This article is intended for:
🧑⚕️ Providers
📝 Note:
This article is adapted from the Provider Policies. In the event of any discrepancies, the Provider Policies will take precedence.
This article explains how your session fee is calculated in different situations, including cancellations, no-shows, technical issues, and session extensions.
Use the table below for a quick overview, then refer to the relevant section for details and requirements.
Compensation at a glance
Scenario | Compensation |
Session completed as scheduled | 100% of the session fee |
Member cancels less than 24 hours before the session | 50% of the session fee |
Member joins the session and then cancels | 100% of the session fee, regardless of how long the member stayed |
Member does not show up | 50% of the session fee. No compensation if the 15-min grace period is not observed |
Member joins from an environment that prevents adequate privacy or confidentiality, or significantly disrupts the session. | 50% of the session fee, provided you mark the session as a member no-show in the Portal |
Member-side or MindFi platform disruption, with 50% or more of the session completed | 100% of the session fee |
Member-side or MindFi platform disruption, with less than 50% of the session completed | 50% of the session fee |
Platform-wide issue communicated in advance, with mitigation steps provided by MindFi, but the session cannot proceed | No compensation |
Provider-side disruption, with 50% or more of the session completed | 50% of the session fee |
Provider-side disruption, with less than 50% of the session completed | No compensation |
Provider cancels the session | No compensation |
Member cancels or reschedules more than 24 hours before the session | No compensation for the original session slot |
Provider does not attend or the session cannot proceed because the provider arrives more than 15 minutes late | No compensation |
Provider arrives more than 15 minutes late, but the session is completed | 100% of the session fee, with no additional compensation for time spent making up for the delay |
Session disrupted by technical issues on an external platform | No compensation |
Session not booked and/or confirmed on MindFi | No compensation |
Session extended beyond the booked duration | Depends on the cause of the delay. See Session extensions below for details. |
The rules above are subject to the conditions and reporting requirements in the sections below.
Cancellations and rescheduling
Member cancels or requests to reschedule with less than 24 hours' notice
If a member cancels less than 24 hours before the scheduled session start time, you will receive 50% of the session fee.
If a member requests to reschedule with less than 24 hours' notice, the original session must be cancelled on the portal and a new session booked. In this case:
You will receive 50% of the session fee.
You may choose to refund the member for the cancelled session. If you issue a refund, you will not receive compensation for that session.
For the rescheduled session, you will receive your normal session fee once the new session is completed.
Member cancels or reschedules more than 24 hours in advance
If a member cancels or reschedules more than 24 hours before the scheduled session start time, you will not receive compensation for the original session slot.
For rescheduled sessions, you will receive your normal session fee once the new session is completed.
📝 Note:
If a member requests a cancellation or rescheduling via email or chat, MindFi will use the message timestamp to determine whether the request was made more or less than 24 hours in advance. This applies even if the session has not yet been updated in the app.
You cancel the session
If you cancel a session, you will not receive any compensation, regardless of how much notice you provide.
If unexpected circumstances prevent you from conducting a session, notify the member and MindFi as soon as possible.
No-shows and late arrivals
Member no-show
If a member does not attend the scheduled session, you will receive 50% of the session fee.
Follow the instructions in Marking a Session as a Member No-Show.
Before marking a member as a no-show, you must:
Wait at least 15 minutes after the scheduled start time.
Make reasonable efforts to contact the member via in-app chat and email. For more guidance, refer to The member didn't show up for the session.
If you mark a member as a no-show before waiting at least 15 minutes after the scheduled start time, the session credit will be refunded to the member, and you will not receive compensation.
Member joins from an unsuitable environment
If a member joins a session from an environment that cannot adequately protect their privacy or confidentiality, or that may significantly disrupt the session, you may choose not to proceed.
In this case, you should mark the session as a member no-show in the Portal. You will receive 50% of the session fee.
Please make reasonable efforts to explain the concern to the member before ending the session, where appropriate.
Provider no-show or late arrival
You should always join sessions on time.
You do not attend the session: You will not receive compensation.
You arrive more than 15 minutes late, and the session does not proceed: You will not receive compensation.
You arrive more than 15 minutes late, but the session is completed: You will receive 100% of the session fee.
If the session is extended to make up for time lost because you arrived late, you will not receive additional compensation for the extended time.
Repeated no-shows may result in your referrals being paused or, in more serious cases, your removal from the platform.
For more guidance, refer to The Member Didn't Show Up for the Session.
Sessions disrupted by technical or other issues
If a session cannot be completed due to technical issues or other disruptions, your compensation depends on where the issue originated and how much of the session was completed.
Issues on the member's side or MindFi's platform
If the session cannot be completed due to an issue on the member's side or a verified issue on MindFi's platform, and it cannot be continued on an external platform:
50% or more of the session completed: You will receive 100% of the session fee.
