Bookings
Cancellation, Rescheduling & Refund Policy
EDHA encourages rescheduling rather than cancellation wherever reasonably possible. This policy explains how changes to a confirmed paid booking are handled.
1. Booking lead time
EDHA requires a minimum four-hour advance booking time. A booking is confirmed only after successful payment.
2. Rescheduling with the same professional
A confirmed session may be rescheduled only with the same Mental Health Professional. A booking cannot be transferred to another professional, even where fees, duration or service mode are identical. A reschedule should ordinarily be requested at least two hours before the scheduled start time and is normally permitted once per booking. The revised date and time must be updated inside EDHA.
3. If the client wants a different professional
If a client does not wish to continue the booking with the selected professional, the booking cannot be transferred. Where EDHA approves a change-professional refund, the existing booking is refunded and the client may make a fresh booking with another professional. Up to two discretionary change-professional refunds may be approved within a rolling six-month period. Further requests of the same nature may be declined, except where EDHA determines that a genuine professional/service concern or exceptional circumstance warrants different treatment.
4. Routine cancellation
EDHA does not encourage routine cancellation after a professional has reserved time for a confirmed booking. Clients should first consider rescheduling with the same professional. Any cancellation/refund request outside the specific situations described in this policy is reviewed according to the booking circumstances, applicable law and whether the professional had already reserved the confirmed slot.
5. Professional-initiated change or cancellation
Professionals must open slots only when they reasonably expect to be available. If a professional needs to change an already-booked session, they must promptly coordinate with the client and make reasonable efforts to agree another mutually convenient date and time with the same professional. The client is not required to accept a professional-initiated reschedule. If no mutually suitable replacement can be agreed, the client is eligible for a full refund. Such a refund does not count toward the client's change-professional refund history.
6. Multiple rescheduling
Repeated movement of the same booking by either party is discouraged. One reschedule is normally permitted. Exceptional additional changes should be raised with EDHA Support for review.
7. No-show or late arrival
A client who joins late is not automatically entitled to an extension beyond the booked end time. A no-show or very late arrival may be treated as a delivered/reserved session where the professional was present and available, subject to EDHA's review of the booking and available operational evidence. Professional no-shows are handled under the professional-initiated cancellation provisions and may affect professional standing and payout eligibility.
8. Technical failure
If a session cannot reasonably proceed because of a verified EDHA/platform failure, EDHA may facilitate an appropriate reschedule, credit or refund. Device, internet or power issues are reviewed according to available operational evidence and the circumstances. Where video is unavailable but both parties agree and the service supports it, audio or secure chat may be used as a fallback.
9. Reporting a service or conduct concern
A client who feels uncomfortable, unsafe or concerned about a professional's conduct may discontinue the interaction where appropriate and write to ask@edha.life with the booking reference and a factual description of the concern. Genuine professional/service complaints are reviewed separately and are not treated as discretionary change-professional requests.
10. Refund processing
Where a refund is approved, EDHA ordinarily initiates it to the original payment method within five business days. The additional time for the amount to appear in the client's account depends on the payment gateway, bank, card issuer or other financial institution. Refunds, reversals and disputes may place the related professional payout on hold until resolved.
11. Professional payout impact
Cancelled, refunded, failed, incomplete, disputed or technically unresolved sessions are not payout-eligible until the applicable issue is resolved. Eligible completed sessions move into the relevant fortnightly payout cycle.
12. Support
For booking, rescheduling, refund or professional-conduct concerns, use EDHA Support or write to ask@edha.life. Do not use EDHA Support for emergencies.