This article is intended for:
š¤ Members (Employees)
This guide explains how therapy and coaching sessions are charged to members, how late starts and overtime extensions are handled, and our policies regarding session refunds.
Session Charges & Deductions
Standard Booking
Sponsored members: A standard 60-minute session is equivalent to 1 credit/session. For members who are allowed to book 30-minute sessions, they are equivalent to 0.5 credit/session. This will be automatically deducted from your sponsored balance upon booking. To check how many credits/sessions are in your balance, see this article.
āSelf-paying members: If you pay out-of-pocket, the exact session fee will be clearly displayed for your review during the checkout and booking process.
Late Starts & Overtime Extensions
If a session does not run exactly as scheduled, additional charges, deductions, or limitations apply based on the cause of the disruption:
Member lateness or member-side tech issues: If you arrive late or experience technical difficulties on your end, your Provider has the right to end the session at the originally scheduled end time. In this case, the session proceeds with reduced time, and the standard full charge still applies.
ā
If you wish to make up for this lost time, you must explicitly agree during the session to extend the appointment overtime and accept the additional charges. If you agree to the extension and your Provider requests compensation for the extra duration, MindFi will verify the session length against our platform logs.
Once verified, the corresponding overtime deduction or charge will be processed automatically, and will be finalized based on platform logs if a dispute review receives no response.
āProvider lateness or Provider-side tech issues: If your Provider arrives late or experiences technical issues on their end, they may extend the session past the scheduled window to ensure you receive your full session time. You will not be charged any additional credits or fees.
āPlatform technical issues: If a session starts late due to a verified technical issue on the MindFi platform itself, your Provider may extend the session to ensure you receive your full session time. You will not be charged any additional credits or fees.
āStandard overtime conditions: For normal sessions, such as for sessions that started on time but more time is required to wrap up the session, additional charges or deductions for going overtime will only be imposed if the extension was explicitly discussed and approved by you during the session, except in cases of non-response during a dispute review.
Overtime Rates (When Applicable)
The additional costs for overtime extensions are broken down as follows:
Members accessing via company benefits: Depending on the exact length of the extension, credits will be deducted from your balance in blocks of 0.5 credit. For example, if a session was extended by 20 minutes, 0.5 credit will be deducted. If a session was extended by 40 mins, 1 credit will be deducted.
Members accessing via Optum: Overtime extensions will deduct 1 additional session from your balance, regardless of the length of the extension. For example, if a session was extended by 20 minutes, 1 additional session will still be deducted.
Self-paying members: Additional overtime minutes will be charged to your payment method on file in 30-minute blocks based on the extended duration of the session. For example, if a session was extended by 20 minutes, you will be charged for an additional 30-minute session. If a session was extended by 40 mins, you will be charged for an additional 60-minute session.
š Note:
Sessions can be extended by up to one hour. If you are using company-sponsored credits or sessions, make sure you have enough remaining to cover the additional time before extending the session.
Overtime Disputes & Member Non-Response
In the event of a dispute where your Provider reports an extension, and the platform logs show a session ran overtime, but explicit member consent for the extension and its charges is being verified:
Member outreach: Our support team will reach out to you via email to confirm the extension details.
The 72-hour response rule: You are required to respond to this verification inquiry within 72 hours. If you fail to respond within this timeframe, the platform logs will be taken as the final source of truth, and the overtime deduction (or charge) will be processed automatically to ensure Providers are fairly compensated for documented time served.
Cancellation & Refund Policy
If a scheduled session cannot be completed as planned, your eligibility for a credit reversal or financial refund depends on the timing and circumstances of the cancellation.
Eligible for refund
You will receive a full refund or applicable credit reversal in the following circumstances:
Automatic refunds
You cancel the session more than 24 hours before the scheduled start time.
Your Provider cancels the session more than 24 hours before the scheduled start time.
These refunds or credit reversals will be processed automatically, so you do not need to contact MindFi.
Cases requiring a report to MindFi
For the following situations, you must report the issue to MindFi via email at [email protected] within 24 hours of the scheduled session for your case to be reviewed:
Your Provider cancels the session within 24 hours before the scheduled start time, but you have not received a refund or credit reversal.
