Refund Policy

Last updated: January 12, 2026

Overview

At MindX Africa, we strive to provide excellent mental health services. This refund policy outlines the circumstances under which refunds may be provided for therapy sessions and related services.

By making a payment for our services, you acknowledge that you have read and understood this refund policy. This policy applies to all payment methods including Paystack, Mobile Money, bank transfers, and cash payments.

Eligible Refunds

Standard Cancellation Refunds

Full refunds are available when you cancel an appointment at least 24 hours before the scheduled time:

  • 100% refund of the session fee
  • Refund processed to original payment method
  • Processing time: 5-10 business days
  • No cancellation fees apply

Late Cancellation Refunds

For cancellations made less than 24 hours before the appointment:

  • 50% refund or credit (after late cancellation fee deduction)
  • The remaining 50% may be credited to your account for future sessions
  • Full refunds may be available in exceptional circumstances (see exceptions below)

Service Provider Cancellations

If we cancel or are unable to provide the scheduled service:

  • 100% full refund guaranteed
  • No fees or deductions
  • Priority rescheduling offered
  • Refund processed within 3-5 business days

Technical Issues (Online Sessions)

For online therapy sessions affected by technical problems on our end:

  • Full refund if the session cannot be completed due to our technical issues
  • Partial refund if session is significantly shortened (less than 30 minutes)
  • Free rescheduling offered as an alternative to refund
Non-Refundable Situations

Refunds are generally not available in the following cases:

  • Completed Sessions: No refunds for sessions that have been completed, regardless of satisfaction level
  • No-Shows: Missed appointments without cancellation notice are not eligible for refunds
  • Client-Initiated Early Termination: If you choose to end a session early for non-technical reasons, no refund is provided
  • Change of Mind: Refunds are not available simply because you changed your mind about the service after payment
  • EAP Services: EAP session refunds are subject to your organization's specific EAP agreement terms
  • Workshops & Training: Pre-paid workshops and training sessions may have different refund terms (specified at time of booking)

Note: We understand that therapy may not always meet expectations. If you have concerns about service quality, please contact us to discuss your situation. We're committed to resolving issues fairly.

Exceptions & Special Circumstances

We may provide refunds or credits in exceptional circumstances, including:

  • Medical Emergencies: Documented medical emergencies preventing attendance (doctor's note may be required)
  • Family Emergencies: Death or serious illness in immediate family
  • Service Quality Issues: Legitimate concerns about service quality that we cannot resolve
  • Billing Errors: Incorrect charges or duplicate payments
  • Unauthorized Transactions: Fraudulent or unauthorized use of payment methods

Each case is reviewed individually. To request a refund for exceptional circumstances, please contact us with relevant documentation and details.

Refund Processing

Processing Time

  • Standard Refunds: 5-10 business days from approval
  • Paystack/Card Payments: 5-7 business days (depends on bank processing)
  • Mobile Money: 3-5 business days
  • Bank Transfers: 5-10 business days
  • Cash Payments: Refunded via bank transfer or Mobile Money (5-7 business days)

Refund Method

Refunds are processed to the original payment method whenever possible:

  • Card Payments: Refunded to the same card
  • Mobile Money: Refunded to the same Mobile Money number
  • Bank Transfer: Refunded to the same bank account
  • Alternative Methods: If original method is unavailable, we'll arrange an alternative refund method

Refund Confirmation

You will receive email confirmation when:

  • Your refund request is received
  • Your refund is approved
  • Your refund is processed

Please check your email (including spam folder) for refund confirmations.

How to Request a Refund

To request a refund, please contact us through one of the following methods:

Email

Send an email to info@mindxgh.com with:

  • Your full name and contact information
  • Appointment date and time
  • Payment reference or transaction ID
  • Reason for refund request
  • Supporting documentation (if applicable)

Phone

Call us at +233 59 434 3434 during business hours. Our team will guide you through the refund request process.

Important: Refund requests must be submitted within 30 days of the original payment date. Requests submitted after 30 days may not be eligible for refund.

EAP & Corporate Clients

For Employee Assistance Program (EAP) and corporate clients:

  • Refund policies may vary based on your organization's specific EAP agreement
  • Some corporate programs have different refund terms negotiated in the service agreement
  • EAP clients should refer to their organization's EAP policy or contact their HR department
  • Corporate billing and refunds are typically handled through your organization's account

If you're an EAP client with questions about refunds, please contact us or your HR department for specific terms applicable to your program.

Refund Disputes

If you disagree with a refund decision:

  • Contact us to discuss your concerns - we're committed to finding fair solutions
  • Provide any additional information or documentation that may support your case
  • We will review your dispute and respond within 5 business days
  • If you paid via Paystack, you may also contact Paystack support for payment disputes

We aim to resolve all disputes fairly and transparently. Most issues can be resolved through direct communication.

Account Credits

In some cases, instead of a refund, we may offer account credits:

  • Credits can be used for future therapy sessions or services
  • Credits are applied immediately to your account
  • Credits do not expire and can be used at any time
  • You can request to convert credits to refunds (subject to approval)

If you prefer a refund over account credit, please specify this in your refund request.

Contact Us

If you have questions about our refund policy or need to request a refund, please contact us:

Email: info@mindxgh.com

Phone: +233 59 434 3434

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

Our team is available to assist you with refund requests and answer any questions about this policy.

Policy Updates

We reserve the right to update this refund policy at any time. Changes will be posted on this page with an updated "Last updated" date. The policy in effect at the time of your payment will apply to your transaction.

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