Understand late cancellations, no-shows, and refunds

These payment rules apply when you pay Motivo directly. Employer-sponsored payment terms can differ because your employer is responsible for billing.

Cancellation timing

You can cancel an upcoming session yourself only when it starts more than 24 hours from the current time. Inside that window, Cancel session or Remove yourself from session is no longer available.

If you cannot attend, message your supervisor as soon as possible. A change inside the notice window may be recorded as a late cancellation. Missing the session without attending may be recorded as a no-show.

Why a charge may still apply

A late cancellation or no-show can remain payable because the supervisor reserved the time. The final amount uses the rate assigned to your supervision relationship. Motivo does not use one fixed fee for every supervisee.

Attendance outcomes are recorded by the supervisor. Late cancellation and No show indicate that you did not attend and that the session may still be payable. Cancelled with notice indicates that the session was cancelled within the allowed notice period and should not be treated the same way.

Intro-call no-shows

Intro calls use the no-show terms displayed when you request the call. If you miss the call, the supervisor may apply the disclosed fee. This is separate from a supervision-session charge.

If an intro-call no-show charge is declined, Motivo does not retry it automatically. A first declined charge can block your account and close your other active intro-call requests. Update your payment method, then contact support@motivohealth.com so the declined charge and account access can be reviewed.

Review the session and payment

1. Open Sessions > Completed and review the attendance recorded for the session.
2. Open Settings > Payment.
3. Find the session under History.
4. Compare the date, supervisor, session type, amount, and status.

Request a correction or refund

If the attendance is wrong, message your supervisor promptly so they can review the session record during the correction window. If a charge has already been processed or you are disputing the billing outcome, contact support@motivohealth.com with the session or intro-call date, supervisor name, and reason for the review.

Approved refunds appear as Refunded in History and generate a refund receipt. Refunds are reviewed individually and are not guaranteed by submitting a request.