Wellbeing Hubs for Professionals: The different scenarios to be aware of when a "Sponsored Credit" session is cancelled by a Client or Professional

This article explains what happens in various scenarios from a professional's point of view when a session is cancelled by either party with less than or more than 24 hours notice.

What happens to a sponsored credit if a client cancels a session with more than 24 hours notice?

When the client cancels the session with more than 24 hours notice, the sponsored credit is returned to the client's account.

The session will appear in the Sessions tab of your professional Kara Connect workstation with a line through it and when you click into the session, you will notice that it has been cancelled.

When you click into the Payments tab and then navigate to the Unpaid section and find the session in-question, when you click View details, you will notice that the session's State is marked as Voided - no further action is required from your side.

What happens to a sponsored credit if the professional cancels a session with more than 24 hours notice?

Similar to the above scenario, if you (the Professional) cancel a session with more than 24 hours notice, the client should not be charged for the session.

When cancelling the session, please ensure that you do not tick the box beside Charge the client for this session.

The credit allocated to the session will then be returned to the client's account.

Please note: As part of the Wellbeing Hubs programme Terms & Conditions, if a session is cancelled by the professional or by the client with more than 24 hours notice, the client should not be charged for the session and the credit should be returned to their account.

What happens to a sponsored credit if a client cancels a session with less than 24 hours notice?

When the client cancels the session with less than 24 hours notice, the credit that was allocated to the session is automatically taken from the client's account.

You can see the details pertaining to the session by clicking into the session in the Sessions tab of your workstation, as per the GIF below.

When you click into the Payments tab and then navigate to the Paid section and find the session in-question, when you click View details, you will notice that the session's State is marked as Paid - no further action is required from your side.

The credit has been taken and you can add the session to the invoice which you send to the accounts department in Kara Connect as per these steps.

What happens to a sponsored credit if the professional cancels a session with less than 24 hours notice?

When the professional cancels the session with less than 24 hours notice, the professional has the choice to either charge the client for the session by taking the credit, or else to not charge the client - essentially, it's at the professional's discretion.

Scenario 1: In an instance where the client reaches out to the professional by email to cancel the session with less than 24 hours notice, the professional is fully within their rights to charge the client for the session, as per Wellbeing Hub Terms & Conditions.

In this instance, the professional just needs to tick the box beside Charge the client for this session when cancelling the session and the credit will be taken from the client's account.

The credit has been taken and you can add the session to the invoice which you send to the accounts department in Kara Connect as per these steps.

Scenario 2: In an instance where the professional has to unfortunately cancel the session with less than 24 hours notice, the professional should cancel the session and not charge the client for the session (in order for the client to receive the sponsored credit back to their account).

In this instance, the professional just needs to not tick the box beside Charge the client for this session when cancelling the session and the credit will not be taken from the client's account.