Clear rules for care through Cognidel.

These policies apply to therapy arranged through Cognidel, including individual and couples sessions. They explain how booking, payment, attendance, rescheduling, cancellation, room conduct, and records work on the platform.

They apply to clients, therapists, and approved couples participants. They work alongside Cognidel’s Privacy Policy and Therapist Terms.

• A client may choose an available time or send a session request where that option is available. A therapist may accept, decline, or suggest another time through Cognidel.
• A suggested time or an accepted request is not a confirmed booking until the required payment has been successfully verified by Cognidel.
• When a client begins payment, Cognidel may temporarily hold the selected time while payment is completed. If payment is not completed in time, the time becomes available again.
• Messages or promises made outside Cognidel do not override the booking status shown in the platform.

• A couples session is for one approved therapist and the two participants named in the booking. Each participant must join through their own authorised Cognidel account.
• A couples session is not confirmed until the full required payment has been verified. Where participants pay separately, each contribution is recorded separately, but the session remains unconfirmed until the full amount is received.
• The named participants must have the notice, consent, and authority required for the session. Paying for a session does not give one participant control over the other participant’s account, records, or participation.
• A therapist may manage participation in the room to maintain a safe and workable session. This may include temporarily restricting a disruptive participant’s audio. It does not give the therapist a right to disclose one participant’s private information to the other.

• Only the therapist and the participants recorded in the booking may enter the assigned therapy room.
• Cognidel sessions are offered in the duration selected at booking: 45, 60, or 90 minutes. A short wind-down period may be available after the scheduled session time to allow participants to finish appropriately; it is not additional billed therapy time.
• Do not share room access, use another person’s account, admit an unapproved participant, or attempt to observe a session secretly.
• A participant is responsible for joining with a suitable device, reliable connection, and private setting. A client’s connectivity problem or absence does not automatically create a refund entitlement.

• A client or therapist may request a different time only while the session is more than six hours away.
• A proposed change does not alter the booking unless it is approved through Cognidel. A rejected or expired proposal leaves the original time unchanged.
• Once one reschedule has been approved, that session cannot be rescheduled again. A new request may be discussed before approval, but only one approved change can take effect.
• The proposed time must be genuinely available and must not overlap another confirmed session for the therapist.

• If a client cancels at least 24 hours before the scheduled start, the client receives a full refund.
• If a client cancels between 6 and 24 hours before the scheduled start, the client receives 50% of the session fee back.
• If a client cancels less than 6 hours before the scheduled start, or does not attend, the session fee is not refunded.
• If the therapist cancels, the client receives a full refund. If Cognidel confirms that a platform failure prevented the session, the client receives a full refund.
• For a couples session, each qualifying contribution is handled separately. If both participants do not attend, the session fee is not refunded.
• Cognidel may review a reported problem, but a client’s absence, personal connectivity issue, or change of mind does not itself require Cognidel to provide a replacement session or refund.

• The price, currency, therapist, session type, and scheduled time are shown before payment. Clients should check these details before completing checkout.
• Cognidel accepts only the payment methods presented during checkout. A client or therapist must not ask for a hidden fee, direct transfer, cash payment, or other off-platform arrangement that bypasses Cognidel’s records or client protections.
• A payment is complete only when Cognidel has verified it. If a provider result is delayed or unclear, Cognidel may keep the booking or order under review until the payment status is established.
• Receipts show the payment relevant to the client’s purchase. Cognidel’s internal financial arrangements are not included in client receipts.

• Therapy is private. Do not record, livestream, transcribe, screenshot, photograph, or redistribute a therapy session or record unless every required person has given valid informed consent and the action is lawful.
• Do not use Cognidel Therapy for harassment, threats, coercion, surveillance, impersonation, discrimination, abuse, or any unlawful purpose.
• A therapist may take reasonable steps within the room to manage disruptive behaviour and preserve the therapeutic setting. Cognidel may restrict access where there is a credible safety, privacy, conduct, or identity concern.

• Cognidel keeps therapy-related records separate from journals, wellbeing check-ins, learning activity, and marketplace activity.
• A client may request eligible clinical records through Cognidel’s reviewed record-request process. The process considers the record requested, the treating therapist’s review where required, and information that belongs to another person.
• Therapist private psychotherapy notes are not part of a client’s ordinary record export. Couples participants do not automatically receive the other participant’s private information or individual submissions.
• Therapists remain responsible for clinical documentation, confidentiality, and professional obligations connected to their care. Cognidel may preserve relevant information when needed to investigate a concern, process a payment issue, or meet a lawful obligation.

Cognidel Therapy is not an emergency or crisis-response service. If someone faces immediate danger or urgent medical or psychiatric risk, they should contact local emergency or crisis services immediately.

Cognidel may update these policies when the service or applicable requirements change. A material change will be presented through Cognidel or another reasonable notice before it takes effect, unless an immediate change is necessary for safety, law, or service protection.