How you pay is arranged between you and your practitioner, and they will let you know how they prefer to handle it. Two things shape what this looks like: when you pay, and where you pay. This article covers both, plus where to find your invoices and how refunds work.
Paying before or after your session
Depending on how your practitioner has set up the appointment, you will either pay when you book or pay after your session. You will see which applies when you go to confirm.
If payment is due up front, you will see a Pay & Confirm button. The appointment is confirmed as soon as your payment goes through.
If payment is due afterwards, you simply select Confirm to book the session, and your practitioner sends you an invoice once it has taken place.
Your practitioner decides which of these applies. For more on confirming an appointment either way, see Scheduling appointments.
Paying through the platform
If your practitioner collects payment through It's Complicated, you will receive an invoice in the platform and a notification by email. You can pay securely by card or by bank transfer.
Finding your invoices and receipts
Everything you have paid for is kept for your records. You can view and download your receipts under Settings then Receipts, or from the View Receipts button on your Sessions tab. Individual invoice PDFs can also be downloaded from the paid invoice in your chat with the practitioner. A receipt is emailed to you as well each time a payment goes through.
Refunds
If you cancel a prepaid appointment before your practitioner's cancellation notice period begins, you are refunded automatically. Where your practitioner collects payment through It's Complicated, a card refund usually reaches your account within one to three days. For any other refund, such as a cancellation inside the notice period or a session paid for outside the platform, please speak to your practitioner directly.
Cancellation notice periods are set by each practitioner. For how they work and what to expect from a refund, see Cancellations and refunds.
Using health insurance
Most practitioners work on a private-pay basis, but some accept private insurance. If you hope to have part or all of your costs covered, discuss it with your practitioner before you book, and make sure any invoice you will need for reimbursement contains the right information. Our Using health insurance article covers this in full, including how to find practitioners who accept insurance.