Cancellations and refunds
How moving, cancelling and refunds work at FORE. Reviewed October 2026.
Moving or cancelling a session
With at least 24 hours' notice, you can cancel or move a session free of charge, from your Home screen. Whatever paid for it comes back to you.
Less than 24 hours before
You can still cancel, but the full session fee applies: the session counts as used, and nothing is refunded.
If you would rather move it, you can ask your counsellor instead, and they will answer you either way.
Missed sessions
A session you do not attend counts as used.
Emergencies
If something serious has happened, tell your counsellor, or write to FORE. FORE's team can make an exception.
If your counsellor cancels
If you paid by mobile money, you choose: a free rebooking with the same counsellor at another time, or a refund.
If you used a bundle credit, the credit comes back to you, ready to book another session.
If it was your free first session, it stays free for your next booking.
Your free first session
Your first session on FORE is free, online. Cancelled with 24 hours' notice, it stays free for another booking. Cancelled later, or missed, it counts as used.
In-person sessions
Sessions at FORE's offices are paid one at a time, and follow the same notice rules.
Bundles
Bundles are for online sessions with FORE's standard counsellors. Bundle credits can't be used for sessions with specialists, which are paid one at a time.
If you want to cancel a bundle, write to FORE and the team will sort it out with you.
Refunds
When you qualify. When you cancel a paid session with at least 24 hours’ notice, or when your counsellor cancels and you choose a refund.
How to ask for one. Cancel the session from your Home screen, and a refund is requested for you. If your counsellor cancelled, choose “Get a refund” on your Home screen. For anything else, write to FORE.
How long it takes. FORE's finance team will tell you when to expect it. It goes back to the mobile money number you paid from, and how soon it shows can also depend on your mobile money provider.
If it hasn’t arrived. Write to info@recoveryuganda.org with the date of the session, and FORE’s team will look into it.
Questions
Write to info@recoveryuganda.org. For how FORE looks after your information, see the data protection policy.