We understand that plans can change. Here's a quick guide to when you're eligible, or not eligible, for a refund of your session credits or payments.
Eligible for refund
You will receive a full refund for your session if:
You cancel the session more than 24 hours before the scheduled start time.
The Provider cancels the session at any time.
The Provider does not show up for the session.
The session did not happen or was cut short (with less than 50% of the session time completed) because of technical issues or other issues on the Provider’s end or on the platform.
Please note that refunds may take up to 1 month to process, as some cases may require additional investigation.
Not eligible for refund
You will not receive a refund if:
You cancel the session less than 24 hours before the scheduled start time.
You cancel the session after it has started, regardless for how long the session went on
You do not attend the session (no-show).
You are late and the session proceeds with reduced time.
The platform is used improperly, such as using an incompatible device or browser. See Improper Use of the Platform for Therapy & Coaching Sessions for more details.
There were technical issues or other issues on your end that prevented the session from starting or continuing.
More than 50% of the session has been completed, even if it was cut short due to technical issues or other reasons (whether on your end, your Provider's end, or the platform’s side).
The session was conducted outside the MindFi platform, and you or your Provider experienced technical issues on the external platform.
Refund appeals
If you believe you should receive a refund despite the ineligibility reasons listed above—such as due to extenuating circumstances—you may submit a refund request if the following conditions are met:
You and your Provider mutually agree to a refund, and this agreement is clearly documented via in-app chat or email.
You email a copy of this conversation to [email protected] within 7 days of the session date. Requests submitted after 7 days won't be reviewed.
If your Provider is not agreeable, we will not be able to process the refund for you.
Please note that session refund appeals may take up to 1 month to review and process, as some cases may require additional investigation.