Refunds on Mytherapist.ng go to your wallet, not back to your card or bank. Your wallet balance doesn't expire, and you can use it for your next session.
When you get a refund automatically
| What happened | What's refunded to your wallet |
|---|---|
| You cancel before the session | What you paid, minus the cancellation fee |
| Your therapist declines the booking | Everything you paid |
| Your therapist doesn't show up | Everything you paid |
| You decline all the alternative times your therapist suggests | Everything you paid |
| Your therapist never responds and the booking is cancelled automatically | Everything you paid |
The refund shows as a credit in your wallet and in your transaction history once the cancellation or decline goes through.
Why a refund can be ₦0 or smaller than expected
Refunds return what you actually paid, not the listed session price. If you booked with a promo code, the amount that left your wallet was much smaller than the price, and the cancellation fee (at least ₦1,000) can be larger than what you paid. In that case the refund works out to ₦0. That's expected.
If you'd rather keep the session than lose the fee, rescheduling may be the better option. See reschedule a session and cancel a session.
How to request a refund
There's no refund button on the transactions screen. Refunds happen through cancellation: cancel the session in the app and the refundable amount is credited to your wallet. For a refund in any other situation, open Settings → Chat with Support in the app. A person replies Mon–Sat, 9am–5pm WAT.
Sponsored bookings
If someone else paid for the session from their sponsor wallet, the refund goes back to their wallet, not yours. See someone else is paying for my sessions.
Refunds to a card or bank
The app can't send money back to a card or bank account. Every refund is a wallet credit you can spend on sessions.
Refunds always come from what you actually paid. Your transaction history shows the exact amount that left your wallet for a booking.
Related
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Wallet top-ups and your balance
Top up from Settings, Fund Wallet with a card, Opay or bank transfer, and read your transaction history.
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Codes take a percentage or fixed amount off at booking. "Coupon not applicable" means expired, used up, or wrong context.
1 min readMy card was declined or the payment failed
Your bank or the card gateway rejected the charge. Try another card, or fund your wallet by bank transfer or Opay.
1 min readSending and receiving gifts
Send a gift from your wallet by email; the recipient redeems a 10-character code that credits their wallet.
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Didn't answer it?
A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.
In the app
Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.
Get the appOn this website
Start a chat right here. Leave an email and a phone number so the reply reaches you.
Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.
support@mytherapist.ng