Cancellation, No-show and Refund Policy

Last updated: October 15, 2025

This policy clearly and completely establishes the rules for scheduling, rescheduling, cancellations, delays, no-shows, and refunds applicable to consultations conducted through DaTerapia. It applies to all clients and all psychologists who provide clinical services through the platform.

Contact for support: apoio@psicologo-online.pt Privacy issues (GDPR): dpo@psicologo-online.pt | +351 911 559 506.

1) Scope, definitions and nature of the service

For the purposes of this policy, the following definitions apply:
• CustomerThe person who schedules and pays for the appointment.
• No-show: absence from the appointment without cancellation within the defined period.
• Markdown: change the date/time of a confirmed appointment.
• Professional: independent psychologist who provides clinical services.
DaTerapia is a technological platform for mediating and managing appointments and payments. The clinical act is the responsibility of the psychologist who performs it.

2) Booking and confirmation

Bookings are made on the platform and are considered... Confirmed after payment, The client receives an email/SMS with the date, time, and access link. The published schedule is managed by the professional.

3) Cancellations and rescheduling by the Client

Free window. Cancellations or reschedulings made up to 24 hours arriving before the scheduled time entitles you to full refund or rescheduling without penalty (at the customer's choice).

Late cancellation. Orders in the previous 24 hours the session involves a charge of 50% of the consultation fee. If preferred, the client may choose to reschedule, applying the same penalty (50%), payable at the time of the new booking.

How to order. Use the client area, the confirmation link, or write to apoio@psicologo-online.pt indicating name, date/time and reason.

Emergency/force majeure. In duly proven situations (e.g., sudden illness, accident, unforeseen and unavoidable events), DaTerapia can exempt or reduce The penalty will be determined on a case-by-case basis.

Right of withdrawal (consumers). In contracts concluded remotely, the right of free termination is maintained under the terms of the law; however, when the client requests the start of the service within the legal deadline and the consultation is fully provided, However, the law may not apply to this session.

4) Cancellations and delays by the Psychologist

Cancellation by the professional. In the event of cancellation by the psychologist, the client may choose between priority rescheduling or refund of 100% of the amount paid.

The professional was late. Delays exceeding 10 minutes require, whenever clinically appropriate, time replacement absent from the session itself or due to alternative allocation (partial/total rescheduling at no cost).

5) No-shows

Customer no-show. Failure to cancel within the deadline will be charged. 100% of the session fee.
Technical fault attributable to the customer. Internet, battery, device, or outdated software problems that prevent participation constitute a no-show. The psychologist may, as a courtesy and subject to availability, propose a partial replacement.
Technical failure attributable to the service. In the event that the platform or video conferencing system is unavailable, the client may choose to... rescheduling without charge or full refund.

6) Customer Delays

Delays reduce useful time of the session, maintaining the full value. Delays exceeding 15 minutes can be treated as no-show, if the session is no longer clinically feasible.

7) Refunds: conditions, method and deadlines

When is there a refund?.
• Cancellation within the free window (24 hours) ⇒ 100%;
• Cancellation by the professional ⇒ 100%;
• Technical failure attributable to the service ⇒ 100%;
• Other cases provided for in this policy or in the law.

Who processes it and how.
DaTerapia typically processes refunds through... same payment method used, except in cases of technical impossibility. The refund process begins after order validation; bank deadlines They depend on the issuer/payment method.

Chargebacks.
If a unilateral chargeback occurs by the issuer, DaTerapia will inform the client of the issuer's analysis result. If the chargeback is valid, the refund is considered completed by the issuer; if it is not valid, the treatment defined in this policy remains in effect.

8) Simplified procedure (step by step)

1. Access the customer area or the confirmation link;
2. Select Cancel or Reschedule;
3. State the reason (optional);
4. Receive the automatic summary with amounts to be refunded/penalized or a new date/time;
5. Receive email/SMS from confirmation of the result (rescheduling, refund or maintenance).

9) Documentation and proof

Save proof Appointment confirmations, emails, receipts/invoices, and, when invoking force majeure, simple documents that attest to the impediment. These elements expedite the analysis and decision-making process.

10) Clinical safety, identification and emergencies

At the start of the follow-up, the client confirms identity, emergency contact e address/location. In each session, the current location is confirmed in case assistance is needed. situation of imminent risk, it can be activated 112 and/or contacted the emergency support indicated, only with the strictly necessary data.

11) Minors and parental consent

Intervention with minors requires valid consent The holder of parental responsibilities should be notified when legally applicable, with proper verification. The minor should be heard in a manner proportionate to their age and maturity.

12) Force majeure

Neither party is liable for failures or delays caused by force majeure (e.g., widespread network/power outages, natural disasters, acts of authority). The affected party must notify the other and propose solutions (rescheduling or refund, as applicable).

13) Price and billing transparency

You prices These details are communicated before scheduling. The psychologist issues invoice/receipt to the customer within a reasonable time after the service is provided or according to the prepayment method.

14) Contacts

• Bookings, cancellations, refunds: apoio@psicologo-online.pt
• Privacy (GDPR): dpo@psicologo-online.pt | +351 911 559 506

15) Updates to this policy

We may update this policy for legal, technical, or operational reasons. The applicable version is the one published on [date]. psicologo-online.pt on the date the service is used. Relevant changes will be clearly indicated.