Plans change. We've tried to keep this simple and fair, to you and to the therapist who has held that hour open for you.
The short version: give 24 hours' notice and you never lose anything.
24 hours or more before your session, you can cancel or reschedule freely. Nothing is lost. If you're cancelling rather than rebooking, choose either:
Less than 24 hours before your session, the session is counted as used and your therapist is paid in full. They had that hour reserved for you and can't fill it at short notice.
Everyone gets one late cancellation or reschedule forgiven. The first time this happens, we return the session to your account, no questions asked. We'll let you know it's been used so there's no surprise later.
Your therapist will wait for 15 minutes. If you haven't joined by then, the session counts as a no-show: it's used up and the therapist is paid in full.
If you realise you can't make it, even five minutes beforehand, please cancel rather than simply not arriving. A cancellation still counts as late, but it lets your therapist stop waiting.
The session can still go ahead, but it will end at its original scheduled time.
Session times shown on the platform are in your own timezone. If you've recently travelled or changed location, it's worth checking your profile timezone setting.
You never lose a session because of us.
You can change therapists at any time. You don't need to explain why, and it won't affect your remaining sessions.
Finding the right fit sometimes takes more than one try. That's normal, and it's not something to feel awkward about.
In case of an emergency, please contact our support team. We will review your situation on a case-by-case basis.
| What Happened | What It Means For You |
|---|---|
| You cancel or move, 24+ hours ahead | Nothing lost: credit or refund, your choice |
| You cancel or move, under 24 hours (first time) | Forgiven, session returned |
| You cancel or move, under 24 hours (after that) | Session counted as used |
| You don't join within 15 minutes | Session counted as used |
| You join late | Session goes ahead, ends at the scheduled time |
| Your therapist cancels, any notice | Session returned in full |
| Your therapist cancels within 3 hours, or doesn't join | Session returned, plus 20% off your next purchase |
At Shifa Therapy, we are dedicated to offering high-quality mental health services. This policy ensures that we can maintain a balance between meeting our clients' needs and running our business effectively. We truly value your trust and thank you for your understanding.
Reach us at support@shifatherapy.com or on WhatsApp at +1 226 828 9306.
Shifa Therapy connects Muslims with verified, faith-aligned, licensed therapists for online video sessions. Clients can choose preferences such as language, therapist gender, concerns, and availability, then book securely from anywhere. Care is grounded in evidence-based therapy while respecting Islamic values and cultural context. Pricing is transparent, and therapist availability varies by location and clinician credentials.