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Session Cancellation

Learn how to cancel a session, what fee options you have, and how to restore a cancelled session if needed.

5 min
Easy

What is Session Cancellation?

Session cancellation is used when an appointment will not take place. The cancelled session is moved to a separate tab and can be restored later if needed. During cancellation, you can choose how much to charge for the session.

When to Use?

Client requests cancellation

Client notifies in advance that they cannot attend.

You need to cancel

Due to a conflict in your own schedule or an emergency

Session will be rescheduled

Appointment will be moved to a different date.

How to Cancel a Session?

1

Click on the session

"Edit Appointment" window will open from Calendar or Sessions page.

2

Click "Cancel Appointment"

Find this link in the edit appointment window.

3

Choose fee or refund option

Options depend on payment status (see windows below).

4

Confirm cancellation

Review your selection and confirm.

Cancellation Windows by Payment Status

The cancellation dialog varies depending on the session's payment status. Below are all possible window variations:

Tip
Payment history records are created when the fee changes. If you keep the original fee, no record is created. When there's an active payment link, changing the fee invalidates the link and resets the payment status. For sessions paid via link, refund options become available, and processing a refund creates its own set of records.

Click on the fee options to see how the payment history changes dynamically in the right panel.

1. Unpaid Session

When the session has not been paid yet and has no active payment link.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Payment History
Fee Change Record
Session fee updated from ₺1.500 to ₺750 (fee was changed while cancelling the session).

2. Paid Manually

When the session was marked as paid manually. System refunds are not available.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Payment already received

₺1.500 paid manually

If you need to refund, you can do it manually outside the app.

Payment History
No payment history record will be created after this action.

3. Active Payment Link

When a payment link has been sent but the client hasn't paid yet.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Payment link will be invalidated

You will need to send a new link for the new amount.

Payment History
Fee Change Record
Session fee updated from ₺1.500 to ₺750 (fee was changed while cancelling the session).
Link Invalidation
Stripe payment link cancelled (active link was invalidated due to fee change while cancelling session).
Status Change
Payment status changed from Link Sent to Unpaid (fee was changed while cancelling session, payment status was reset with your confirmation).

Edge Case: Integration Not Active

If the payment integration used to create the link (e.g. Stripe, PayTR) has been disconnected, the system cannot automatically expire the payment link. When you disconnect an integration, Mindora deletes your credentials for security reasons, so it can no longer communicate with the provider. In this case:

  • You can cancel the session and change the fee — when the fee is reduced, a warning shows that the link will be deleted from Mindora but will remain active on the provider.
  • The link is deleted in Mindora and the session payment status becomes "unpaid". However, the link remains active on the provider side.
  • The client may still pay via the active provider-side link. If they do, Mindora will not process the payment — it will not be reflected in the system.
  • Please expire the link manually from your payment provider's dashboard after this action.
  • This happens because your credentials were deleted when you disconnected the integration — Mindora can no longer communicate with the provider.

Note: The same applies for bulk payment links (3b).

Edge Case: Link Expire Failed

Although very rare, if a temporary connection issue occurs while cancelling the payment link (such as a network interruption or provider downtime), the system may not be able to expire it. In this case:

  • The session is still cancelled.
  • Fee is NOT changed — the original fee is preserved as a safety measure.
  • The payment link remains active — the client can still pay via the link.
  • A warning is shown to the therapist explaining that the link could not be expired.
  • You can retry the action from Mindora — since the integration is active, this is a temporary issue.

Note: The same applies for bulk payment links (3b).

3b. Bulk Payment Link

When the session is part of a bulk payment link with other sessions.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Bulk payment link will be invalidated

All 3 sessions in bulk link will be invalidated.

Payment History
Fee Change Record
Session fee updated from ₺1.500 to ₺750 (fee was changed while cancelling the session).
Link Invalidation
Stripe payment link cancelled (active link was invalidated due to fee change while cancelling session).
Status Change
Payment status changed from Link Sent to Unpaid (fee was changed while cancelling session, payment status was reset with your confirmation).

4. Paid via Payment Link

When the session has been paid via payment link. Refund options are shown instead of fee options.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Payment already received

₺1.500 paid via link

₺500 will be refunded automatically.

Payment History
Refund Initiated
Partial refund of ₺500 initiated via Stripe (you requested a partial refund while cancelling the session).
Refund Completed
Partial refund of ₺500 completed via Stripe.
Fee Change Record
Session fee updated from ₺1.500 to ₺1.000 (fee adjusted after refund).
Status Change
Payment status changed from Paid via Link to Partially Refunded (status updated after refund).

