Why we require pre-counseling contributions

Pre-counseling contributions ensure that our counselors' time is deeply valued, allowing them to dedicate their full focus and energy to individuals who are serious about their personal growth and healing journey. By protecting their schedules, these contributions also help sustain our counselors' livelihoods and enable them to offer that time to other clients in need should a session not be rescheduled or canceled at least 72 hours in advance. We appreciate your understanding, as this policy helps us maintain a consistent, high-quality level of support for our entire community.

When are you eligible for a refund?

You are entitled to a full refund if any of the following apply:

• Early Cancellation: You cancel at least 72 hours before your scheduled appointment.
• Provider No-Show: Your counselor does not arrive within 15 minutes of the start time (provided you have attempted to call their extension and notified us via our contact page).
• Medical Emergency: You can provide doctor-verified documentation regarding a medical emergency.

How to process your refund

If you are canceling before the 72-hour deadline, please follow these two steps:

1. Click here to Login to your portal and cancel the session.
2. Go to your Orders page and click "Request Refund."

🎥 Need help? Watch our quick refund tutorial here.

Important Notes

• Timeline: Once processed, refunds typically appear in your account within 2 to 5 business days.
• Support: If you don't receive a refund notification or the funds haven't arrived after 5 business days, please reply to this email or submit a support ticket.

Still have questions?

If your situation falls outside these criteria, please reach out to us through our support page. We are happy to review your case with our senior administration to find a solution.