Your Provider does not show up within 15 minutes of the scheduled start time.
The session does not take place or is cut short, with less than 50% of the session time completed, due to technical difficulties or other issues on your Provider's end or on the MindFi platform.
Issues reported more than 24 hours after the scheduled session will not be processed.
Review and Decision Timeline
For issues reported within the required 24-hour window, MindFi will review your case and make a decision on any necessary refund or session adjustment within 3 business days of the session date.
For this policy, business days are Monday to Friday, weekends and Singapore public holidays are excluded.
To help us review your case within this timeframe, please respond promptly to any requests for additional information. Our team will follow up with you as needed. If the required information is not received within 3 business days of the session date, we may be unable to complete the review, and your case may not be processed.
If a refund or adjustment is approved, MindFi will arrange for it to be processed as soon as possible.
Please note that the 3-business-day timeline applies to the decision on your case, not necessarily the completion of the adjustment.
Not eligible for refund
You will not receive a refund if:
You cancel the session less than 24 hours before the scheduled start time. Cancellations informed via email or chat will be treated as valid based on the message timestamp, even if the session hasn't been officially updated via the app in time.
You cancel or drop out of the session after it has started, regardless for how long the session went on.
You do not attend the session (no-show).
You do not wait at least 15 minutes for your Provider to join.
Sessions are non-refundable if your Provider joins within this grace period
You join the session late but within the 15-minute grace period, and the session proceeds with reduced time.
You join the session more than 15 minutes after the scheduled start time
Your Provider may proceed with the session with reduced time or decide not to proceed. In either case, you are not eligible for a refund.
You joined the session at the wrong time, and the session either did not proceed or proceeded with reduced time at the scheduled 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 platformās side).
The session was conducted outside the MindFi platform, and you or your Provider experienced technical issues on the external platform.
You were informed in advance of a known issue but did not follow the advised mitigation steps
If there is a known issue, MindFi aims to inform affected members at least 24 hours before the session. Members should take the necessary steps, as advised by MindFi, to mitigate the situation and ensure that sessions are not disrupted
You brought an additional participant to the session without your Providerās consent, and your Provider had to end the session prematurely.
You join a session from an environment that cannot adequately ensure your privacy or confidentiality; or that might be disruptive to the session (e.g. in the train, while driving), and your Provider determines that it is not appropriate to continue the session.
The session substantially differed from the topic selected when booking, including where your Provider or MindFi recommends another Provider who is better suited to your needs.
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 appeal, subject to the requirements below:
Notify MindFi of your intention to appeal within 24 hours of the session. You must contact us via email at [email protected] within this timeframe. Requests to appeal received after 24 hours will not be processed.
Obtain your Provider's written agreement within 3 business days of the session date. You and your Provider must mutually agree to the refund, and your Provider must explicitly confirm in writing that they are willing to waive their compensation for the session. This agreement must be documented through in-app chat or email.
Submit the written agreement to MindFi. Email a copy of the conversation documenting your Provider's agreement to [email protected] within the same 3-business-day window.
For this policy, business days are Monday to Friday, weekends and Singapore public holidays are excluded.
Please respond promptly to any requests for additional information. Our team will follow up with you as needed. If the required documentation or information is not received within 3 business days of the session date, we may be unable to proceed with your appeal, and your case may not be processed.
If your Provider does not agree to waive their compensation, we will not be able to process the refund.
Submitting an appeal does not guarantee approval. All appeals remain subject to review by MindFi, and approved refunds or adjustments will be processed as soon as possible.
š Note:
Any refunds from sessions that happened before your organizationās subscription ended will expire at the same time as the subscription. These refunds will not carry over if the subscription is renewed.
How to Report a Session Issue
If you experience a session issue, need to request a refund, or wish to appeal a refund decision, please contact MindFi via email at [email protected] within 24 hours of the session.
Please include your session date, your Provider's name, and a description of the issue. Providing complete information at the outset can help us review your case more efficiently.
Our customer support team is available 24/7, so you can report an issue at any time, including weekends and public holidays.
This article is part of MindFi's broader set of therapy & coaching session policies and guidelines, which members are expected to follow.