Cancellation Policy

Sometimes, counselling or supervision sessions have to be cancelled or rearranged. Here we set out our cancellation and refund policy. This policy applies to all our services.

Late arrival/missed sessions

In-person appointments

As we appointments are booked for specific times, it’s important to understand that you will not be seen if you arrive outside of the agreed time. So, if you arrive early, we will ask you to wait until your appointment time. Similarly, if you arrive late, we cannot extend the session to compensate. If you are over 15 minutes late and have not contacted us, we will assume you are not coming and will consider that cancellation without notice which will require payment of the session.

Online appointments

Where we have agreed that online therapy sessions are preferred, we will send you a link to join the session the morning of your appointment.  We will join the session on the platform at the agreed start time. If you fail to join, we will try again a few moments later. If the second attempt fails, we would ask you to contact us when you can join, but the session will still run from the scheduled time. 

If you have not contacted us within 15 minutes of the scheduled start, we also consider that cancellation without notice which will require payment of the session. The technology we use for online therapy sessions rarely fails, where it does, we will do our best to offer the appointment using another platform or at another time convenient to you. 

Cancellations

We operate a 48-hour cancellation policy. If you cancel an appointment over 48-hours in advance, we will not charge you for the missed session. If you cancel after that, or if you cannot attend, you will still need to pay for the appointment as we have committed the time.

Exceptional circumstances

With all of the above being said, we also recognise that emergencies do happen. If you know there is a chance that you might not make an appointment due to your circumstances, please let us know when you book it. Knowing in advance allows us to be more accommodating in such circumstances. 

Similarly, if a genuine emergency prevented you from attending, and also from letting us know, we could consider waiving or reducing the cancellation fee.

Should you repeatedly make and cancel appointments, we might ask for a non-refundable pre-payment. 

If we cancel

Occasionally, circumstances might prevent us from delivering a session as agreed. We will give you as much notice as possible if this happens. We will not charge you for appointments we cancel and will do our best to re-book at a time that best suits you.