are initiated within 2 working days and usually reach you in 3–7 working days depending on your bank. Your rights under the Consumer Protection Act, 2019 are unaffected.

This policy applies to the free Discovery Call and to TeenCare Plans purchased on TeenCare.in, 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. Price and taxes

The Discovery Call — the free 15-minute call you get after submitting the “Tell us about your teen” form — carries no charge and nothing about it is billed. TeenCare Plans start from ₹1,999 per month, inclusive of all applicable taxes. The exact price for your plan is confirmed with you in writing on WhatsApp or email before we send you a payment link — nothing is ever charged automatically or without that confirmation. Quarterly plans (3 months) are ordinarily priced at three times your confirmed monthly rate, unless we agree a different price with you in writing on WhatsApp or email. There are no booking fees, convenience fees, platform fees or other charges beyond the confirmed plan price. A receipt showing the amount paid is emailed to you within 24 hours of payment.

2. Payment methods

Once your price is confirmed, we send a payment link for 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: before your plan period ends we send you a renewal link on WhatsApp or email; if it is not paid, your plan simply lapses and you are not charged again.

3. Cancellation and refunds

Situation	What happens
The free Discovery Call	No payment is taken for the Discovery Call, so there is nothing to cancel or refund.
You ask for a refund within 7 days of payment, and before your first mentor consultation has taken place	Full refund of the plan fee you paid.
Your first mentor consultation for that month has already taken place	That month’s plan fee is not refundable. You may reschedule any consultation free of charge with at least 24 hours’ notice. With less than 24 hours’ notice, you still get one free reschedule.
Quarterly plan — a complete month you have not yet used	Refundable pro-rata at any time on request, for each complete unused month.
TeenCare or the assigned mentor cancels, or cannot deliver, a scheduled consultation	Your choice of a free reschedule or a pro-rata refund for that consultation or month.

To ask for a refund or a reschedule, message us on WhatsApp or email support@teencare.in with your registered mobile number. The time of your request is the time used to apply the table 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 grievance@teencare.in with your payment reference and we will trace it with the payment gateway.

5. Failed or duplicate payments

If money is debited but no plan 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, grievance@teencare.in, +91 95609 33456. Customer support: +91 93556 40123 (call or WhatsApp), support@teencare.in. 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.