Am I charged a processing fee?
Yes you are charged a 5% processing fee.
This is included in the final payment amount if the booking is accepted by the therapist.
When will you charge me?
Can I book and pay for all sessions directly through Clearhead?
Yes you can book and pay for all sessions directly through Clearhead.
To do so please use your therapist's profile link to continue booking your sessions. You will be prompted for payment via their booking page.
How do I cancel a session?
To cancel a session, log into your account and head to ‘Appointments’.
In ‘Upcoming Appointments’, click ‘cancel’ to cancel the appointment.
If the booking has been accepted by the therapist and you are cancelling more than 24 hours before the session date and time, you will be refunded, minus 5% processing fee.
If the booking has not been accepted by the therapist, we will release the full amount to you, including the 5% processing fee.
If the booking has been accepted by the therapist and you cancel less 24 hours before the session, our cancellation policy applies and we reserve the right to charge the full session cost, including the 5% processing fee.
What is your cancellation policy?
Please see our full cancellation policy for more information: View our cancellation policy.
How long does a hold release/refund take?
If the therapist does not accept the booking, the hold on the payment will be released instantly, including the 5% processing fee.
If the booking is accepted by the therapist and if you or the therapist cancels with more than 24 hours before the booking time, a refund takes 5-10 days to process;
If the therapist cancels the booking after they have accepted it, we can either support you to reschedule the booking with that therapist or another therapist, or cancel the booking and refund you the full amount, which will take 5-10 days to process.
If you cancel the booking once it has been accepted by the therapist, you can either reschedule the booking with that therapist or another therapist, or cancel the booking and we will refund you. This takes 5-10 days to process and will be refunded minus the 5% processing fee, if more than 24 hours before the booking time. View our refunds & cancellation policy.
How much is refunded if I cancel?
If an accepted booking is cancelled, this is refunded minus the 5% processing fee.
If a booking has not been accepted and is cancelled, we refund the full amount including the 5% processing fee. View our refunds & cancellation policy.
How much is refunded if the therapist cancels?
If your therapist cancels, we refund you the full amount, including the 5% processing fee. View our refunds & cancellation policy.
What happens if my therapist needs to change the time after accepting the booking?
If your chosen therapist does not respond within an appropriate time frame, we will auto-cancel the booking and return the held amount immediately.
What happens if I need to change the time after my therapist accepts the booking?
The therapist should attempt to reschedule the booking with you. When the appointment is successfully rescheduled funds will be transferred to this booking. If the therapist can’t find a suitable new time, then we can support you to find another therapist or we will refund you the amount minus the 5% processing fee.
What if my therapist informs me I have booked the wrong service (e.g. an Individual Counselling session when I meant to book a Couples’ Counselling Session)?
The therapist should attempt to reschedule the booking with you. When the appointment is successfully rescheduled funds will be transferred to this booking. If you can’t find a suitable new time, we can support you to find another therapist, or you should cancel the booking at least 24 hours before the booking and we will refund you the amount, minus a 5% processing fee.
If the cost of the service is higher, then you'll be sent an invoice from your therapist, please pay this promptly before the start of your session.
If the cost of the service is lower, then your therapist will contact the Clearhead team to ask for a refund on your behalf.
I want more sessions? What do I do?
Please book directly through the therapist's booking link and you will be directed to pay for the booking directly at checkout.
What happens if I have accidentally booked duplicate sessions via the checkout?
If you have accidentally made duplicate bookings, please cancel them as soon as possible before they are accepted by your chosen therapist, in this case we will release the full hold from your card, including the 5% booking fee.
If the booking(s) have been accepted, cancel them before the the cancellation period applies, and the funds will be released from your card within 5-10 days, minus the 5% processing fee.
What happens if my therapist doesn’t show up?
Firstly, please ensure you are aware if your appointment is online or in person.
If the appointment is online, ensure the therapist has provided you the video link ahead of the session, and the location if in person.
While a therapist no show is unlikely, if your therapist does not attend the appointment for any reason, please let us know by emailing therapist-support@myclearhead.com. We will confirm this with the therapist and when confirmed, we will refund you the full amount.
What happens if I forget to attend the appointment?
If you forget to attend the appointment we respect the right to charge the full session cost, including the 5% card fee, as per our cancellation policy, to account for the therapist’s time.
What if you are my EAP provider?
Firstly, please ensure Clearhead is your EAP provider, and not another EAP. If Clearhead is your EAP provider you may be eligible for EAP/company funded sessions. In this case you need to select ‘Employee, Members, EAP booking’ when booking therapy. EAP funded sessions may be available if you have not already utilised sessions you are eligible for. If you have utilised available sessions and session extensions, you may choose to self fund sessions if EAP funding is not an option for you.
What if I have a complaint about my session?
We are sorry to hear you were unsatisfied with your therapy session.
Please fill out our Complaints Form and we will process this according to our complaints policy.
What happens if my chosen therapist doesn’t accept the booking?
If your chosen therapist does not respond within an appropriate time frame, we will auto-cancel the booking and return the held amount immediately.
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