This article is intended for:
š¤ Members (Employees)
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 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 Providerās end or on the platform.
Reach out to us at [email protected] if you experience any of the above. 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 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
Refund appeals
If you believe you should receive a refund despite the ineligibility reasons listed aboveāsuch as due to extenuating circumstancesāyou 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 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.
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.