You will be shown the option to issue a refund when cancelling a paid follow-up session or when marking a session as 'not attended' in the attendance update that appears in the Therapist Dashboard after each session is scheduled to take place.
When a therapist issues a refund, a full refund will always be issued (including the service fee). For partial refunds, please contact the team via the live chat, noting the exact session fee that would need to be refunded to the client.
Refunds cannot be reversed once issued.
We have instructions here on how to cancel an initial session.
Please note, you can also use the Edit Date/Time option to rearrange the session and carry the payment across to a new date. To rearrange a session where the start time has already passed, please contact the team.
Refunds can take up to 5-10 days to be received (depending on the client's bank), so we do always recommend this option if the client will be attending on a different date.
If the session has already been cancelled or marked as not attended, and the Refund Session button is no longer showing on the session details page, please contact the team so we can issue the refund for you, noting the client's name and the date/time of the session to be refunded.
Exceptions to the Cancellation Policy
If you would like to make an exception to the cancellation policy and issue a refund to a client who has cancelled with less than 48 hours' notice, you are welcome to do so, and we will always leave this decision to the therapist.
If a client contacts the team to request a refund for a session cancelled with less than 48 hours' notice, this request will be shared with the therapist, so the therapist can either decline, issue a refund, or authorise the team to issue a refund on the therapist's behalf.
The process is the same for both initial sessions and follow-up sessions. If a refund is issued for an initial session, the 100% commission for initial sessions will be charged on the next session booked by the client instead of the 12% rate for follow-up sessions, so the therapist needs to confirm if they want to authorise a refund or not.