Refunds
A refund runs in two steps: the client is refunded first, then your transfer is reversed if one had already been made. Each step succeeds or fails on its own. Most cancellations never reach the second step, because the settlement is written after the refund and from the reduced amount. The case that does need a reversal is a no-show billed, transferred within the hour, then refunded. The client’s receipt is amended rather than reversed by a second document. A cancelled session was never closed off, so there’s no session invoice to correct.Card processing on a refund
Stripe keeps its fee when money goes back, and that cost was taken against the full price. It can therefore be larger than the cancellation fee it’s now deducted from.Processing is clamped to what the remaining amount can carry. On a refunded session you net zero
rather than owing us the difference. See
Fees and earnings.
Failed reversals
Sometimes Stripe has already paid your balance out to your bank before the refund is issued. A reversal can only take back what’s there, so it may recover part of the amount or none of it. The client’s refund stands either way, and the shortfall is recorded as a receivable against your account. It isn’t retried automatically — a person works it out with you. Write to support@opentherapy.app if you’re told about one and it doesn’t look right.Disputes
A dispute — a chargeback — is a client’s card issuer pulling a payment back. The issuer opens it, not Open Therapy and not the client directly. You’re emailed as soon as it happens: “Your payouts are paused while this is open.” That’s a precaution, not a judgement about the session. If your share of the disputed session had already been transferred, it’s recorded as a receivable at the same time.What happens next
Open Therapy handles the response. Card networks give a fixed window to reply, usually under two weeks, and you’re told the outcome either way. If you have appointment records, messages or notes showing the session went ahead, reply to the email and they go in with the response.
The issuer’s decision is final on their side. If you think it’s wrong, say so anyway.
Reversed transfers
If a transfer is reversed you’re told, with the amount: nothing is charged to your bank account, and the amount comes off a future payout instead. It happens when a session is refunded or disputed after its money had already gone out.Reducing disputes before they happen
Most disputes are a client not recognising a charge rather than contesting the care.Your name is on the statement
You’re the merchant of record. Make sure the name a client sees when they book is the one on your
Stripe account.
Choose a policy and keep it visible
Cancellation fees are the most disputed charges. Your policy is quoted at checkout, in the
confirmation email and in the cancellation dialog.
Record attendance promptly
An attendance record made on the day is stronger than one added a fortnight later.
Answer messages
A client who can reach you asks you before asking their bank.