Cancelling your session
If you need to cancel or reschedule a session, please give as much notice as possible. You can cancel a session in the platform as instructed below.
To use this feature, open Unmind, navigate to Talk, click on Edit in the top right-hand corner of the session details box, and select Cancel. Make sure to provide a reason for the cancellation.
If you are unable to provide more than 24 hours notice for a cancellation, you will not be able to cancel your session directly within the platform. Instead, please reach out to your practitioner directly. Keep in mind that this will result in the loss of a session credit due to short notice.
If you don't have your practitioner's contact details or you're having trouble reaching them, you can contact us here. We’re here to assist you.
Rescheduling your session
For rescheduling a session, the quickest and easiest way is to cancel your session on the platform and book a new one. Your practitioner will be informed and you can proceed as usual.
Multiple cancellations
If multiple sessions are missed or cancelled, your practitioner might chat with you about how things are going, your reasons for missing, or if any changes are needed. As you can understand, it is important to respect your practitioner’s time, as well as your own, so please communicate any issues as soon as possible so they can be resolved.
Arriving late
- If you're running a bit behind (5-10 minutes), your therapist will reach out to you using the method you both agreed upon.
- If you happen to arrive late, keep in mind that the session clock starts ticking from the scheduled time. But don’t worry, you and your therapist can still make the most of the remaining time together.
- If you haven’t joined the session within 10 minutes, your practitioner might temporarily turn off the video and sound, but remain available in case you arrive late to the session.
- If you are regularly late, your practitioner will kindly discuss it with you during your sessions to figure out a solution that suits both of you better.
Missed sessions
If you miss a session and don’t give any prior notice, this will count as one of your sessions. You can also rebook a session on the platform. Your practitioner may reach out to you also and see if you would like to rebook.
Can't reach your practitioner?
If you're having trouble reaching your practitioner or if you don't have their contact information, please reach out to us here. If there's a genuine mistake, we'll work to make sure you don't miss out on your session.