How payments, cancellations, and refunds work

Category: Payments & Billing

Audience: Seekers

When you book a paid session through WellPro, you pay the session price during checkout. Review the service, Specialist, date, time, and total price before confirming your booking.

When your payment is processed

After your payment is approved:

Your booking is confirmed.
The session appears under My Sessions.
You receive a booking confirmation.
The Specialist is notified of the booking.

Cancellation and refund policy

All bookings paid through WellPro follow the same cancellation policy:

48 hours or more before the session: You receive a full refund.
24 to 48 hours before the session: You receive a refund equal to 50% of the session price.
Less than 24 hours before the session: The session price is not refunded.
If you do not attend: The session price is not refunded.

For example, if you paid $100 and canceled 30 hours before the session, you would receive a $50 refund.

The cancellation deadline is based on the scheduled start time shown in your booking.

If the Specialist cancels

If the Specialist cancels your session, you receive a full refund of the session price.

How to cancel

Sign in to your WellPro account.
Go to your dashboard.
Select My Sessions.
Open the session you want to cancel.
Select the cancellation option.
Review the refund information shown.
Confirm the cancellation.

The cancellation screen should show the refund amount before you confirm.

When your refund will arrive

Once WellPro issues a refund, the time it takes to appear depends on your bank or card provider. You can check the booking and refund status under My Sessions.

If your payment fails

A booking is not confirmed until payment is completed. If your payment fails:

Check that your payment information is correct.
Try the payment again.
Use another available payment method if needed.
Contact WellPro support if the problem continues.

Do not create several duplicate bookings while checking whether a payment succeeded.

If something looks wrong

Contact WellPro support if:

You were charged more than once.
Your refund amount appears incorrect.
A canceled booking still appears active.
You do not recognize a WellPro charge.
Your payment succeeded but the booking is missing.

Include the email address connected to your WellPro account, the Specialist’s name, the session date, and a screenshot if available. Do not send your full card number or security code.

How to reschedule or cancel a session
What happens if you miss a session
Payments & Billing FAQ