- Purpose of our policy
- Cancellation of session by customer
- Cancellation of session by Wellbeing & Mental Health Professional
- Technical Issues
1. Purpose of our policy
At Mindstar, we know that sometimes ‘life’ just happens and situations may occur that require you to cancel or reschedule your session.
A great benefit of using Mindstar is flexibility – you can access your Mindstar Dashboard to reschedule your session time & if it’s at least 24 hours prior to your session, there is no charge or penalty – you just change your date & time!
2. Cancellation of session by customer
24 hours prior to session – In the event a customer cancels their appointment at least 24 hours prior to their scheduled session time, there will be no charge.
The cancellation can be made by the customer accessing the Mindstar Dashboard and cancelling the session. An email will be sent to both the customer and the professional confirming the cancellation.
Corporate Customers (ie your organisation has pre-purchased your sessions) – If sessions are provided by an organisation, there is no penalty for cancelling at least 24 hours prior to the scheduled session time.
Within 24 hours – If the session is cancelled within 24 hours, the customer will be charged 50% of the total hourly rate of the Wellbeing & Mental Health Professional.
We understand that sometimes issues are unforeseen emergencies, if this is the case – please email us at firstname.lastname@example.org
No Show If a customer ‘no shows’ to the session (meaning not attending at your confirmed session time), and makes no attempt to contact Mindstar or reschedule, the customer will be charged 100% of the hourly rate of the confirmed appointment.
Corporate Customers – If sessions are provided by an organisation and less than 24 hours notice of cancellation is given, this will result in the deduction of one of the allocated sessions. Please bear in mind, this will not be reported to your organisation so we trust that you will follow guidelines to cancel or reschedule your session 24 hours beforehand.
3. Cancellation of session by Wellbeing & Mental Health Professional
If for any reason a confirmed Wellbeing & Mental Health professional cancels the session, a customer will be advised by email & a text (providing you have included a mobile phone number in your profile) as soon as possible. You will be able to reschedule the time of your session by logging into your Mindstar Dashboard.
4. Technical Issues
In the event of a technical issue, found to be the direct result of the Mindstar system, a customer will be offered to reschedule the session at no additional cost.
To be eligible for a rescheduled session due to technical reasons, the customer must have made initial connection with the professional and completed at least 25% of the session (e.g. 15 minutes of a 60 minute session).
The following criteria must also be met:
– Browser: Google Chrome or Firefox must be used
– Internet Connection: A wired internet connection, or least a 4G or fixed wireless connection; download speed is at least 1100kbps
– Using the following:
Equipment – Good quality webcam (built in or USB – HD preferable) and microphone. Most recent laptops have these built in.
Windows PC – 2GHz dual-core, ideally i5 processor & 3GB of RAM (memory); Microsoft Windows XP, 10 or most updated
Apple Mac (not Ipad or Iphone) – 2GHz dual-core, ideally i5 processor & 3GB of RAM (memory); OS X Leopard or most updated
Apple iPhone – iphone 4, 4S, 5, 5S, 6+ or most updated
Apple iPad – 2, 3, 4, Air, Air 2 or most updated
Android – tablet or phone – has a front facing camera & microphone with at least Android 4.3 installed, ability to connect to the internet (WiFi, 4G), less than 3 years old
If a technical issue does interrupt the session and the above criteria is met, the customer should email email@example.com. The issue will be investigated further to determine the outcome of the request for a replacement session with the Wellbeing & Mental Health professional selected for the call.