Package refund policy

The short version

Packages are non-refundable. Once you buy a package, the price you paid is final. We cannot refund it back to your card or your organization's wallet.

If you cancel an individual session that was booked using a credit from your package, the credit returns to your package — you can use it to book another session. No money is refunded for the package itself.

Why packages are non-refundable

When you buy a package, your provider is paid their share immediately so they can plan around it. We don't hold that money as a deposit and then release it later — it goes to the provider right away. That makes packages a stronger commitment from both sides:

• The client locks in the discount and reserves a block of the provider's time.
• The provider gets paid up front and can plan their schedule.

Because the money has already moved, we can't reverse it later.

What happens if I cancel a session paid by package credit

The credit goes back to your package and you can book another session with it.

This applies whether you cancel 24 hours in advance or at the last minute — the credit returns either way. There is no "use it or lose it" deadline beyond the package's overall expiration date (if your package has one).

What happens if I cancel a session paid by card (not package)

The standard cancellation policy applies: full refund if you cancel 24 or more hours before the session, no refund if you cancel within 24 hours. See the Cancellation policy article for the details.

Recurring package subscriptions

If you're on a subscription package (one that auto-renews and gives you a fresh batch of credits each period), you can cancel the subscription at any time:

• Cancel at period end — you keep using the credits you already have until the current period ends, and no further charges happen.
• Cancel immediately — your subscription ends right away; you forfeit any remaining credits.

In either case, the money for billing periods that have already been charged stays with the provider. We don't refund partial periods.

What if something has gone wrong

If you believe a package was bought by mistake, or there's been a billing error or fraud, contact support. We'll review the situation case-by-case. The "non-refundable" policy is the default — it's not a blanket refusal to help when something has actually gone wrong.

Why $0 sessions don't appear in admin payouts

Two kinds of sessions are recorded in the system as $0 bookings:

• Package-credit sessions — you booked a session against a credit from your package. The provider was already paid their share when the package was purchased, so there is no per-session payout.
• Free consultations — many providers offer a free intro session. No money is ever collected, so there is nothing to pay out.

Both show up in your bookings list and on the provider's calendar like any other session, but they don't appear in the admin Payouts dashboard or in the platform's escrow figures — they have no payment side. If you're auditing payouts and a session is "missing," it's almost always one of these two reasons.