On Mentayar you can cancel a booked session before it starts. The refund is calculated from the time remaining until the session starts at the moment you cancel.
1. Refund table
- Cancelling with less than 24 hours to go: no refund (0%)
- Cancelling with 24 to 72 hours to go: 50% refund
- Cancelling with 72 hours to 7 days to go: 80% refund
- Cancelling with more than 7 days to go: full refund (100%)
The remainder (if any) is kept as a cancellation fee. This table may be updated; the current version is always shown to you when you book and before you confirm a cancellation, and is the one that applies.
2. Moving a session
You can request to move a session to another free time; the new time must be open in the specialist’s schedule. If you cancel after moving, the refund is worked out from the earlier of the original and the new time, so moving a session far ahead does not get around the cancellation table.
3. Full refund
The whole amount (100%) goes back to your wallet when:
- The session is cancelled by the specialist or by us, or it does not take place because of the specialist or the platform
- A payment arrived after the slot was released, or the same booking was paid twice
- A technical error meant the service you paid for was not provided
4. No-shows
If a client does not attend without notice and without cancelling, there is no refund, because the specialist kept that time free. If the specialist does not attend, the full amount is refunded. If you entered the waiting room before the session, it is not recorded as a client no-show.
5. How refunds are paid
The refunded amount goes directly to your wallet on Mentayar, not to the original card or account, and can be used for later bookings. If you prefer, you can request a withdrawal to your PayPal account or IBAN from the Wallet section; it is paid after review. Gift credit and loyalty points cannot be withdrawn and are only for purchases on the platform.
6. Session packages, tests and membership
- Session package: while no session from it has been used you can cancel it and the amount returns to your wallet. If you cancel a session booked with package credit, that session’s credit returns to the package.
- Tests: if you pay and the test cannot be provided because of a service error, the amount returns to your wallet. Once a test has started it is not refundable.
7. How to cancel a session
Sign in to your dashboard, open “My sessions” and press “Cancel session” next to the session. The refund percentage is shown to you before you confirm. After you confirm, the cancellation is recorded and the amount (if eligible) is credited to your wallet immediately.