Less than 50% of the session completed: You will receive 50% of the session fee.
You must report the issue to MindFi via chat or email at [email protected] within 24 hours of the session.
Issues on your side
If the session cannot be completed due to technical issues or other disruptions on your side, and it cannot be continued on an external platform:
50% or more of the session completed: You will receive 50% of the session fee.
Less than 50% of the session completed: You will not receive compensation.
You must report the issue to MindFi via chat or email at [email protected] within 24 hours of the session.
Issues on an external platform
You will not receive compensation for sessions that are disrupted or cannot take place due to technical issues on an external platform. Resolving such issues is the responsibility of the platform or the parties using it.
Platform-wide issues communicated in advance
If MindFi provides at least 2 hours’ notice of a platform-wide issue and shares mitigation steps, no compensation will be provided if the session cannot proceed due to that issue. Providers are expected to follow the mitigation steps provided, including switching to an approved alternative platform where applicable.
Session extensions
If you choose to extend a session, additional compensation depends on the cause of the delay.
Reason for extension | Additional compensation |
Member lateness, member-side technical issues, or agreed overtime | Compensated in 60-minute blocks for Optum members or 30-minute blocks for non-Optum members, provided the member agreed to the extension. |
Verified MindFi platform issue, without at least 2 hours' advance notice | Compensated in 15-minute blocks, subject to verification. |
Verified MindFi platform issue, with at least 2 hours' advance notice | No additional compensation if the recommended mitigation steps were provided. Providers are expected to follow the instructions and switch to an approved alternative platform where appropriate. |
Provider lateness or provider-side technical issues | No additional compensation. |
Cause of disruption unclear | Compensation depends on MindFi's review:
|
Requesting additional compensation
For extensions caused by member-side issues, agreed overtime, or disruptions with an unclear cause, you must provide:
Proof of the member's agreement, such as a chat log, email, or recorded verbal confirmation.
The documented duration of the extension.
A note explaining the circumstances, if the cause was unclear during the session.
Submit your request and supporting evidence to [email protected] within 24 hours of the session.
MindFi will verify the extension against platform logs. If you continued the session on an approved external platform and the extension cannot be verified through the logs, we will confirm the duration with the member before approving compensation.
Additional time is automatically deducted from the member's available sessions, credits, or payment card on file, as applicable.
Other situations where compensation does not apply
Improper use of the platform
You may not be eligible for compensation if you do not use the platform as intended for therapy and coaching sessions, such as by using an incompatible browser or device.
Refer to Improper Use of the Platform for Therapy & Coaching Sessions for more information.
Session not booked and confirmed on MindFi
All sessions must be booked and confirmed through the MindFi platform to be eligible for compensation.
You will not receive compensation if:
A member did not book the session through the platform.
A member did not accept and confirm a session you initiated on the app.
Accepting a calendar invite does not confirm a session on the MindFi platform. The member must book the session through the app or accept and confirm a session you initiated on the platform for it to be eligible for compensation.
This requirement applies even if the session took place on an external platform. Sessions must be recorded and verified through MindFi to confirm member eligibility, maintain accurate records, meet audit requirements, and ensure timely payment processing. Sessions arranged or conducted outside the platform cannot be verified for payment.
Member refund appeals for late cancellations and no-shows
If a member cancels or requests to reschedule a session with less than 24 hours' notice, or does not attend a scheduled session, they are by default not refunded. However, they may appeal to you for a refund if they have extenuating circumstances. You or the member must notify MindFi of the member's intention to appeal within 24 hours of the scheduled session.
A refund may be processed under the following conditions:
Mutual agreement: You and the member must agree to the refund, with the agreement clearly documented in the MindFi in-app chat or via email.
Waiving the session fee: You must agree to waive your session fee for the refund to be processed.
Submission deadline: You or the member must email a copy of the documented agreement to [email protected] within 3 business days of the session date.
No mutual agreement: If you and the member cannot agree on a refund, a refund will only be issued if an investigation confirms that the issue was caused by you or MindFi's platform.
Reporting issues and compensation disputes
All issues, disputes, refund requests, and compensation questions must be reported to MindFi via chat or email at [email protected] within 24 hours of the session.
Please include all relevant details and supporting information when reporting an issue.
MindFi aims to review reported issues and make decisions on compensation or payment adjustments within 3 business days of the session date.
Business days: Monday to Friday, excluding weekends and Singapore public holidays.
Additional information: Please respond promptly to requests for more information. MindFi will follow up as needed, but if the required information is not received within the review timeframe, we may be unable to complete the review or process your case.
Payment adjustments: Approved compensation or payment adjustments will be processed as soon as possible.
Are you a member instead?