Payments, wallet and refunds

Your subscription: billing, cancelling and switching therapist

When the next month is charged, how to cancel or resume, how to switch to a therapist on the same plan, and what happens when a session isn't held.

Updated 21 October 20263 min readBy the Mytherapist.ng support team

Your subscription is managed from Subscription under the Therapy tab. This guide covers when you're charged, how to stop, how to move to another therapist, and what happens when a session isn't held. For how to start one, see Subscribe to your therapist.

When you're charged

  • The first month is charged when you subscribe.
  • Each month after that is charged three days before your first week without a paid session. We send a reminder three days before the charge.
  • The money comes from your wallet or your saved card, whichever you chose. Change it any time under Subscription; the change applies from the next charge.
  • If your card is declined, we take the month from your wallet when the balance covers it. If it doesn't, the subscription is marked past due and we try once a day. Top up your wallet or pick another card to carry on. See Card declined or payment failed.
  • If the week arrives and the month is still unpaid, the subscription ends and your hour is released. You can subscribe again if the hour is still open.
  • If your bank doesn't answer a charge, we don't charge again. The payment settles within the hour, and a payment that nothing used comes back to your wallet.

Cancelling

Tap Cancel subscription. Your subscription stops at the end of the month you've paid for: the sessions already paid for still happen, and nothing more is charged. If you change your mind before the month runs out, tap Resume.

The current month isn't refunded, with one exception: when your therapist has cancelled on you twice in the same month, you can choose End now and the sessions you haven't had are refunded to your wallet. See How refunds work.

Switching to another therapist

You can switch once a month, to a therapist on the same plan, so your price doesn't change. Switch therapist under Subscription lists the therapists with an hour open and what each would save you.

  • The sessions left in your month move to the new therapist's hour. A session less than 24 hours away stays with your current therapist.
  • Nothing is charged for the switch, and you don't need to have had a session with the new therapist first.
  • Your old hour opens to other people.

When a session isn't held

What happenedWhat happens next
You didn't join; your therapist didThe session counts as missed. It isn't refunded, and the therapist is paid for the hour. After three missed in a row, we check in with you.
Your therapist didn't joinThe therapist isn't paid. The session is added to the end of your month.
Your therapist cancels a sessionAdded to the end of your month. It counts against the therapist; after two in one month you can End now and get the rest back.
Your therapist takes a week off, with at least 7 days' noticeAdded to the end of your month.
Something failed on our sideAdded to the end of your month; it counts against nobody.
Your therapist closes the hourYour paid month finishes as planned and the subscription ends after it. Switch to another therapist to carry on.
Your therapist ends the subscriptionRare, and only for a clinical or safety reason. The sessions you haven't had are refunded to your wallet.

If a session that wasn't held is settled after your subscription has already ended, its share of the month comes back to your wallet instead.

We message you for each of these, so check your notifications and email. See Session reminders.

Was this guide helpful?

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    One card or Opay payment shows as a credit and a debit in your wallet history. Check your bank for two real debits first.

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  • Student discount

    Verify instantly with a .edu.ng, .edu or .university email, or upload a document. Student rates are set per therapist.

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All guides in Payments, wallet and refunds

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