Cancellations & Refunds
Effective Date: 17.05.2024
At Mentalmatrix, we understand that situations may arise where you need to cancel an appointment or request a refund. Our goal is to ensure that you are fully satisfied with our services while also maintaining fairness and consistency in our policies. This Refunds and Cancellations Policy outlines the procedures and conditions under which cancellations and refunds may be processed, helping to clarify your rights and responsibilities as a user of our platform.
We strive to be transparent and fair in our approach, recognizing that mental health care is a deeply personal and sometimes unpredictable journey. Our policies are designed to accommodate the diverse needs of our users while ensuring that our therapists and support staff are compensated for their time and expertise. Whether you are scheduling therapy sessions, subscribing to our services, or using our therapeutic tools, we are committed to providing a flexible and user-friendly experience.
Your trust and satisfaction are of utmost importance to us. By clearly outlining our refund and cancellation procedures, we aim to foster a supportive and respectful relationship between you and our service providers. We encourage you to familiarize yourself with this policy and to reach out to our customer support team if you have any questions or require further assistance. Thank you for choosing Mentalmatrix as your partner in mental wellness, and we are here to support you every step of the way.
General Policy
Our goal at Mentalmatrix is to ensure that every user has a positive and beneficial experience with our mental health services. We understand that there may be occasions when you are not satisfied with the service or need to cancel an appointment. Our Refunds and Cancellations Policy is designed to be clear, fair, and user-friendly, ensuring that you know your rights and the procedures for cancellations and refunds.
Here are the key guidelines for our refund and cancellation policy:
User Satisfaction: We aim to provide high-quality mental health services that meet your needs and expectations. If you are not satisfied with the service, we encourage you to contact our customer support team so that we can address your concern and work towards a satisfactory resolution.
Clear Procedures: We provide straightforward procedures for canceling appointments and requesting refunds. The procedures are outlined below to help you understand the steps you need to take and the conditions that apply.
Timely Communication: We value prompt and effective communication. If you need to cancel an appointment or request a refund, please notify us as soon as possible. This allows us to manage our scheduling and resources efficiently and to address your request in a timely manner.
Fairness and Consistency: Our policy is designed to be fair and consistent for all users. We apply the same standards and conditions to all cancellation and refund requests to ensure that everyone is treated equally and with respect.
We are committed to continuously improving our services and policies based on user feedback. Your satisfaction is important to us and we appreciate your understanding and cooperation as we strive to provide the best possible mental health care.
1. Cancellations
Therapy Sessions
User-Initiated Cancellations: If you need to cancel a scheduled therapy session, you must do so at least 24 hours before the appointment time to avoid any charges. Cancellations made within 24 hours of the appointment time may be subject to a cancellation fee equal to the full session fee.
Therapist-Initiated Cancellations: If your therapist needs to cancel a session, you will be notified as soon as possible, and you will not be charged for the session. You will be given the option to reschedule the session at a convenient time.
2. Refunds
Therapy Sessions
Missed Appointments: If you miss a scheduled therapy session without providing at least 24 hours notice, you will be charged the full session fee and no refund will be issued.
Service Dissatisfaction: If you are not satisfied with the quality of a therapy session, please contact our customer support team within 7 days of the session. We will review your request and may offer a refund or credit towards future sessions at our discretion.
Special Circumstances
We understand that unforeseen circumstances may arise, preventing you from attending a session or continuing your subscription. In such cases, please contact our customer support team to discuss your situation. We will consider requests for refunds or cancellations on a case-by-case basis and may offer accommodations at our discretion.
How to Request a Refund or Cancellation
To request a refund or cancellation, please follow these steps:
3. Changes to This Policy
Mentalmatrix reserves the right to modify this Refunds and Cancellations Policy at any time. We will notify you of any significant changes by posting the updated policy on our website and through other communication channels. It is your responsibility to review this policy periodically to stay informed about any updates.
4. Contact Us
At Mentalmatrix, we are committed to providing you with exceptional customer support and ensuring that your experience with our platform is positive and satisfactory. If you have any questions, concerns, or feedback regarding our services, refunds and cancellations policy, or any other matter, please do not hesitate to contact us. Our dedicated customer support team is here to assist you and address your needs promptly.
For any inquiries, support requests, or feedback, please email us at:
Email: support@mentalmatrix.uk
Our commitment to providing exceptional care and service is at the core of everything we do. We are here to support you through every stage of your mental health journey, offering personalized solutions and expert advice to meet your unique needs.
