Refunds & Cancellation Policy

We understand that sometimes plans change. Please read this policy carefully before booking your session.

This policy applies to both Public (self-funded) and EAP (funded) sessions booked through Clearhead.

Cancelling or rescheduling your session

You may cancel or reschedule your session up to 24 hours before your scheduled appointment time.

If you cancel more than 24 hours before your session:

Public (self-funded) bookings:

• Your session fee will be refunded.
• The 5% Clearhead platform fee and any card processing fees are non-refundable, as these cover secure payment processing and booking administration costs.

EAP-funded bookings:

• Your allocated EAP session will be returned to your account so it can be rebooked.

If you cancel within 24 hours of your session:

The session is non-refundable.

Public (self-funded) bookings:

• No session fee refund will be issued.
• The 5% platform fee and card processing fees remain non-refundable.

EAP-funded bookings:

• The session allocation will be considered used and will not be returned.

We understand that unexpected circumstances can arise. In some situations, your therapist may choose to approve a late reschedule or refund. This is at the therapist’s discretion and administered by Clearhead.

If approved, the therapist will update the booking via the Clearhead provider platform.

No-shows

If you do not attend your scheduled session and have not cancelled in advance, the session will be treated as a no-show and is non-refundable.

For EAP-funded sessions, the allocation will be considered used.

If your therapist cancels

If your therapist cancels your session:

• You may reschedule to a new agreed time at no additional cost.
• If a suitable alternative time cannot be agreed, you will receive:
  • Public (self-funded): A full refund, including the 5% platform fee.
  • EAP-funded: Your session allocation will be returned to your account.

If you choose to reschedule, no refund will be issued as the session will still be delivered at the new agreed date and time.

How refunds are processed (self-funded bookings only)

To cancel or request a refund for a confirmed session:

• Log in to your Wellbeing Portal
• Go to My Therapy
• Select your appointment and click Cancel Appointment
• Follow the prompts to complete your request

If you did not create an account, please email therapist-support@myclearhead.com as soon as possible with:

• Your full name
• Your booking details (therapist name, session date and time)
• The phone number used when making the booking.
• The reason for your cancellation or refund request.

Providing these details helps us locate your booking quickly and process your request as smoothly as possible. Please ensure your phone number is correct, as we may contact you to confirm details and avoid delays.

Refund requests are reviewed within 3 business days. Once approved, refunds are issued to your original debit / credit card used. Please allow 5–10 business days for the funds to appear in your account, depending on your bank or card provider. If at any time this is taking longer than expected, please reach out to us again: therapist-support@myclearhead.com.

Exceptional circumstances & consumer rights

We recognise that every situation is different. While our standard cancellation timeframes apply in most cases, we will consider exceptional circumstances where appropriate and where required under applicable consumer protection laws.

Nothing in this policy limits any rights you may have under applicable consumer protection legislation.