This article is intended for:
đ€ Members (Employees)
At MindFi, we are committed to providing safe, professional, and high-quality sessions. We understand that occasionally, a session may not meet your expectations or a Provider's conduct may fall short of our standards.
If you have concerns about how a session was conducted, we want to hear from you. Your feedback helps us address individual concerns, maintain professional standards, and continuously improve the quality of care and support available on our platform.
This policy explains what types of conduct concerns may qualify for a session quality review, how to submit a concern, how refunds are handled, and our commitment to protecting your privacy throughout the review process.
What Qualifies for a Session Quality Review?
We review every concern individually and consider the circumstances of each case. The following are examples of concerns that may qualify for a session quality review:
Unprofessional Conduct
The Provider used inappropriate or offensive language, behaved dismissively or disrespectfully, or otherwise acted in a manner that was inconsistent with MindFi's professional standards.Inappropriate or Uncomfortable Behaviour
âThe Provider engaged in behaviour that made you feel uncomfortable, including inappropriate personal comments, boundary violations, or conduct that was not appropriate for a professional Provider-member relationship.Severe Distractions or Lateness
âThe Provider was significantly late, ended the session early without mutual agreement, or was substantially distracted or multitasking during the session, such as handling unrelated tasks throughout your scheduled time.
What Generally Does Not Qualify for a Review?
Not every unsatisfactory experience will qualify for a refund. The following situations generally do not qualify when the Provider has otherwise acted professionally and followed MindFi's platform guidelines:
Subjective Style Differences
âDifferences in personality, communication style, or coaching or therapeutic approach, provided the Provider remained professional and delivered the service within the appropriate scope.
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A session may occasionally involve disagreement, emotional distress, or a breakdown in communication between a member and Provider. These situations do not automatically indicate misconduct or poor professional practice.
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If you feel that your Provider is not the right fit for you, you may choose to book sessions with another Provider on MindFi. Where appropriate, MindFi may also recommend that you and your Provider discontinue sessions together and help facilitate a re-match.
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However, if the circumstances raise concerns about professional conduct or the quality of the service provided, you may still contact us. We will review concerns about potential conduct or quality issues separately from a general fit or style mismatch.
Disagreement With Advice or Feedback
Receiving advice, feedback, or guidance that you disagree with or do not find helpful, as long as it was provided appropriately, constructively, and within the Provider's professional scope.
âChanging Your Mind After a Completed Session
Changing your mind about a session after it has been completed does not, on its own, qualify for a refund.
When Should I Submit a Concern?
To allow us to review the relevant information accurately and promptly, all session quality concerns must be submitted within 7 days of the scheduled session time.
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We are generally unable to review sessions or provide a resolution for concerns submitted after this 7-day period has passed.
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How to Submit a Session Quality Review?
If you have concerns about a recent session, please submit a request using the Session Quality Review Request Form within 7 days of the session.
Please include:
The date of the session
The Provider's name
A detailed description of what happened
Any supporting evidence, if applicable
Supporting evidence is not required to submit a concern. If you have relevant screenshots, messages, documents, or other information that you already have and are comfortable sharing, you may include them with your request.
The more specific information you can provide about what was said or done, the better we can understand and assess the situation.
đ Note:
This form is specifically for concerns about the conduct or quality of a completed session. For scheduling questions, technical issues, Provider matching, or other support requests, please contact us separately at [email protected].
How Does the Review Process Work?
Our Care Team will review the information available to us, which may include system logs, session entry and exit timestamps, account history, and other relevant platform records.
Each concern is assessed individually against MindFi's applicable Provider standards and guidelines. Our review may consider:
The nature and severity of the concern
The information and evidence available, including relevant platform records
Information provided by you and, where appropriate, the Provider
Whether there is a relevant history of similar concerns involving the Provider
Because each situation is different, similar-sounding concerns may not always result in the same outcome. We consider the specific circumstances and available information in each case while applying the same standards consistently.
The review process may take up to 3 weeks from the date you submit your concern. Once the review is complete, we will contact you by email to let you know the outcome and any applicable next steps.
Privacy & Consent
We understand that raising a concern about a Provider can feel uncomfortable, and we take your privacy seriously.
We will not disclose your identity to the Provider without your consent. Where appropriate, we may share relevant feedback with the Provider without identifying you.
However, in some cases, details about the session or the nature of your concern may make it possible for the Provider to infer who submitted the report.
If you choose not to disclose your identity or provide additional information, we will still review your concern. However, this may limit our ability to fully investigate certain aspects of the situation.
We will handle your report as confidentially as possible and only share information when necessary to review and address the concern, subject to your consent where required.
Protection From Retaliation
Providers must not retaliate against a member for raising a concern in good faith. This includes treating you differently, changing their conduct or tone towards you, or otherwise disadvantaging you because you submitted a concern.
If you believe a Provider has treated you differently after you raised a concern, please contact us as soon as possible. Any alleged retaliation will be treated as a separate and serious concern, regardless of the outcome of your original report.
You will not be penalized simply for raising a genuine concern in good faith.
Refunds and Resolutions
If our review confirms that the concern meets the criteria for a valid session quality issue, you will be refunded, so that you can book a new session with another Provider. Where relevant, our Care Team can also help you re-match with a different Provider better suited to your needs.
If our review finds that the Provider acted in accordance with MindFi's professional standards and the session was completed appropriately, no refund will be issued. We may still offer re-matching support if it seems like a better fit would help, even where no policy violation occurred.
The outcome of each review is determined on a case-by-case basis based on the circumstances and information available.
Fair Use and Repeated Complaints
Refunds for session quality concerns are intended for genuine and occasional issues with Provider conduct or session delivery. To keep our community fair and sustainable, the following limits apply:
Refund Limits
You may generally receive a maximum of 2 refunds for session quality concerns within a rolling 12-month period. Additional requests may be reviewed on a case-by-case basis where there are exceptional circumstances or serious concerns.
âAccount Review for Repeated Complaints
âIf you submit repeated complaints involving multiple Providers or consecutive sessions, our Care Team may conduct an account review before approving any further refunds.
âService and Booking Limits
âIf we determine that our platform or available Provider services are consistently unable to meet your expectations, we may recommend alternative services or support options. In cases involving repeated or unreasonable use of the session quality review process, we may also limit access to booking privileges.
Serious Safety or Professional Conduct Concerns
If your concern involves serious misconduct, harassment, discrimination, significant boundary violations, or another matter that raises a safety or professional ethics concern, please report it to us as soon as possible at [email protected].
If you believe you are in immediate danger or require urgent assistance, please contact your local emergency services or an appropriate crisis support service. See the Emergency & Crisis Support Directory.
Our Commitment to Continuous Quality
We take every report seriously. While a single concern may not always indicate a broader issue, all quality concerns are reviewed and recorded internally.
If a Provider receives repeated reports relating to conduct, professionalism, or session delivery, our Care Team may take further action, which can include contacting the Provider, conducting a formal quality review, or taking appropriate action under MindFi's Provider standards and policies.
Our goal is to maintain a safe, professional, and supportive community for everyone while respecting the privacy of individual members.
We are here to help you find the right match. If a session did not meet your expectations or you have concerns about how it was conducted, please let us know. Your feedback helps us address concerns and, where appropriate, support you in finding a Provider who is better suited to your needs and goals.