Waiting for your therapist to confirm

After you pay, your booking is pending until your therapist accepts it. Bookings are not accepted automatically, and there is no timer that accepts them for the therapist. You get a notification when they accept, and you cannot join the session before that.

What can happen next

If your therapist suggests other times

Instead of declining, a therapist can suggest 2 to 4 alternative times while the booking is pending, with a reason. Open the session in the app to see them.

• Accept one, and the session is confirmed immediately. Confirmed works exactly like accepted.
• Decline them all, and the booking is cancelled with a full refund to your wallet.

If you got an email about suggested times but cannot see them, open that session in the app. If they still do not show, open Settings → Chat with Support and send a screenshot. A person replies Mon–Sat, 9am–5pm WAT.

While you wait

• Check the therapist's typical response time on their profile.
• You can still reschedule or cancel a pending booking. The usual fees apply. See Reschedule a session and Cancel a session.
• Want a different therapist instead? Book someone else. If money is tied up in a pending booking you no longer want, cancel it (the fee applies) and rebook.
• If you rescheduled a session, it goes back to pending as well. Silence does not mean something went wrong; the therapist simply has to accept the new time.

If the booking was cancelled

A booking that reaches its start time without a response is cancelled and refunded to your wallet. Pull down to refresh the wallet screen to see it, then book again. See How refunds work and What each appointment status means.