Refund & Cancellation Policy
TheraConnect is a platform that connects clients with independent, licensed mental health professionals. We are committed to being fair, transparent, and easy to work with — and that starts with being clear about how billing, cancellations, and refunds work.
Please read this policy carefully before subscribing or making any payment. By using TheraConnect, you agree to the terms of this policy alongside our Terms and Conditions.
At a Glance: Refund & Cancellation Outcomes
| Situation | Outcome | Notes |
|---|---|---|
| Subscription fees (unused period) | Prorated refund | Cancel before next billing cycle; unused days refunded |
| Session not attended by therapist | Full refund / credit | Therapist no-show; contact us within 48 hours |
| Duplicate or erroneous charge | Full refund | Contact us with transaction details immediately |
| Free trial — cancelled in time | No charge | Cancel before trial ends to avoid billing |
| Sessions already completed | No refund | Delivered services are non-refundable |
| Cancellation after billing date | No refund | Current billing period is non-refundable once charged |
| Dissatisfaction with matched therapist | No refund | We offer a free rematch — not a refund |
| Therapist independently charges client | Not our liability | Payments to therapists directly are outside our scope |
1. Subscription Fees & Billing
TheraConnect operates on a subscription model with auto-renewal. Your subscription renews automatically at the start of each billing period unless you cancel before the renewal date. You will be notified of any price changes before they take effect.
You may cancel your subscription at any time through your account settings or by contacting us at hello@theraconnect.net. Cancellation takes effect at the end of your current billing period — you will retain access to the platform until then.
In certain circumstances — such as a significant platform outage or a verified inability to be matched with a suitable therapist — we may issue a prorated refund for unused days. These are assessed on a case-by-case basis.
If you cancel before the trial period ends, you will not be charged. If you do not cancel before the trial ends, your subscription will activate and the applicable fee will be charged. Free trial charges are non-refundable once processed.
- Cancel before renewal: No charge for the upcoming period
- Cancel after renewal date: Current period non-refundable; access continues until period ends
- Free trial cancellation: Cancel before trial ends to avoid any charge
2. Session Credits & Therapist No-Shows
Session credits expire as outlined in your plan details and are non-refundable once expired. Unused credits may not be transferred to another account or redeemed for cash.
If a therapist fails to attend a scheduled session without prior notice, you are entitled to a full session credit refund or a replacement session at no additional cost. Please report therapist no-shows to hello@theraconnect.net within 48 hours of the missed appointment.
Each therapist sets their own cancellation window — typically 24–48 hours before a scheduled session. Late cancellations or no-shows on the client side may result in forfeiture of the session credit.
3. Therapist Matching & Rematch Requests
If you are not satisfied with your initial match, we offer a free rematch — simply contact us and we will find you a better fit.
Dissatisfaction with a matched therapist is not grounds for a refund of subscription fees. We encourage you to communicate openly with your therapist or request a rematch before considering cancellation.
- Free rematch: Available at any time — contact hello@theraconnect.net
- Refund for bad match: Not available — rematch is our remedy for matching concerns
4. Billing Errors & Duplicate Charges
If you believe you have been charged incorrectly, please contact us immediately at hello@theraconnect.net with your account details and transaction information. Refunds for verified billing errors are processed within 5–10 business days.
5. Payments Made Directly to Therapists
TheraConnect is not responsible for, and cannot process refunds for, payments made directly to therapists outside of our platform. Any disputes related to direct payments must be resolved between you and the therapist.
6. International Users — Germany & Netherlands
For users in Germany and the Netherlands, TheraConnect provides non-insured, non-tariff services only. Refund and cancellation terms are the same as outlined in this policy. Currency conversion fees are outside our control and are non-refundable.
7. What We Cannot Refund
- Completed sessions: Services already delivered by a matched therapist
- Current billing period: Once a subscription period has been charged and begun
- Expired session credits: Credits that have passed their stated expiration date
- Change of mind: After a subscription period has commenced
- Therapy outcomes: TheraConnect does not guarantee specific therapeutic results
- Third-party costs: Payment processor fees, currency conversion, or insurance co-pays
- Direct therapist payments: Payments made outside the TheraConnect platform
8. How to Request a Refund or Report an Issue
- General support: hello@theraconnect.net
- Legal & billing disputes: legal@theraconnect.net
- Mailing address: 400 NW Gilman Blvd. #787, Issaquah, WA 98027
- What to include: Your full name, account email, the service or charge in question, and a brief description of the issue
- Refund processing time: 5–10 business days to original payment method once approved
For urgent mental health support or crisis situations, please visit theraconnect.net/emergency-contacts for immediate resources.
9. Policy Updates
TheraConnect reserves the right to update this policy at any time. Changes will be posted at theraconnect.net with a revised effective date. This policy was last updated in March 2026 and should be read alongside our Terms and Conditions.