Refund & cancellation policy

We know plans change. This policy explains how you can move a session and when we give refunds. It's part of our Terms & conditions.

Moving a session

You can move a session to another time, free of charge, from your account at app.mellbeing.com up to 24 hours before it starts. Closer to the time, write to us and we'll help if we can.

Cancellations

Sessions and packages can't be cancelled for a refund once booked. If you can't make it, please move your session instead.

If you don't join a session within 10 minutes of its start time, or ask to move it less than 24 hours before, the session counts as used. If something unexpected came up, write to us and we'll look at it with you.

Packages

Packages aren't refundable. If your counsellor doesn't feel like the right fit, we can move your remaining sessions to another counsellor at the same level of care.

A package is valid for 180 days from your first session. Sessions not used by then expire and aren't refunded.

When we refund you in full

• Your payment went through, but we couldn't confirm your booking. For example, someone else took the time just before you paid. We refund you automatically.

• We cancel your session and can't offer you another time that suits you.

• You were charged twice for the same booking.

If your counsellor or listener doesn't join, or a session can't happen because of a problem on our side, we'll arrange another session free of charge, or refund you if you prefer.

Other requests

For anything else, write to us within 7 days of your session. We look at every request fairly, and any other refund is at our discretion.

How refunds are paid

Refunds go back to the payment method you used, for the full amount you paid. Once a refund is approved, it usually reaches you within 5 to 7 working days, depending on your bank.

Contact us

Write to talk@mellbeing.com. We acknowledge every request within 48 hours.