You will be shown the option to issue a refund when cancelling a 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 amount 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.