Cancellation & Rescheduling Policy

On this page

1. 1. Cancellation Notice Required
2. 2. Summary of Fees
3. 3. Late Cancellations
4. 4. No-Shows
5. 5. Exceptional Circumstances
6. 6. Rescheduling
7. 7. Mindwell-Initiated Cancellations
8. 8. Payment of Cancellation Fees
9. 9. Repeated Cancellations
10. 10. Contact

We understand that life is unpredictable. This policy exists to be fair to both our clients and our psychologists, whose time is reserved specifically for you when an appointment is booked.

1. Cancellation Notice Required

We require a minimum of 48 hours’ notice to cancel or reschedule an appointment. This allows us to offer your appointment time to another client who may be waiting. If you cancel with at least 48 hours’ notice, any session fee you have paid is refunded.

Cancellation requests must be submitted via:

• The cancellation link in your booking confirmation email
• Email to team@mindwell.co.nz

Cancellations communicated only to your psychologist directly may not be processed in time. Please always use one of the above methods to ensure your cancellation is recorded.

2. Summary of Fees

Situation	Fee
Cancellation or reschedule with 48+ hours notice	No charge (if you cancel, your session fee is refunded)
Cancellation or reschedule with less than 48 hours notice	Full session fee
No-show (failure to attend without notice)	Full session fee
Technical issues on Mindwell’s or the psychologist’s side preventing the session	No charge (session rescheduled, or refunded if you prefer)

3. Late Cancellations

A cancellation is considered “late” if it is made with less than 48 hours notice before the scheduled appointment time. In the event of a late cancellation, the full session fee applies and the fee you paid at booking is not refunded.

This fee applies regardless of the reason for cancellation, except in genuine emergencies at Mindwell’s sole discretion (see Section 5 below).

4. No-Shows

If you do not attend your appointment and have not given any prior notice, this is considered a no-show. The full session fee applies and is not refunded. A no-show does not entitle you to a replacement session at no charge.

As a courtesy, we may send you appointment confirmation emails and reminders. However, it remains your responsibility to remember and attend your scheduled appointment. Receipt of a reminder is not a condition of the cancellation policy applying.

If you are unable to join your session due to a technical issue on your end (e.g. internet outage, device failure), please contact us as soon as possible. We will consider these on a case-by-case basis.

5. Exceptional Circumstances

We understand that genuine emergencies happen. In exceptional circumstances, such as a medical emergency, bereavement, or acute illness, we may at our discretion waive the late cancellation fee or offer a rescheduled appointment. Please contact us at team@mindwell.co.nz as soon as possible if you are in this situation.

Fees are not usually waived for circumstances that could reasonably have been anticipated, such as work commitments, scheduling conflicts, or forgetting the appointment.

6. Rescheduling

You may reschedule an appointment at no charge provided you give at least 48 hours notice. With less than 48 hours’ notice, the full session fee applies, in the same way as a late cancellation. Rescheduled appointments are subject to psychologist availability.

7. Mindwell-Initiated Cancellations

In the rare event that your psychologist needs to cancel your appointment, we will contact you as soon as possible and offer you the earliest available rescheduled appointment at no additional charge, or a full refund if you prefer. We do not charge cancellation fees when a session is cancelled by your psychologist or by Mindwell.

In the event of a technical failure on Mindwell’s or the psychologist’s end that prevents a session from proceeding (including a platform outage or connection failure), this will be treated in the same way as a psychologist cancellation: no fee will be charged and you will be offered the earliest available rescheduled appointment, or a full refund if you prefer.

Where Mindwell cancels a confirmed booking on the grounds that our services are not clinically appropriate for your needs, including where your presentation requires a higher level of care, falls outside the scope of practice of our psychologists, or where services cannot be provided safely or appropriately. A full refund of any amount paid will be issued promptly. We will, where possible, provide a signpost to a more appropriate service. See also Section 7 of our Terms of Service.

8. Payment of Cancellation Fees

Cancellation fees not already covered by your payment at booking are charged automatically to the payment card saved on your account via Stripe at the time the cancellation fee becomes applicable. By booking a session and saving your card details, you authorise Mindwell to charge applicable cancellation fees in accordance with this policy.

If you dispute a cancellation charge, please contact us at team@mindwell.co.nz within 10 working days of the charge.

9. Repeated Cancellations

We reserve the right to decline future bookings from clients who repeatedly cancel or no-show, regardless of notice given. Consistent cancellations affect the availability of appointments for other clients and the viability of our psychologists’ practice.

10. Contact

For any questions about this policy or to request a cancellation or reschedule, please contact us at team@mindwell.co.nz.