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 is charged because your supervisor held that hour for you and could not offer it to anyone else. The charge is what pays them for it: when a session is recorded as a late cancellation or a no-show, your supervisor is paid in full, exactly as if you had attended. The amount uses the rate assigned to your supervision relationship. Motivo does not use one fixed fee for every supervisee.

When a session is recorded as Cancelled with notice, nobody is charged and your supervisor is not paid. That is why the notice period matters to them and not only to you.

Your supervisor records which of these applies after the session. If you think they recorded the wrong one, say so promptly rather than waiting for the charge.

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.