> ## Documentation Index
> Fetch the complete documentation index at: https://docs.opentherapy.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancellations and refunds

> The four cancellation policies, what a late cancellation or missed session costs, and how refunds are returned.

Cancellation terms belong to the therapist, not to Open Therapy. Each one chooses from four policies, and whichever they choose is what's shown on their profile, at checkout, in your confirmation email and in your account — because it's what the system actually charges.

## The four policies

| Policy       | Cancel free up to | Inside that window | Missed session |
| ------------ | ----------------- | ------------------ | -------------- |
| **Flexible** | 12 hours before   | No fee             | 50% of the fee |
| **Standard** | 24 hours before   | 50% of the fee     | Full fee       |
| **Firm**     | 48 hours before   | 50% of the fee     | Full fee       |
| **Strict**   | 48 hours before   | Full fee           | Full fee       |

**Standard** is the most common.

Some therapists charge nothing for anything. Their profile will say so plainly: *"Free, whenever you need to. This therapist doesn't charge a cancellation fee."*

## Two rules that are ours, not theirs

<Columns cols={2}>
  <Card title="A therapist cancelling never charges you" icon="shield-check">
    If the therapist calls off the session, there's no fee regardless of notice. That isn't a setting
    they can change.
  </Card>

  <Card title="Cancelling after the start time is a no-show" icon="clock">
    Once the session was due to begin, the missed-session rate applies rather than the late rate.
    Otherwise the no-show fee would be avoidable by anyone who remembered to press the button.
  </Card>
</Columns>

## How to cancel

<Steps>
  <Step title="Open the session">
    Find it under **Upcoming** in your sessions list and select **Cancel**.
  </Step>

  <Step title="Read the amount">
    A dialog shows exactly what will happen — for example, *"\$105.00 late cancellation fee. The
    remaining \$105.00 goes back on your card."* If there's no fee, it says so and tells you what's
    being refunded.
  </Step>

  <Step title="Add a reason if you want to">
    Optional, up to 500 characters, and shared with the therapist.
  </Step>

  <Step title="Confirm">
    The confirm button carries the amount, so you can't cancel without seeing the number.
  </Step>
</Steps>

<Note>
  The fee is recalculated at the moment you confirm. If you've had the dialog open for a while and
  crossed the notice window, the charged amount is the correct one for the time you pressed the
  button.
</Note>

The therapist is told straight away and the slot goes back on their calendar.

## Refunds

Your money goes back to the card you paid with.

* **Cancelled free**: the whole amount is refunded.
* **Cancelled late**: the fee is kept and the remainder is refunded.
* **Missed session**: the no-show rate is kept. If it's the full fee, there's nothing to refund.

How long it takes to appear is up to your bank, usually a few business days.

## Missed sessions and rebates

Medicare and private health rebates can't be claimed on a session you didn't attend. A no-show fee is a cancellation charge, not a health service, so it isn't claimable.

## Worked example

A \$210 session with a therapist on the **Standard** policy:

| When you cancel      | Fee      | Refunded |
| -------------------- | -------- | -------- |
| 3 days before        | \$0.00   | \$210.00 |
| 25 hours before      | \$0.00   | \$210.00 |
| 6 hours before       | \$105.00 | \$105.00 |
| After the start time | \$210.00 | \$0.00   |

## Emails

Cancelling produces a **Session cancelled** email to both of you. It names who cancelled, the reason if one was given, the fee kept and the amount refunded.

## If something's gone wrong

If you were charged a fee you don't think applies, write to [billing@opentherapy.app](mailto:billing@opentherapy.app) with the session details. Fees are computed from the terms attached to that specific booking, so we can show you exactly which policy was in force and when the clock started.