Missed sessions, late changes and refunds
How changing, missing or cancelling a therapist session works, and what happens to the money. Last updated 25 October 2026.
1. Changing a session
- Each therapist sets a notice period of 12, 24 or 48 hours (24 hours unless they choose otherwise). It is shown on your booking.
- Outside the notice period you can ask to reschedule or cancel at no cost. Your therapist confirms the change.
- Inside the notice period, or after a missed session, you get one courtesy reschedule per therapist. It becomes available again after 180 days.
- Your therapist can always waive these rules, for example if something urgent came up.
2. When a session counts as used
If you miss a session, or cancel inside the notice period after you have already used your courtesy reschedule, the session counts as used, unless your therapist waives it. The therapist set that time aside for you and could not offer it to anyone else.
3. What happens to the money
When a session counts as used, Brainstore’s 20% service fee is taken first. What remains is shared equally between you and your therapist:
- Your half is returned to you as Newros in your Arcadia wallet (100 Newros = RM1). It does not expire. It is a credit you can spend on eligible Brainstore products, not a cash refund and not a refund to your card or bank.
- Your therapist’s half is paid to them as earnings.
| Session price | RM200.00 |
| Brainstore service fee (20%) | −RM40.00 |
| Returned to you as Newros (50% of the remaining RM160) | RM80.00 (8,000 Newros) |
| Paid to your therapist (50%) | RM80.00 |
4. If your therapist cannot attend
If your therapist misses the session or cannot make it, you can choose a new time at no charge. The session does not count as used and you do not use your courtesy reschedule. Brainstore is told whenever this happens.
5. Corrections and changes by your therapist or Brainstore
Your therapist, or Brainstore on their behalf, can move a session to a new time. This never uses your courtesy reschedule and never counts the session as used. If a session was recorded as missed by mistake, the record is corrected, you are told, and anything taken from you is put back.
6. Cash refunds and your rights
The Newros credit in section 3 is the remedy for a session that counts as used. For any other problem, such as a session that did not take place for reasons on our side, or a charge you did not expect, message us and we will look at it case by case. Nothing on this page limits any right you have under Malaysian consumer protection law.
7. Questions
Email brainstore.asia@loganmarks.co or message us from Arcadia.
8. Formal terms
The plain-language sections above summarise these terms. If there is any difference, these formal terms prevail. “Brainstore” means Logan Marks Sdn. Bhd., operator of Brainstore.asia and Arcadia. “Therapist” means the independent professional who delivers the Session. “Session Price” means the listed price of the Session before any discount, voucher or Newros is applied.
- Notice Period. Each Therapist selects a notice period of 12, 24 or 48 hours (24 hours if none is selected). The Notice Period applying to a Session is the one shown on the booking when it was made, and later changes to the Therapist’s setting do not affect it.
- Changes outside the Notice Period. A Client may request to reschedule or cancel a confirmed Session more than the Notice Period before its start without charge, subject to the Therapist’s approval.
- Courtesy Reschedule. Where a Client asks to change a Session within the Notice Period, or after a Session has been missed, the Client is entitled to one courtesy reschedule with that Therapist in any period of 180 days.
- Counted Session. A Session is a “Counted Session” where the Client does not attend it, or cancels it within the Notice Period, in either case after the Client has already used the courtesy reschedule in the preceding 180 days, unless the Therapist waives this treatment. A Counted Session is treated as delivered, and no further Session or refund is owed other than as set out in clause 5.
- Allocation. For a Counted Session, Brainstore’s service fee of 20% of the Session Price is deducted first. The remaining 80% is divided equally: 50% is credited to the Client as Newros at 100 Newros for each RM1, and 50% is paid to the Therapist as earnings. The Newros credited under this clause do not expire, are not redeemable for cash and are not refunded to the Client’s payment method.
- Therapist absence. If the Therapist does not attend or cannot attend a confirmed Session, the Session is not a Counted Session, the Client may rebook at no charge and does not use the courtesy reschedule.
- Changes and corrections by the Therapist or Brainstore. A Therapist, or Brainstore on the Therapist’s behalf, may move a Session to a new time. This does not use the Client’s courtesy reschedule and does not make the Session a Counted Session. If the record of a Session is corrected, amounts credited on the basis of the earlier record are adjusted or reversed.
- Statutory rights. Nothing in these terms excludes or limits any right of the Client under the Consumer Protection Act 1999 or any other law that cannot be excluded by agreement.
- Changes to these terms. Brainstore may update these terms. A change applies to Sessions booked after the date it is published.
Brainstore.asia is operated by Logan Marks Sdn. Bhd., 48 Jalan Tiga, Off Jalan Chan Sow Lin, 55220 Kuala Lumpur.