Cancellation Policy

Last updated: January 12, 2026

Overview

At MindX Africa, we understand that circumstances may change and you may need to cancel or reschedule your appointment. This cancellation policy outlines the terms and conditions for canceling or rescheduling therapy sessions and appointments.

By booking an appointment with us, you agree to comply with this cancellation policy. This policy applies to all services including individual therapy, couples therapy, family therapy, and EAP sessions.

Cancellation Timeframes

Standard Cancellation (24+ Hours Notice)

If you cancel your appointment at least 24 hours before the scheduled time:

  • No cancellation fee will be charged
  • Full refund will be processed if payment was already made
  • You can reschedule to another available time slot
  • Your payment (if applicable) will be credited to your account or refunded

Late Cancellation (Less than 24 Hours Notice)

If you cancel your appointment less than 24 hours before the scheduled time:

  • A late cancellation fee of 50% of the session fee may apply
  • The remaining 50% will be credited to your account for future sessions
  • Refunds may be available in exceptional circumstances (see exceptions below)
  • You can still reschedule, but the cancellation fee applies

No-Show (Missed Appointment Without Notice)

If you fail to attend your appointment without providing any cancellation notice:

  • The full session fee will be charged (100% of the session cost)
  • No refund will be provided
  • Payment will be processed if not already collected, or deducted from any credits
  • Repeated no-shows may result in restrictions on future bookings
How to Cancel or Reschedule

You can cancel or reschedule your appointment through:

Phone

Call us at +233 59 434 3434 during business hours (Monday-Thursday: 9 AM - 8 PM, Friday-Saturday: 9 AM - 6 PM)

Email

Send an email to info@mindxgh.com with your appointment details and cancellation request

Online Portal

If you have an account, you can cancel or reschedule through your client portal (when available)

Important: Cancellation requests must be received and confirmed by our team. Simply leaving a voicemail or sending an email does not guarantee cancellation until you receive confirmation from us.

Exceptions & Special Circumstances

We understand that emergencies and unforeseen circumstances occur. In the following situations, we may waive cancellation fees:

  • Medical Emergencies: Documented medical emergencies or serious illness (doctor's note may be required)
  • Family Emergencies: Death or serious illness in the immediate family
  • Natural Disasters: Severe weather conditions or natural disasters preventing travel
  • Technical Issues: For online sessions, technical failures on our end that prevent the session
  • Therapist Cancellation: If we cancel or reschedule your appointment, no fees apply and full refunds are provided

To request a fee waiver due to exceptional circumstances, please contact us as soon as possible and provide relevant documentation when applicable. We review each case individually and aim to be fair and understanding.

Rescheduling Policy

Rescheduling with 24+ Hours Notice

  • No fees apply
  • You can reschedule to any available time slot
  • Your payment is transferred to the new appointment

Rescheduling with Less than 24 Hours Notice

  • Treated as a cancellation and rebooking (late cancellation fee applies)
  • You must pay for the new appointment separately
  • The cancellation fee from the original appointment still applies

Note: You can reschedule an appointment once without penalty if done at least 24 hours in advance. Multiple reschedules may be subject to review.

EAP & Corporate Clients

For Employee Assistance Program (EAP) and corporate clients:

  • Cancellation policies may vary based on your organization's specific EAP agreement
  • Some corporate programs may have different cancellation terms negotiated in the service agreement
  • EAP clients should refer to their organization's EAP policy or contact their HR department for specific terms
  • We still encourage 24-hour notice for cancellations to allow us to offer the time slot to other clients

If you're unsure about your organization's cancellation policy, please contact us or your HR department.

Repeated Cancellations & No-Shows

To ensure fair access to our services for all clients:

  • Clients with 3 or more late cancellations or no-shows within a 3-month period may be required to prepay for future sessions
  • We reserve the right to limit booking privileges for clients with a pattern of cancellations
  • In extreme cases, we may require a deposit or full prepayment before booking new appointments
  • We will communicate any restrictions clearly and work with you to find a solution

Our goal is to ensure reliable service availability for all clients. We understand occasional cancellations but must balance this with fairness to other clients and our therapists' time.

Processing Time

When you cancel an appointment:

  • Cancellation confirmation is typically sent within 2-4 hours during business hours
  • Refunds (if applicable) are processed within 5-10 business days to the original payment method
  • Credits to your account are applied immediately upon cancellation confirmation
  • You will receive email confirmation of your cancellation and any refund/credit details
Questions About This Policy

If you have questions about our cancellation policy or need to discuss special circumstances, please contact us:

Email: info@mindxgh.com

Phone: +233 59 434 3434

Address: Tema comm. 18 Goodness fuel filling station, Ghana

We're committed to working with you to find fair solutions when cancellations are necessary.

Policy Updates

We reserve the right to update this cancellation policy at any time. Changes will be posted on this page with an updated "Last updated" date. Continued use of our services after policy changes constitutes acceptance of the updated terms.

For the most current version of this policy, please refer to this page or contact us directly.