Booking, rescheduling and cancelling

Missed sessions and no-shows

What happens when you miss a session, how to move it cheaply, and the automatic refund when a therapist does not attend.

Updated 9 October 20262 min readBy the Mytherapist.ng support team

If you did not join the call or send a message during your session, it is marked missed. You can move a missed session to a new time for a small fee rather than booking again at full price. If your therapist did not attend, the session is marked unattended and your payment is refunded to your wallet automatically.

How attendance is decided

A check runs once the session has been over for more than 10 minutes. Joining the call room or sending at least one chat message counts as attending. Your therapist can also mark a session missed when they end it and confirm you did not attend.

If you missed the session

  • The status becomes missed. At that moment nothing has moved: no refund has been made and your therapist has not been paid.
  • Reschedule it. Open the session under Appointments and tap Reschedule. Within 48 hours of when the session ended, the fee is a small percentage of the price, shown before you confirm. On Mytherapist.ng Prime it is ₦0. The booking goes back to pending for your therapist to accept. See Reschedule a session.
  • If you do not see a Reschedule button on the missed session, open Settings → Chat with Support and ask to move it. A person replies Mon–Sat, 9am–5pm WAT. You should not pay full price again.
  • A missed session cannot be cancelled.
  • If you do not reschedule, the booking may be settled later, after a review: your therapist is paid part of the fee for the time they kept for you, and any remaining refundable amount is returned to your wallet.

If your therapist missed the session

  • The status becomes unattended and the refundable amount goes back to your wallet automatically. Pull down to refresh the wallet screen to see it.
  • If both of you were absent, the session also counts as unattended and you are refunded.
  • If you would rather rebook than walk away, chat with support about a free reschedule.
  • If the refund is not showing, chat with support and give the session date. See How refunds work.

If the call failed on our side

You do not pay for a technical failure on our side. If a session collapsed part-way because of the platform, chat with support: the refund is confirmed or you get a free reschedule.

Related: What each appointment status means, Join your session.

Was this guide helpful?

  • Cancel a session and what you get back

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  • Reschedule a session

    Move a session from the appointment screen. ₦500 more than 6 hours before, ₦1,000 within 6 hours, free on Prime.

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  • Waiting for your therapist to confirm

    Your booking stays pending until the therapist accepts. What happens if they decline, suggest times or never respond.

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All guides in Booking, rescheduling and cancelling

Didn't answer it?

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