Cancellation policy

Cancelling or rearranging a session

Why this policy exists

When we agree a session time, that time is reserved for you alone. A late cancellation usually cannot be offered to another client. This policy keeps things fair and predictable for both of us, and protects the consistency that helps counselling work.

How to cancel

Please give at least 48 hours' notice to cancel or rearrange a session.

Email [email protected], or use the cancellation link in your booking confirmation.
The 48 hours are counted from when your message is received to the session start time.
Weekends, evenings and bank holidays count towards the 48 hours.
Example: for a Saturday 10:00 session, notice must be received by Thursday 10:00.

Cancelling with 48 hours' notice or more

You will not be charged. Any fee already paid for that session is held as a credit and used for your next session.

Credit is held for 3 months from the cancelled session date.
It is applied automatically to your next booked session.
Credit is personal to you and cannot be transferred.

Late cancellation and non-attendance

If you cancel with less than 48 hours' notice, or do not attend, the full session fee (£65, or your agreed concession rate) is payable. A fee already paid is not refunded or held as credit.

If sessions are missed or cancelled late repeatedly, I will invite you to talk about this with me. We will review together whether the current arrangement is working for you.

Exceptional circumstances

Life does not always give 48 hours' warning. In genuine emergencies, such as sudden serious illness, bereavement or a family crisis, I may waive the late cancellation fee at my discretion. Please let me know as soon as you reasonably can.

Lateness and technical problems

All sessions take place online by secure video through WriteUpp.

If you join late, the session still ends at the scheduled time and the full fee applies.
If you have not joined after 15 minutes and I have not heard from you, the session counts as non-attendance.
If the connection fails on my side and cannot be restored, the lost time is rearranged or credited at no cost to you.
If the connection fails on your side, I will try to reconnect or continue by phone for the remaining time.

If I need to cancel

I will give you as much notice as possible, and at least 48 hours where I can. You will not be charged. Any fee paid is held as credit for your next session or refunded in full, whichever you prefer. Planned breaks, such as holidays, will be discussed with you well in advance.

Ending counselling and unused credit

You are free to end counselling at any time. If you decide to stop and have credit from a cancellation made with 48 hours' notice or more, that credit will be refunded to your original payment method within 14 days.

Fees for late cancellations and non-attendance are not refundable.

Agreement

This policy forms part of the counselling agreement we discuss at our first session. By booking a session, you confirm you have read and accepted it. If anything is unclear, please ask: [email protected].