Plans change, and sometimes a session needs to be cancelled. How much notice you need to give, and whether a cancelled session is charged, depends on your practitioner. This article explains how cancellation policies work, how to cancel, and roughly when to expect a refund.
Cancellation policies
Most practitioners operate a cancellation policy. In practice, this comes down to two things: the minimum notice they ask for, and whether a session is charged if it is cancelled later than that. A common policy is to charge in full for sessions cancelled less than 24 hours in advance, but this is only a guide. Each practitioner sets their own notice period and decides whether they make exceptions, so the details are between you and them.
💡 Because policies and exceptions vary, the surest way to know where you stand is to check your practitioner's cancellation policy early on, ideally before your first session.
How to cancel
You can cancel an appointment from the appointment itself, either in your chat with the practitioner or on your Sessions tab. You can do this yourself any time up until your practitioner's notice period begins. Once the notice period has started, the appointment can no longer be cancelled on your own, so you will need to message your practitioner directly to sort it out with them.
To move a session to a different time, the simplest approach is to message your practitioner and arrange a new time together.
Refunds
If you paid for a session in advance and cancel before the notice period begins, you are refunded automatically. To request any other refund, reach out to your practitioner directly, as they decide whether a refund applies under their policy.
As a rough guide to timing: where your practitioner collects payment through It's Complicated, a card refund usually reaches your account within one to three days of being initiated. If you paid by bank transfer, or your practitioner handles payment outside the platform, a refund can take longer. For more on how payments work, see Paying for your sessions.