Legal
Refund and cancellation policy
Our refund and cancellation policy is designed to be as flexible as possible while protecting session time for people who need care. Easy cancellations and clear refunds are outlined below.
Flexible scheduling to fit your needs
You can cancel or reschedule from your dashboard. The refund amount depends on how much notice you give before the scheduled session.
Canceling or rescheduling your appointment
- 24-hour notice: Please give at least 24 hours’ notice if you need to cancel or reschedule. That lets us offer the time to someone else who needs support.
- Partial refund: Cancel between 24 and 48 hours before your appointment and you are eligible for a 50% refund of that session.
- No refund: We cannot refund sessions cancelled less than 24 hours before the scheduled time, or sessions you miss without notice. Completed sessions are non-refundable because the service has been delivered.
- Full refund or credit: If you cancel at least 48 hours in advance, you can take a full refund (processed within 10 business days, minus a 7.5% payment processing fee) or keep the amount as credit on your Falah Therapy account for a future booking with the same therapist.
- Therapist change: You may switch therapists once per session package, at no extra cost. Unused sessions transfer to the new therapist except those starting within 24 hours, which stay with your current therapist. After a switch, a new package purchase allows one switch again.
Special circumstances
In an emergency or unexpected situation, contact support. We will look at what happened and work with you on a fair resolution.
Rescheduling your appointment
You can reschedule at no extra charge up to 24 hours before your appointment. Requests after that follow the same rules as a cancellation. If you cancelled at least 48 hours ahead and chose account credit, use Schedule next session in your dashboard to book a new time without paying again.
How we process refunds
Cash refunds go back to your original payment method, usually within 10 business days. Your bank may take additional time to show the credit on your statement.
Know your rights
- Missing sessions without notice: If you miss a scheduled session without prior notice, you are charged for the full session.
- Therapist availability: If we have to cancel or move your session, we will give you notice and offer a new time or a full refund with no processing fee.
- Privacy: Payment details are handled securely. See our privacy policy for more.
- Disputes: If you disagree with a refund or cancellation, contact support and we will review it.
Our dedication to supporting you
This policy balances your need for flexibility with the time our therapists set aside for you. If you have questions, email support@falahtherapy.com.