This article is intended for:
👤 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.
Self-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.
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.
Provider 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.
Platform 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.
Standard 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.
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 for your session if:
You reschedule or 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 within 15 minutes
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.
Reach out to us at [email protected] if you experience any of the above within 7 days of the affected session date. Please note that refund appeals may take up to 1 month to review and process, as some cases require additional investigation to verify the session details.
Our team will reach out via email to gather any necessary details or information needed for this investigation. To keep the process moving, your timely response is required. If we do not receive a reply after two follow-up emails, we will proceed to close the case and will no longer be able to process the refund.
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 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 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.
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
Refund request deadline
To be eligible for a session refund review, members must report any session-related issues within 7 days of the affected session date.
This reporting deadline applies to all refund requests, including issues related to:
Provider no-shows
Technical difficulties
Session disruptions
Incorrect attendance records
Other circumstances that may impact the session experience
Refund requests submitted more than 7 days after the affected session date will generally not be eligible for review, regardless of the reason for the request.
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 your Provider must explicitly confirm in writing that they are willing to waive their compensation for the session. This agreement must be 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 will not be reviewed.
If your Provider is not agreeable or does not wish to waive their compensation, we will not be able to process the refund for you.
Please note that session refund requests and appeals may take us up to 1 month to review and process, as some cases require additional investigation.
Our team will reach out via email to gather more details or information needed for the investigation.
To keep the process moving, your timely response is required. If we do not receive a reply after two follow-up emails, we will proceed to close the case and will no longer be able to process the refund.
📝 Note:
Any refunds from sessions that happened before your organization’s subscription ended will expire at the same time as the subscription. These refunds will not carry over if the subscription is renewed.