This page explains how cancellation, rescheduling, and refunds work for Mentayar’s services. For the site’s general terms of use, see the Terms & Conditions.
1. Client Cancellation
Cancelling a paid session is always possible; only the refund amount depends on how much time remains before the session at the moment you submit the cancellation request:
- Cancelled 72 hours or more before the session: 100% refund
- Cancelled 24–72 hours before the session: 80% refund
- Cancelled 12–24 hours before the session: 50% refund
- Cancelled less than 12 hours before the session: no refund
These thresholds may be updated by Mentayar; the rate applied to any booking is whatever is in effect at the moment the cancellation request is submitted.
2. Rescheduling a Session
A rescheduling request can also be submitted at least 12 hours before the session. The request is finalized once approved by an admin or matched to the specialist’s new availability, and no additional fee is charged.
3. How Refunds Are Paid
Any refund is credited directly and instantly to your Mentayar wallet, not to the card or bank account you paid with. You can use your wallet balance to book future sessions or purchase tests, or request a withdrawal according to the withdrawal rules stated in the “Wallet” section of your account panel.
4. Cancellation or Non-Completion by the Specialist or Mentayar
If a session is not held for any reason on the part of the specialist or Mentayar, or is cancelled by us (including group session cancellations by an admin, or transferring a client to another specialist), a full refund (100%) is issued regardless of the time remaining.
5. Specialized Psychological Tests
Specialized tests (such as Esanj tests) are activated and made available to you immediately after successful payment, and refunds are not available for this category of service once payment succeeds. If a technical issue prevents you from completing a purchased test, please contact support so we can look into it.
6. How to Submit a Request
Cancelling or requesting to reschedule a session can be done with one click from the “My Sessions” section of your account panel. Any refund due is credited to your wallet immediately once the cancellation is approved.
7. Changes to This Policy
This policy may be updated from time to time; the active version is always published on this page.
8. Contact Us
For questions about refunds or cancellations, please reach us via the contact page.