Cancellations & refunds

How payment works

• You pay nothing when you send a request.
• When the therapist accepts, you have up to 24 hours (and no later than one hour before the session) to pay a 50% deposit or the full price. Paying confirms the booking.
• If you paid the deposit, the balance is due before the session starts.

If you cancel (clients)

• Before you've paid — cancel free in My bookings, any time.
• 24 hours or more before the session — full refund of what you paid.
• Less than 24 hours before — the deposit (50% of the price) is not refunded, because the therapist set that time aside for you; anything you paid above the deposit is refunded.
• No-show — if the therapist arrives and you're not there or can't be reached for 20 minutes, no refund.

To cancel a paid booking, use the “Report a problem” option in the app with your booking details. The time of your message is what counts.

If the therapist cancels or doesn't come

You get a full refund, or, if you prefer, we'll help you rebook with another therapist. A therapist more than 30 minutes late without agreeing a new time with you counts as a no-show.

Problems during a session

If a session wasn't what was booked, or something made you feel unsafe, report it within 48 hours using “Report a problem” on the booking. We'll review it and may give a partial or full refund. Safety concerns are always handled first.

How refunds are paid

Refunds are sent by bank transfer to the account you paid from, usually within 5 working days of approval. If a booking expires because payment arrived after the deadline and the time slot has been taken, we'll offer a new time or a full refund.

For therapists

• Please don't accept a request unless you're sure you can make it.
• If you must cancel a confirmed booking, tell us as early as possible so we can refund or rebook the client.
• Repeated cancellations or no-shows can lead to your profile being suspended.