Therapist FAQs: Public Payments

Modified on Wed, 25 Feb at 7:30 PM

Can clients pay for all sessions through the Clearhead platform?

Yes, we encourage all payments to go through the Clearhead platform. Simply provide your booking link to the client so they can book through card payment. This means we can manage payments on your behalf and handle any cancellations that occur. We will take a 10% administration fee on each session.

Is there a fee for Public (Self-Funded) sessions?

Yes there is a 10% administration fee for every booking processed through the Clearhead platform.

What is your cancellation policy for Public (Self-Funded) sessions?

Please see our full cancellation policy for more information: View our cancellation policy.

How long does a refund take for the client?

This takes 5-10 days in accordance with our payment processing partner.

How much is refunded to the client if they cancel?

If the booking is accepted and the client cancels, this is refunded minus the 5% card fee.

If the booking has not been accepted and the client cancels, we refund the full amount immediately.

How much is refunded to the client if I cancel?

If the booking is accepted, we refund the full amount - this takes 5-10 business days.
If the booking has not been accepted, we refund (release) the full amount immediately

How can I cancel an accepted appointment?

Please avoid cancelling appointments that have already been accepted. If you’re unable to attend, please consider rescheduling where possible. If rescheduling isn’t an option, you may cancel the booking through your portal. In that case, a refund request will be sent to Clearheads support team.

What happens if I need to change the time after accepting the booking?

We strongly encourage you to find a new time with the client and then reschedule the booking on the platform. When the appointment is successfully rescheduled funds will be transferred to this booking.

If you really can’t find a suitable new time, then please cancel the booking and we will refund the client the full amount.

What happens if the client needs to change the time after I have accepted the booking?

You should attempt to reschedule the booking with the client and update the new date and time in the platform. When the appointment is successfully rescheduled, funds will be transferred to this booking.

If you can’t find a suitable time, please have the cancel the booking then we will refund the client the amount, minus a 5% processing fee.

What if the client has booked the wrong service (e.g. an Individual Counselling session when they meant to book a Couples’ Counselling Session)?

If you have not yet accepted the booking:
Please reject the request. Under Cancellation reasons, select Other and explain that the client has booked the wrong service. Ask them to rebook using the correct service option.

Once rejected, the payment will be automatically released back to the client immediately.

If you have already accepted the booking and the correct service costs more:
Inform the client that the cost has changed based on the service they require. You may invoice the client directly for the price difference.

We’re currently working on enabling price adjustments directly within the portal in the future.

If you have already accepted the booking and the correct service costs less:
Please contact us, and we will arrange a refund of the price difference to the client.

What happens if the client accidentally books duplicate sessions via the checkout?

If you see any duplicate ‘Public (Self Funded)’ sessions for a similar date and time, or duplicate booking requests with pending date and time, please contact the client before accepting to see which session time they would like to move forward with.

You will be able to reject the duplicate booking and the full amount will be refunded immediately, ensuring the client won't be charged twice.

How do I book further sessions?

If a client would like to continue working with you, please ensure that each new session is booked directly through your Clearhead booking link.

This ensures that payment is confirmed prior to the session and that the booking is covered under Clearhead’s cancellation policy.

If you need help finding your shareable profile link, please refer to this guide.

What happens if I am unable to attend at the last minute?

Please contact the client to attempt to reschedule the appointment with them. If all attempts to reschedule the appointment are not successful, please cancel the appointment and select the appropriate reasons, so the client is refunded the full amount.

What happens if the client forgets to attend the appointment?

Please ensure the client has the details of the appointment as soon as the booking is confirmed (date, time, booking link if online or location if in person).

If the client forgets to attend the appointment, we respect the right for you to charge the full session cost at your discretion as per the cancellation policy.

I believe my client has EAP funding through Clearhead, what should I do?

If your client has EAP funding through Clearhead, they may be eligible for EAP/company funded sessions, as long as they have not exhausted their allocation. If they believe they have EAP sessions available they should cancel the self-funded session (if booking is already accepted and within the allowed cancellation window, they receive a refund minus the 5% card fee) and book again selecting ‘Employee, Members, EAP booking’ as the funding pathway. If they have already utilised available sessions and session extensions, they may choose to publicly fund sessions if EAP funding is not an option.

We’re always here to help with any questions you may have, contact us at: therapist-support@myclearhead.com