This article outlines the scenarios where you will or will not be compensated for sessions. Please review the details carefully to understand how different situations may affect your session fee.
Scenarios where you will be compensated
Completed session
You will be fully compensated for sessions that are completed as scheduled.Member cancels with less than 24 hours’ notice
If a member cancels within 24 hours of the session start time, you will receive 50% of the session fee.Member cancels after the session has started
If a member joins the session and then cancels it, you will receive 100% of the session fee, regardless for how long the member was in the sessionMember no-show
If a member does not show up for a scheduled session, you will receive 50% of the session fee. You should mark the session as a member no show on the Portal.
Session disrupted by technical issues or other issues on the member’s side or the platform, and not able to be completed on an external platform
More than 50% completed
If the session was disrupted after more than half the session time was completed, you will still receive 100% of the session fee.
Please report this to us via chat or email at [email protected].
Less than 50% completed
If the session was disrupted before half the session time was completed, you will receive 50% of the session fee.
Please report the issue to us via chat or email at [email protected].
Scenarios where you will not be compensated
You cancel the session
If you are the one who needs to cancel the session, i.e. the member is not the one requesting to cancel, you will not be compensated, regardless if the session is starting in less than 24 hours or not. The session fee will be $0.You do not show up for the session
Providers who miss a session will not receive compensation. Repeated no-shows may result in referrals being paused or in more severe situations, removal from the platform.Session was disrupted by technical issues or other issues on your end, and not able to be completed on an external platform
More than 50% completed
If the session was disrupted after more than half the session time was completed, you will receive 50% of the session fee.
Please report this to us via chat or email at [email protected].
Less than 50% completed
If the session was disrupted before half the session time was completed, you will not be compensated.
Please report the issue to us via chat or email at [email protected].
Extension of session time
If a session extends beyond the booked duration, you will not be compensated for the additional time unless the following conditions are met:
The member has explicitly agreed to the extension and to be charged for the extended time. In this case, please share a screenshot of the member’s consent with us via chat or by emailing [email protected].
You report the extension to us within 5 days after the session via chat or email at [email protected].
For sessions with Optum members, additional time is charged in 1-hour blocks. For example, if a session overran by 30 minutes, you will be compensated and the member charged for an additional hour
For sessions with non-Optum members, additional time is charged in 30-minute blocks. For example, if a session overran by 20 minutes, you will be compensated and the member charged for an additional 30 minutes
Improper use of the platform
If the platform was not used as intended for the session, such as using an incompatible browser or device, you may not be eligible for compensation. See [Improper Use of the Platform for Therapy & Coaching Sessions] for more information.Encountering technical issues on an external platform
Sessions that are disrupted or cannot take place due to technical problems on an external platform will not be eligible for compensation, as the responsibility for resolving such issues lies with the platform or the parties using it.
Session was not confirmed on the MindFi platform
If a member does not book sessions on the platform, or the member does not accept and confirm sessions initiated by you, you will not be compensated for these sessions, even if the sessions were conducted on an external platform.
This is important because all sessions must be recorded and verified through the MindFi platform to ensure accurate tracking, member eligibility, audit compliance, and timely payment processing. Sessions conducted or arranged outside the platform cannot be validated, and therefore cannot be included in the payment cycle.
You were informed in advance of a platform issue but the session did not happen
If there is a platform-wide issue, MindFi aims to inform affected Providers at least 24 hours before the session. Providers should take the necessary steps, as advised by MindFi, to mitigate the situation and ensure that sessions are not disrupted
If sessions cannot proceed, MindFi will review the situation and determine the appropriate resolution. This may include refunding members, and Provider compensation will be assessed based on the circumstances.
You did not wait for the required amount of time before marking a session as a member no show
Providers should wait for at least 15 minutes before marking a session as a member no show
If it is found that the session was marked as a member no show less than 15 minutes into the session, the session credit will be refunded to the member, and the Provider will not be compensated
Important notes
Always start sessions on time and make reasonable efforts to reach out to the member before marking them as a no-show. Refer to this article: The member didn't show up for the session
If you're unable to conduct a session due to unexpected circumstances, notify the member and MindFi as early as possible.
All disputes or compensation questions should be sent to [email protected] within 7 days of the session or earlier where applicable. Disputes submitted 7 days after the session will not be processed.
Disputes may take up to a month for review and processing.