Cancelling a session

You can cancel a session any time before it starts. Here's how, and what comes back to you.

Open the session from the Therapy tab and tap Cancel, or Cancel request if your therapist hasn't confirmed yet.
Choose a reason and check the fee shown.
Tick the box and tap Cancel session.

The cancellation fee is 20% of the session price, or ₦1,000 if that's more. Everything else goes straight back to your wallet.

For example, cancelling a ₦20,000 session refunds ₦16,000, and cancelling a ₦4,000 session refunds ₦3,000.

There's no fee for Prime members or for free sessions. Otherwise the fee applies whether or not your therapist has confirmed yet.

Rescheduling costs less than cancelling: ₦500, or ₦1,000 within 6 hours of the start. See Rescheduling a session.

In-person sessions: a full refund, including the room fee, up to 24 hours before the start. After that, nothing is refunded.
Covered by your employer or health plan: you weren't charged, so there's nothing to refund.
Your therapist declined or didn't reply: there's no need to cancel. You're refunded in full, with no fee, automatically.

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Rescheduling a session
Move a session to a new time, what it costs, and when it is free.
Joining your session
When your session room opens, how to get into the call, and what to do if something goes wrong.
How to book a session
Find a therapist, choose your times and pay — and what happens while your therapist confirms.
Tips for a clear call
Use Wi-Fi or strong data, close other apps, use headphones, turn the camera off if it lags, and rejoin if it drops.
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