If you cancel or miss a session with less than 24 hours notice, your session fee will not be refunded. For cancellations made with more than 24 hours notice, the fee paid can be used for a future appointment. Sessions can be rescheduled up to 48 hours before, but not within 48 hours of the session.
While it is hoped that this policy does not adversely affect you, the policy is in place for the benefit of the clients and practitioners. If a session is cancelled without adequate notice, we are unable to offer the time slot to somebody else.
Late Arrival or Missed Sessions
Please contact me directly if you are going to be unavoidably late for a session, be it a face to face or virtual session. Sessions will always finish at the designated time. If you are more than 15 minutes late and have not informed us you will be late then we will assume you are not coming and will consider that as a cancellation without the required 24 hours notice. If you have contacted us and are later than 15 minutes the session viability is at the discretion of the Therapist based on their schedule.
The therapist will not complete sessions if you show signs of being intoxicated or unable to fully engage due to substance use. They will not continue sessions if you present threatening or inappropriate behaviour. We will not refund a session cancelled due to the above. In most cases, we do not work with clients who are seeing someone from a primary mental health team. We are also unable to work with those receiving treatment from another therapist. Please, if you are changing Therapist, ensure there is no overlap.
We will, where possible, make allowances for technical problems. Your therapist will contact you before the session is due to start and if you are unavailable will try again a few minutes later. If we are unable to deliver due to technical issues our end we will do our best to reschedule the session for you.
If you have questions or queries about our cancellation policy, please contact us.
(updated January 2023)