Marvin Late Cancellation and No-Show Policy
We understand that plans can change unexpectedly. Your Marvin Member Portal makes it easy to manage your appointments, allowing you to effortlessly cancel or reschedule as needed.
You are welcome to cancel or reschedule your appointment free of charge up to 24 hours before your scheduled time, for any reason. However, if you need to cancel within 24 hours of your appointment, a nominal fee will be charged to your method of payment on file to support your therapist for their time.
As a reminder, any no-show will be applied a $75.00 fee.
Marvin Late Cancellation Policy:
It's free to cancel or reschedule your virtual appointment up to 24 hours for any reason. After that, you'll be charged a $75 fee.
What is Marvin’s Late cancellation and no-show policy?
If you need to cancel or reschedule a session, we ask that you do so more than 24 hours before your scheduled appointment. Sessions canceled or missed within the 24-hour window are subject to a cancellation or no-show fee.
This policy helps ensure that therapists are fairly compensated for the time they’ve reserved and prepared for your session, and that other members who may need support have access to available appointments.
Can the cancellation or no-show fee be waived?
In some circumstances, yes. Fees may be waived if you experienced one of the following:
- A medical emergency that prevented you from attending your session.
- An unexpected, unavoidable work-related conflict (such as being required to stay late without prior notice).
- A verified technical issue that prevented you from accessing the session, such as a platform error or connectivity problem.
Requests that fall outside these three categories are generally not eligible for a waiver.
How do I request a fee waiver?
If you believe your situation qualifies for a waiver, please reach out to our User Success team at user-success@meetmarvin.com. Include a brief description of what happened, and our team will review your request.
What if my waiver request is denied?
If your request doesn’t meet the approved waiver criteria, our team will let you know and explain why. If you feel there are special circumstances that weren’t fully considered, you’re welcome to follow up and our team will escalate your case for further review.
How can I avoid cancellation fees in the future?
The best way to avoid a fee is to cancel or reschedule your session as early as possible — ideally more than 24 hours before your appointment. You can manage your sessions directly from your Marvin account at my.meetmarvin.com.
If something comes up unexpectedly, reach out to your therapist or contact user-success@meetmarvin.com as soon as you can.
Who can I contact if I have more questions about a charge?
For questions about a specific charge or your billing statement, please reach out to our team at user-success@meetmarvin.com and we’ll be happy to help.
Still need help? Contact our User Success team at user-success@meetmarvin.com.