Life can happen and sometimes we all need to cancel and reschedule. We try to be as flexible as we can to maintain good relationships with our service users and believe in being transparent about our way of working. Below is our general cancellation and refund policy:
Remote services / In your home / In one of our local therapy rooms
If you need to reschedule please let us know a minimum of 48 hours in advance. If you need to cancel a session, please let us know a minimum 48 hours in advance and we will issue a full refund.
Unfortunately, we are unable to issue a refund outside of this time frame as we would have already spent time preparing the materials, and in some instances, we have paid to hire the therapy room and/or supervision
Non-Attendance / Lateness
Your therapist will wait for 15 minutes for you to attend. During this time, if the session is remote, they will resend you the session link via email inviting you to join. If after 15 minutes the therapist has not heard back from you, the session will be ended.
If you are late, due to other scheduled sessions, we will only be able to offer you the remainder of your session and will not be able to add on extra time.
If you do not attend a session, due to our cancellation policy and the time the therapist has already allocated, we will be unable to issue a refund or reschedule the session.
Courses, classes & workshops
Due to limited seating, we request that you cancel at least 5 working days before the course begins. This gives us the opportunity to fill the class. If you have to cancel your class and do so within this time frame, we are happy to issue you a full refund.
If you decide to cancel part way through a course, unfortunately, we’re unable to offer a refund due to not being able to offer the space to someone else as the course has begun. However, we will do our best to accommodate you and if there is another course which you think would be more suitable, we can transfer you on this one.
If you miss a class which is part of a course, again, unfortunately we are unable to issue a refund. But we do offer similar courses throughout the year and will work with you to offer a ‘make-up’ session, free of charge, where possible.