We strive to be transparent and fair in our approach, recognizing that mental health care is a deeply personal and sometimes unpredictable journey. Our policies are designed to accommodate the diverse needs of our users while ensuring that our therapists and support staff are compensated for their time and expertise. Whether you are scheduling therapy sessions, subscribing to our services, or using our therapeutic tools, we are committed to providing a flexible and user-friendly experience.
Your trust and satisfaction are of utmost importance to us. By clearly outlining our refund and cancellation procedures, we aim to foster a supportive and respectful relationship between you and our service providers. We encourage you to familiarize yourself with this policy and to reach out to our customer support team if you have any questions or require further assistance. Thank you for choosing Mentalmatrix as your partner in mental wellness, and we are here to support you every step of the way.
General Policy
Our goal at Mentalmatrix is to ensure that every user has a positive and beneficial experience with our mental health services. We understand that there may be occasions when you are not satisfied with the service or need to cancel an appointment. Our Refunds and Cancellations Policy is designed to be clear, fair, and user-friendly, ensuring that you know your rights and the procedures for cancellations and refunds.
Here are the key guidelines for our refund and cancellation policy:
User Satisfaction: We aim to provide high-quality mental health services that meet your needs and expectations. If you are not satisfied with the service, we encourage you to contact our customer support team so that we can address your concern and work towards a satisfactory resolution.
Clear Procedures: We provide straightforward procedures for canceling appointments and requesting refunds. The procedures are outlined below to help you understand the steps you need to take and the conditions that apply.
Timely Communication: We value prompt and effective communication. If you need to cancel an appointment or request a refund, please notify us as soon as possible. This allows us to manage our scheduling and resources efficiently and to address your request in a timely manner.
Fairness and Consistency: Our policy is designed to be fair and consistent for all users. We apply the same standards and conditions to all cancellation and refund requests to ensure that everyone is treated equally and with respect.
We are committed to continuously improving our services and policies based on user feedback. Your satisfaction is important to us and we appreciate your understanding and cooperation as we strive to provide the best possible mental health care.
1. Cancellations
Therapy Sessions
User-Initiated Cancellations: If you need to cancel a scheduled therapy session, you must do so at least 24 hours before the appointment time to avoid any charges. Cancellations made within 24 hours of the appointment time may be subject to a cancellation fee equal to the full session fee.
Therapist-Initiated Cancellations: If your therapist needs to cancel a session, you will be notified as soon as possible, and you will not be charged for the session. You will be given the option to reschedule the session at a convenient time.
2. Refunds
Therapy Sessions
Missed Appointments: If you miss a scheduled therapy session without providing at least 24 hours notice, you will be charged the full session fee and no refund will be issued.
Service Dissatisfaction: If you are not satisfied with the quality of a therapy session, please contact our customer support team within 7 days of the session. We will review your request and may offer a refund or credit towards future sessions at our discretion.
Special Circumstances
We understand that unforeseen circumstances may arise, preventing you from attending a session or continuing your subscription. In such cases, please contact our customer support team to discuss your situation. We will consider requests for refunds or cancellations on a case-by-case basis and may offer accommodations at our discretion.
How to Request a Refund or Cancellation
To request a refund or cancellation, please follow these steps:
- Contact Customer Support: Email us at support@mentalmatrix.uk Include your full name, account details, and the reason for the request.
- Review Process: Our customer support team will review your request along with any relevant communication and project details.
- Resolution: Depending on the circumstances, we will work with both parties to resolve the issue. This may involve partial or full refunds at our discretion.
- Timelines: Refunds will be processed as promptly as possible, typically within 7-10 business days. The actual timeline may vary depending on payment methods and banking processes.
3. Changes to This Policy
Mentalmatrix reserves the right to modify this Refunds and Cancellations Policy at any time. We will notify you of any significant changes by posting the updated policy on our website and through other communication channels. It is your responsibility to review this policy periodically to stay informed about any updates.
4. Contact Us
At Mentalmatrix, we are committed to providing you with exceptional customer support and ensuring that your experience with our platform is positive and satisfactory. If you have any questions, concerns, or feedback regarding our services, refunds and cancellations policy, or any other matter, please do not hesitate to contact us. Our dedicated customer support team is here to assist you and address your needs promptly.
For any inquiries, support requests, or feedback, please email us at:
Email: support@mentalmatrix.uk
Our commitment to providing exceptional care and service is at the core of everything we do. We are here to support you through every stage of your mental health journey, offering personalized solutions and expert advice to meet your unique needs.