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Cancellation & Refund Policy

Effective: September 2026

Applies to: Sahara Mind therapy services offered through the platform

This Cancellation & Refund Policy explains how appointment cancellations, rescheduling, missed sessions, therapist cancellations, payment issues, and refund requests are handled by Sahara Mind.

Please read this policy before booking or purchasing therapy sessions.

1. Cancelling or Rescheduling More Than 24 Hours Before a Session

You may cancel or reschedule your therapy session without normally losing your session entitlement when the change is made at least 24 hours before the scheduled appointment time. If you cancel at least 24 hours before your appointment, the applicable session entitlement will normally be returned to your available session balance and you may select another available appointment, subject to therapist availability.

There is currently no fixed numerical limit on timely rescheduling, provided the applicable 24-hour requirement is met.

2. Cancelling or Rescheduling Less Than 24 Hours Before a Session

If you cancel or attempt to reschedule your appointment less than 24 hours before the scheduled session, the appointment will normally be treated as a late cancellation.

In this situation, the applicable session entitlement will normally be consumed. This policy applies because the therapist’s appointment time has already been reserved for your session.

3. Missed Appointments

If you do not attend a scheduled appointment and have not cancelled within the permitted time frame, the appointment may be treated as a no-show. A no-show may result in the applicable session entitlement being consumed. 

4. Late Arrival

If you join your session late, your therapist may provide the session only until the originally scheduled ending time.

Late arrival does not normally extend the appointment duration.

5. Exceptional Circumstances

Sahara Mind may review exceptional circumstances where a client is unable to attend or reschedule within the required time frame.

These circumstances may include:

  • Serious emergencies;
  • Verified Sahara Mind platform failures; or
  • Other extraordinary circumstances.

Approval of an exception is not automatic and will depend on the circumstances reviewed by Sahara Mind.

Clients should contact Sahara Mind Support for these requests rather than asking their therapist to independently restore a session.

6. Therapist Cancellations

If your therapist cancels a confirmed appointment, you will not lose the applicable session entitlement.

The session should be restored to your available balance.

You may then:

  • Rebook with the same therapist;
  • Choose another available appointment;
  • Request support from Sahara Mind; or
  • Discuss changing therapists where appropriate.

7. Technical Problems

If a verified Sahara Mind platform issue materially prevents your session from being delivered, Sahara Mind may:

  • Restore the affected session;
  • Allow you to rebook; or
  • Provide another appropriate resolution.

The resolution will depend on the verified circumstances.

Internet, device, or connectivity problems originating from the client’s environment do not automatically qualify for a replacement session, although Sahara Mind may review the circumstances where appropriate.

8. Refund Requests

Refunds are reviewed based on the circumstances of each request.

A refund or account correction may be considered in situations such as:

  • A verified duplicate payment;
  • A payment-system error;
  • Payment being received without the purchased session entitlement being created;
  • A verified Sahara Mind service failure;
  • An unauthorized transaction;
  • A therapist cancellation where another resolution is not appropriate; or
  • Another approved exceptional circumstance.

Refund eligibility is determined only after Sahara Mind reviews the relevant circumstances.

Purchasing a therapy package and later deciding not to use it does not automatically create a right to a refund unless the applicable purchase terms state otherwise.

9. Duplicate Payments

If you believe you have been charged more than once for the same transaction, please contact Sahara Mind Support. Verified duplicate charges will be reviewed for correction or refund.

10. Payment Confirmation

A therapy entitlement becomes active only after Sahara Mind receives confirmation that the payment was successfully completed. A pending, failed, or abandoned payment does not create a valid therapy entitlement.

11. Therapist Payment Restrictions

Therapists cannot independently:

  • Issue refunds;
  • Change package prices;
  • Restore session entitlements;
  • Waive platform fees;
  • Authorize free sessions; or
  • Accept payment outside Sahara Mind for Sahara Mind services.

All payment-related concerns should be directed to Sahara Mind Support.

12. Contact

If you have questions about a cancellation, missed appointment, payment issue, or refund request, please contact:

Sahara Mind Support

Email: support@saharamind.com