Unexpected fees and charges

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This article contains information that is helpful for Headway clients. If you are a provider and have questions, check out our support articles for providers!



Why did I get charged multiple times in one day?

You receive an emailed invoice and a charge to the payment method on file once your provider confirms, through their Headway account, that a session has occurred. While we strongly encourage our providers to confirm sessions within 48 hours of the appointment taking place, this does not always happen.

If you have received multiple charges/invoices on the same day, it is likely because your provider confirmed some of your past sessions in bulk. The subject line of each emailed invoice will include the corresponding date of service so you can always check to see what sessions you are being charged for. Additionally, you can go into your headway.co account and click on your initials in the top-right corner. From there, you can click on Appointments and you’ll have access to all upcoming appointments and all past appointments that you have been charged for. Here is a helpful article on how costs are determined.

If you’d like, we are happy to get in contact with your provider directly to remind them to confirm appointments in a timely manner. If you have any other questions or concerns, please don’t hesitate to reach out to us via our contact form.


Why did I get charged a cancellation fee?

Each provider on Headway sets their own cancellation policy for their practice — it isn't determined by Headway. You received this charge because you cancelled an appointment within your provider’s predetermined cancellation window. This cancellation window is communicated at the time of booking, as well as in appointment reminder emails.

Because no session took place, we cannot submit this charge through your insurance for reimbursement, so you are responsible for the entire fee. Providers may charge the full session rate for a "no show" — i.e. if you miss your appointment without communicating.


As the billing party, Headway is not privy to any conversations held between you and your provider as it pertains to the waiving of cancellation fees. We ask that you reach out to your provider directly to see if there is any flexibility here (or if they billed you in error).  If so, you can have them contact us and we’ll be more than happy to update it for you!


Need to update your payment method of file? Check out this article for more information. 

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