Unmind’s cancellation policy
Clients can cancel and reschedule sessions on the platform. Clients are asked to give a reason for cancelling which will be shared with you.
Sessions cancelled or rescheduled with less than 24 hours’ notice will count towards the client’s session allowance.
Practitioners are encouraged to discuss attendance and engagement with clients to ensure they make the most out of their sessions and understand the benefits of regular sessions.
Contracting
When you begin working with a new client, please ensure they understand the Unmind cancellation policy and that you agree on what should happen if they do not show up to or are late for a session.
Late notice cancellations
If a client cancels or reschedules a session less than 24 hours before the session start time, this will count towards one of their sessions and you will be paid the full rate for this session.
Please confirm if a session has been cancelled late by using the session confirmation feature in Unmind Connect. You can read more about it here.
This is to ensure your payment goes out to you as usual. If you don't confirm that your sessions took place or were late cancellations or no-shows, your payment will be delayed.
If there are multiple consecutive cancellations, we encourage you to take the following actions:
- Discuss this with your client directly to find a solution together and understand the root cause, e.g. find a better time in the day that suits to avoid being called into meetings
- Discuss the issue in supervision
- If you think the client is struggling to engage or it's not the right time etc, you can suggest the client comes back at a later date, or sees someone else.
- Please do not continue to book sessions with a client who continues to cancel sessions late, and raise this with the Unmind Support team.
If you have the opportunity to see them again, then it may form part of your session so you can problem-solve together any issues around engagement, motivations or the reassessment of goals.
As part of that discussion, it may be helpful to outline any future dates you are both unavailable or move to a flexible session structure.
Lateness
As part of your contracting, in your initial conversation with the client, agree on what will happen if they are late (e.g. how they should contact you if they are running late, and how long you will wait for them).
- If a client is 5-10 minutes late for a session, contact your client in the agreed manner and state a time you will wait for them (e.g. If I have not heard from you by 13:20, I will assume you will not be able to attend today.)
- If the client arrives late to the session, this will count as their session. It is up to you and the client if you want to use the remaining time of your session.
- If the client hasn't joined the session within 10 minutes, and you haven't agreed on how long you will wait for them, you can temporarily turn off the video and sound, but please remain available in case the client arrives late to the session.
- If a client is repeatedly late, you may want to consider exploring this during a session and problem-solving any issues.
No-shows
If a client does not attend a session and has not contacted you one business day prior, we would encourage you to contact them to check in with them and encourage them to book a new session.
If a client does not attend their session, you will be paid in full. Please confirm the no-show by using the session confirmation feature in Unmind Connect.
If there are multiple no-shows, it is advisable to raise this with the client and consider whether now might not be the right time for them to engage with their sessions. We recommend following the below steps:
- Discuss this with your client directly to find a solution together and understand the root cause, e.g. find a better time in the day that suits to avoid being called into meetings
- Discuss the issue in supervision
- If you think the client is struggling to engage or it's not the right time etc, you can suggest the client comes back at a later date, or sees someone else.
- Please do not continue to book sessions with a client who continues to miss sessions, and raise this with the Unmind Support team.
If you are unable to attend a session
If you are planning to take leave, please notify the client of this in advance and make preparations for how they will support themselves during this time.
If you need to cancel or reschedule a session, log in to your Unmind Connect account, go to your appointments and click on the session you wish to cancel or reschedule. On the right-hand menu bar, you will see the option to change the date and/or time of the session, and the option to delete it.
Once you save the changes to the booking, your client will receive a new or updated session invitation.
If you cancel an appointment that has a fee applied to it, the invoice for that appointment will automatically be deleted from your list of invoices.
Unless you have received a cancellation message from your client or Unmind, please join all scheduled sessions with clients.
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