Edge Case: Integration Not Active (Refund)

If the payment integration used to process the payment (e.g. Stripe, PayTR) has been disconnected, the system cannot process refunds. When you disconnect an integration, Mindora deletes your credentials for security reasons, so it can no longer communicate with the provider. In this case:

  • Refund options are not shown — the payment remains as-is.
  • You can process the refund manually from your payment provider's dashboard.

Note: The same applies for partially refunded sessions (5).

Edge Case: Refund Failed

Although very rare, if a temporary connection issue occurs while processing the refund (such as a network interruption or provider downtime), the system may not be able to complete it. In this case:

  • The session is still cancelled.
  • Fee is NOT changed — the original fee is preserved as a safety measure.
  • A warning is shown to the therapist explaining that the refund could not be processed.
  • You can retry the refund through Mindora — since the integration is active, this is a temporary issue.

Note: The same applies for partially refunded sessions (5).

5. Partially Refunded Session

When the session was previously partially refunded. You can refund the remaining amount.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Payment partially refunded

₺500 refunded, ₺1.000 remaining

Choose a refund option for the remaining amount:

Payment History
Refund Initiated
Partial refund of ₺500 initiated via Stripe (you requested a partial refund while cancelling the session).
Refund Completed
Partial refund of ₺500 completed via Stripe.
Fee Change Record
Session fee updated from ₺1.000 to ₺500 (fee adjusted after refund).
Status Change
Status remains Partially Refunded.

6. Fully Refunded Session

When the session has been fully refunded. No additional refund is possible.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Payment fully refunded

₺1.500 was refunded

No additional refund is possible.

Payment History
No payment history record will be created after this action.

7. Free Session

When the session has no fee. No payment options are shown.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Free session

This is a free session, no fee will be affected.

Payment History
No payment history record will be created after this action.

8. Refund in Progress

When a refund is currently being processed. You must wait for it to complete.

Cancel Appointment

Are you sure you want to cancel the session "January 25, 2026 - 14:00"?

Refund in progress

Please wait for the refund to complete before making changes.

Payment History
No payment history record will be created after this action.

What Happens After Cancellation?

  • Session is moved to "Cancelled" tab.
  • Session is hidden from calendar by default (can be shown via Appointment Status filter).
  • Fee change is recorded in payment history (if fee was changed during cancellation).
  • Reports are updated accordingly.
Impact on Payment Link

If the session has an active payment link and you change the fee during cancellation, the link will be automatically invalidated. The link only remains valid if you select the full fee option.

If payment status is "Link Sent" and you change the fee, the status will reset to "Unpaid".

Both link invalidation and status reset are recorded in payment history.

The system clearly warns you if there is an active payment link or bulk payment link before you proceed.

Before proceeding, the system checks whether your payment integration is active. If not, a warning is displayed indicating that the payment link cannot be automatically cancelled or that a refund cannot be processed through the system.

If a refund is requested but fails (e.g., due to a provider error), the session fee will not be changed. This protects against inconsistencies between the payment provider and the system.

If the payment link cannot be cancelled on the provider side, you will see a warning after the operation. In this case, you may need to manually cancel the link from the payment provider dashboard.

For more details, see How Session Changes Affect Payments guide.

Restoring a Cancelled Session

Cancelled sessions can be restored to their original state. This is useful when a cancellation was made by mistake or the client decides to keep the appointment.

Tip
Payment status does not change when restoring. The session keeps its payment status from before cancellation.
1

Find the cancelled session

Go to "Cancelled" tab on Sessions page, or filter by "Cancelled" under Appointment Status in Calendar.

2

Click on the cancelled session

"Edit Appointment" window will open from Calendar or Sessions page.

3

Click "Remove Cancellation"

Find this link in the red alert box showing the session is cancelled.

The alert box looks like this:

This appointment is cancelled
Original fee: ₺1.500 → Applied: ₺750

Restore window:

Restore Session

Do you want to restore the cancelled session?

Payment History
No payment history record will be created after this action.

Restoring a Refunded Session

Unlike regular cancellations, refunded sessions cannot be restored to original fee. Since the refund is already recorded in your accounting system, the fee option is not available - the session keeps the post-refund amount.

Partial Refund Scenario

Remove Cancelled Status

Do you want to remove the cancelled status?

Payment partially refunded

₺300 refunded, ₺700 remaining

The session will be restored with ₺700 fee. The ₺300 refund has already been recorded and will not change.

Payment History
No payment history record will be created after this action.

Full Refund Scenario

Remove Cancelled Status

Do you want to remove the cancelled status?

Payment fully refunded

₺1.000 was refunded

The session will be restored as fully refunded. The ₺1.000 refund has already been recorded and will not change.

Payment History
No payment history record will be created after this action.
Cancellation Policy Tip
Establish a clear cancellation policy with your clients. Many therapists require 24-48 hours advance notice for free cancellations. Documenting this helps prevent misunderstandings.