Session Minimum and Cancellation Policy

Effective Date: July 18, 2026
Last Updated: July 18, 2026
Version: 1.0 (consolidated dual-audience replacement for the September 21, 2024 Client and Provider versions)

This Session Minimum and Cancellation Policy (the “Policy“) applies to all telecounseling sessions scheduled or conducted over the emotilink platform (the “Platform“). It applies to Users (clients) who schedule sessions and to Providers who deliver them. emotilink, LLC (“emotilink,” “we,” “our“) publishes this single policy so that Users and Providers operate under the same rules.

By scheduling or accepting a session over the Platform, you agree to be bound by this Policy.

PART A — FOR USERS (CLIENTS)

A.1 Session Minimums — what you authorize emotilink to charge

When you submit an appointment request, you authorize emotilink to charge the payment method on file in accordance with Session Minimums (the minimum length of time for which you will be charged regardless of when the session actually ends) and the Cancellation Fees described below. Session Minimums compensate Providers for time reserved on their professional schedule to accommodate your session.

The actual Session Minimum depends on whether the session is your first session with a particular Provider (an “Introductory Session“) or a subsequent session with that Provider (a “Return Session“).

(a) Introductory Sessions. Session Minimum = 5 minutes for every 30-minute block reserved. If you end a 30-minute Introductory Session after less than 5 minutes, you authorize emotilink to charge for a full 5 minutes at the Provider’s hourly rate (prorated).

(b) Return Sessions. Session Minimum = 20 minutes for every 30-minute block reserved. If you end a 30-minute Return Session after less than 20 minutes, you authorize emotilink to charge for a full 20 minutes (prorated).

(c) Back-to-back blocks. Session Minimums double when you reserve back-to-back 30-minute blocks (a 1-hour appointment) and scale proportionally for longer sessions.

(d) Provider disconnects. If the Provider ends or disconnects from the session prematurely, no Session Minimum applies — your authorized charge will instead be prorated based on the time the Provider remained connected (rounded up to the nearest minute).

A.2 Cancellation Fees — late cancellations and no-shows

If you cancel without Fair Notice or fail to log in within the first 10 minutes of the scheduled session start time (“no-show“), you will be charged a Cancellation Fee equal to 50% of the price quoted at the time of scheduling.

Fair Notice depends on session type:

  • Introductory Session: 1 hour advance notice
  • Return Session: 24 hours advance notice

A.3 One-time rescheduling exception

You may try to reschedule an appointment without Fair Notice by using the in-app rescheduling functionality. You may propose up to three alternative dates/times. If your Provider accepts one of these before the originally scheduled start time, no Cancellation Fee applies.

If your Provider does not accept any of the alternatives, the appointment remains at its original date/time and you may either attend, no-show (and be charged the Cancellation Fee), or cancel (Cancellation Fee applies if outside Fair Notice).

A rescheduled appointment cannot be rescheduled a second time. Missing or canceling a previously rescheduled appointment will result in the Cancellation Fee that was previously avoided.

A.4 Disputes and platform errors

If you believe a charge was incorrectly applied due to a Platform error (for example, a session never connected through no fault of your own, or the Platform incorrectly recorded a no-show when you attended), contact us at info@emotilink.com within 14 calendar days of the charge and describe what happened. We will investigate and, if our records confirm the issue, correct the charge. Cancellation Fees correctly applied per this Policy are not subject to negotiation or refund.

A.5 No refunds for Provider satisfaction

This Policy does not provide refunds based on dissatisfaction with a Provider or their methods. The Introductory Session’s 5-minute Session Minimum is the Platform’s mechanism for evaluating Provider fit at low cost. If a Provider doesn’t fit, end the session within the first 5 minutes (you pay 5 minutes), and select a different Provider for your next session.

A.6 On-demand sessions

On-demand sessions — sessions you request and a Provider accepts at or near the time of the request — are subject to the same Session Minimum and Cancellation Fee structure as scheduled sessions. A Provider’s availability for on-demand requests is at the Provider’s sole discretion, and emotilink does not guarantee that a Provider will accept any particular on-demand request. Once a Provider accepts an on-demand request and a session begins, the rules in A.1 through A.4 apply in the same way. Whether a session is an Introductory Session or a Return Session is determined by whether you have previously had a session with that Provider, regardless of how the session was scheduled.

PART B — FOR PROVIDERS

B.1 How you get paid

When a User schedules a session with you, emotilink charges the User in accordance with Part A and pays you the User’s charge less the applicable platform fee (per the Provider Terms of Service). Charges are processed at session end and routed to your bank account on file by Finix Payments, Inc., typically within 3 business days of session completion.

B.2 Session Minimums protect your reserved time

Session Minimums (5 minutes for Introductory Sessions, 20 minutes for Return Sessions per 30-minute block) compensate you for the time you reserve from your professional schedule, even if the User ends the session early or disconnects.

If you (the Provider) end the session early or disconnect, Session Minimums do not apply — the User is charged only for the actual time you remained connected (prorated, rounded up). Be aware of this when ending sessions, particularly for technical issues.

B.3 Cancellation Fees compensate you for late-notice cancellations

If a User cancels without Fair Notice or no-shows, the User is charged a Cancellation Fee of 50% of the quoted appointment price. You receive your Provider’s share of the Cancellation Fee on the same payout schedule as session payments.

B.4 Provider-initiated rescheduling

If you need to reschedule an appointment with a User, you may do so through the in-app rescheduling functionality. If the User accepts the new time before the original start time, no Cancellation Fee is triggered. If the User declines, the original appointment proceeds as scheduled — please be prepared to attend.

If you cancel an appointment with a User outside Fair Notice, please use the in-app rescheduling functionality to attempt to resolve directly with the User. The Platform does not support direct messaging between Providers and Users; rescheduling is the only in-app channel for an alternative-time proposal. Repeated late cancellations by a Provider may be grounds for review of your standing on the Platform.

B.5 Disputes raised by Users

If a User disputes a charge with emotilink, the Provider may be notified and asked to confirm whether the session occurred and for how long. You agree to respond to such requests within 5 business days. Where emotilink confirms a Platform error and reverses the User charge, the Provider’s payout for that session will be reversed accordingly. emotilink does not pass charged-back amounts to Providers without notice.

B.6 Provider obligation to use the Platform’s scheduling functionality

You agree to use the Platform’s in-app scheduling, cancellation, and rescheduling functionality for all sessions delivered to Users you met on the Platform. Off-platform scheduling — coordinating directly with a User via text, email, or other channel to circumvent the Platform’s fee structure — is prohibited by the Provider Terms of Service.

PART C — GENERAL TERMS

C.1 Policy may be updated

emotilink may update this Policy from time to time. Material changes will be communicated through the Platform or by other reasonable means, and the “Effective Date” and “Last Updated” dates above will be revised. Your continued use of the Platform after the effective date of any modification constitutes your acceptance of the modified Policy.

C.2 Apple App Store refund policy

In addition to this Policy, payments processed through the Platform may be subject to Apple App Store refund policies, which apply notwithstanding this Policy.

C.3 Conflicts

In the event of a conflict between this Policy and the Terms of Service applicable to you (User or Provider), the Terms of Service shall control as to dispute-resolution matters and the Privacy Policy shall control as to data-handling matters. This Policy controls the substantive Session Minimum and Cancellation Fee mechanics.

C.4 Contact

Questions about this Policy should be directed to:

emotilink, LLC
222 W Merchandise Mart Plaza, Suite 1230
Chicago, IL 60654
info@emotilink.com
312-554-5812