Your time is reserved for you alone
Once your appointment is confirmed, that time is not offered to anyone else and your therapist prepares for your session. A slot freed at the last minute usually cannot be passed on to another client.
Cancellation Process · Force Majeure
For situations beyond your control, a fair and transparent process
Your session time is reserved for you alone. If something unexpected happens within the last 48 hours, we handle the cancellation through a force majeure review; you can send your request from the portal in a few minutes.
48-Hour Rule
Why does this rule exist?
It is not about restriction; it protects the time reserved for you and for our other clients.
Up to 48 hours before, it is all in your hands
At least 48 hours before your session you can cancel or reschedule without giving any reason, in a few taps under My Appointments in the portal.
Booking means accepting the rule
The rule is written in our consent form and on the booking screen; by booking you accept it. Cancellations within the last 48 hours count as a used session, and force majeure is the exception.
Scope
What counts as force majeure?
Situations that could not be foreseen and are beyond your control. Each request is reviewed on its own circumstances.
Sudden illness
Unexpected health problems such as fever, acute pain or an emergency visit that prevent you from attending.
Family emergency
A bereavement, a hospital admission or the sudden needs of someone in your care.
Accident or travel disruption
A traffic accident, a closed road or a cancelled journey outside your control.
Natural disaster
Earthquake, flood, fire and similar extraordinary events.
Official restriction
Travel or movement restrictions imposed by the authorities.
Connection outage
For online sessions, an internet or power outage not caused by you.
Usually not covered
- Work meetings, holidays or trips that could be planned ahead
- Forgetting the appointment
- The time no longer being convenient
In these cases you can reschedule yourself in the portal up to 48 hours before your session.
Portal Guide
How to apply in the portal
There are two routes. Which one you use depends on whether the session has already taken place.
Route 1
Before the session: via My Appointments
Your session is less than 48 hours away and you cannot attend.
- 1Log in at metepsikoloji.com/portal with your username and password.
- 2Open My Appointments from the menu.
- 3Tap Cancel on the session card.
- 4In the force majeure form that opens, choose your situation (health, family emergency, accident/travel or other).
- 5Describe what happened in a few sentences; at least 30 characters.
- 6Send it with Submit to board. Your request reaches our board immediately.
Route 2
If a session charge was applied: via Finance
You could not attend and a session charge appeared on your account.
- 1Open the Finance screen in the portal.
- 2Find the pending session charge card; the remaining appeal time is shown on it.
- 3Tap Declare force majeure, choose your situation and describe it.
- 4The appeal window is 7 days; statements sent within it are reviewed by the board.
Afterwards
What happens after you apply?
- 01
Your statement reaches the board
There is no automatic outcome; your request joins our board's review list.
- 02
More information if needed
If a document or more detail is needed, our team contacts you on WhatsApp.
- 03
The board reviews it
Your situation is considered on its own circumstances; this usually takes 2-3 business days.
- 04
You are informed
If accepted, no session charge is applied. You can also see the outcome on the Finance screen of your portal.
FAQ
Questions about force majeure
What is force majeure?
A situation that could not be foreseen, is beyond your control and prevents you from attending: sudden illness, a family emergency, an accident or travel disruption, a natural disaster, an official restriction or, for online sessions, a connection outage not caused by you.
What exactly is the 48-hour rule?
At least 48 hours before your session, cancelling and rescheduling are your right and you do them yourself in the portal. Cancellations within the last 48 hours count as a used session; force majeure is the exception.
Does rescheduling follow the 48-hour rule too?
Yes. With more than 48 hours to go, use Reschedule under My Appointments to pick a new time. Within the last 48 hours, use the force majeure form.
Where do I submit a force majeure request?
Before the session: Portal > My Appointments > Cancel. If the session is less than 48 hours away, this button takes you straight to the force majeure form. If a session charge was applied: Portal > Finance > pending session charge card > Declare force majeure.
Do I need to send a document?
A document is not required to apply; a few sentences are enough. If the review needs one, our team will ask on WhatsApp.
What if I cannot log in to the portal?
Writing a short note to our WhatsApp line is also enough; our team opens the request for you. If you forgot your password, you can reset it with a one-time code sent to your WhatsApp.
How long do I have to apply?
Before the session, you can send the form up to the session time. If a charge was applied, the appeal window is 7 days; the remaining time is shown on the card in Finance.
Who reviews my request?
Requests are not left to one person's discretion; they go to our board as an institutional process. The review usually takes 2-3 business days.
What happens if my request is accepted?
No session charge is applied, or if it already was, it is removed from your account. You can also book a new time.
What happens if my request is not accepted?
The session counts as used, as set out in the consent form. Your upcoming sessions continue as planned, and you are always welcome to write to our team.
Send your request from the portal
The My Appointments screen takes a few minutes. If you cannot access the portal, a WhatsApp message is enough.