Wellin5's 24 hour cancellation policy

Cancelling with 24 hours notice:

To cancel a session and receive a reimbursement of your credits to your Wellin5 account, please provide your counsellor with a minimum of 24 hours notification prior to the time of your session.

If your cancellation is more than 24 hours prior to your appointment, the system will automatically reimburse the session credits back to your Wellin5 account balance.

To view your session credits, please go to your Profile photo > Profile > your balance will display at the top of your profile page.

To reschedule your appointment, go to 'Home' at the top of your screen and click the blue 'Book Session' button to rebook. This will allow you to choose a new date and time for your session.

Cancelling with less than 24 hours notice

It is important to give your counsellor as much notice as possible prior to a cancellation so they can adjust their schedule appropriately. If you cancel with less than 24 hours notice, unfortunately your session credit will not be reimbursed.

Please note, this information is clearly explained on the Wellin5 home dashboard, and here in our FAQs section.


Exceptions to the 24 hour cancellation policy:
Medical, Family Emergency or Natural Calamity?

If you are not able to provide 24 hours notice for a cancellation due to a medical or family emergency or a natural calamity please immediately reach out to our client services team at contact@wellin5.com.

Requests for reimbursements for cancellations within 24 hours must be communicated immediately to Wellin5 Clients Services. Please include an explanation of the situation and the session details.

Decisions are at the discretion of the Wellin5 Clinical Team and decided on a case-by-case basis.

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