Open the session under Appointments and cancel it before the start time; you will be asked for a reason. The cancellation fee is 20% of the session price with a minimum of ₦1,000, taken from what you paid. The rest goes back to your wallet. On Mytherapist.ng Prime, cancelling is free.
When you can cancel
- While the booking is pending, accepted or confirmed, and before its start time.
- Once the start time has passed, or the session is marked missed or completed, you see "You can't cancel this appointment anymore." At that point the only option is to reschedule, if the session still qualifies. See Reschedule a session.
What you get back
Your refund is what you paid minus the fee, credited to your wallet. Refunds never go back to your card. See How refunds work.
The fee is worked out on the session's full price, before any discount, and it is never less than ₦1,000. For example:
| You paid | Fee | Back to your wallet |
|---|---|---|
| ₦5,000 | ₦1,000 (20%, which is also the minimum) | ₦4,000 |
| Less than ₦1,000, say after a discount | ₦1,000 minimum | ₦0 |
A cheap or heavily discounted booking can therefore refund very little, or nothing. That is expected, not an error.
Some booking screens say "Free reschedule up to 24h before · Refundable until then". The rule that applies is the 20% fee with a ₦1,000 minimum, unless you are on Prime, where cancelling is free.
A cheaper option
If you want to move the session rather than drop it, rescheduling costs ₦500 (more than 6 hours before) or ₦1,000 (within 6 hours), which is usually less than cancelling. See Reschedule a session.
Your therapist cannot cancel
Therapists cannot cancel a booking. Before accepting, they can decline it, which refunds you in full, or suggest alternative times. See Waiting for your therapist to confirm. If your therapist does not turn up for an accepted session, you are refunded automatically. See Missed sessions and no-shows.
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