To ensure a smooth and pleasant experience for both you and our clients, here are some best practices adapted from the Health Talks Policy for Providers. In case of any discrepancies, the full policy will take precedence.
Respond to clients promptly
Aim to reply to client chat messages and emails within 48 hours, excluding weekends and public holidays.
Timely responses give clients confidence that the session is on track and help build trust in your professionalism.
Prepare for contingencies
Unforeseen circumstances can occur (e.g., illness or emergencies). If you become unavailable to deliver a scheduled health talk:
Notify MindFi as early as possible.
Where possible, identify a qualified backup or propose alternative arrangements in advance.
Any proposed replacement must be communicated to and approved by MindFi at least 48 hours before the session.
The replacement must follow the same policies, deliver the agreed content, and align with the original fee structure.
As the Provider, you are responsible for ensuring the replacement is fully briefed and ready to facilitate the session.
⚠️ If notice is given less than 48 hours before the session:
The session may need to be cancelled.
Payment will not be issued in such cases.
Supporting documentation may be requested to help us understand the reason for the late change.
⚠️ If no response or alternative is provided within 24 hours:
MindFi may arrange a replacement directly to minimize disruption for the client.
We deeply value clear communication and reliability, and your support helps us maintain a positive experience for all clients.
Avoid no-shows
Providers are expected to attend all scheduled Health Talks on time. Failure to show up without prior notice may lead to removal from the platform, as it can negatively impact MindFi’s credibility and professional standing.