🚨 Important note:
Make sure that you have started the correct session, especially if you have a few upcoming sessions. Double check the member's name, and the session date and time.
Wait for at least 50% of the session time
Reach out to the member via the chat function and/or email within 15 minutes of the session time
If the member doesn't show up after 15 minutes of the session time, you can proceed to mark the session as a member no show. See Marking a Session as a Member No Show for more details
In case the member requests for a refund for their session after the session has beem marked as a member no show, they can only do so if and only if:
The member and Provider mutually agree to a refund, and this agreement is clearly documented via in-app chat or email.
The Provider agrees to waive the session fee, in order for the refund to be processed.
The member emails a copy of this conversation to [email protected] within 7 days of the session date. Requests after 7 days won't be reviewed.
If there's no mutual agreement, refunds are only given if an investigation confirms the issue was due to the Provider or MindFi's platform.
You can view the fee of a session by going to the Provider Portal > Bookings