Refund & Cancellation Policy
We understand that unexpected situations can arise, and we are here to assist you if you need to reschedule or cancel your appointment. Each of our services has a tailored cancellation policy to ensure fairness and flexibility for all clients.
Individual Therapy, Couples Therapy, Family Therapy, and Parent-Child Sessions
Cancellation Notice: Cancellations made at least 48 hours before your appointment will receive a full refund.
Late Cancellation (Less than 48 hours’ notice): Cancellations with less than 48 hours’ notice will be refunded with a 20% deduction as a deposit fee to cover the reserved time.
No-Show Policy: If no notice is provided before the appointment, the full session fee will be retained.
Policy for Payments with No Client Contact: If a payment is made and the client fails to schedule or attend any sessions within 3 months of the purchase date, and no contact is made by the client to arrange or reschedule sessions during this period, the payment will be retained by the agency. The agency is not obligated to issue a refund for unused sessions after this time.
Administrative Fee for Refunds: All refunds, whether full or pro-rated, will incur a small administrative fee of 5% to cover transaction costs and processing time. This fee will be deducted from the total refund amount.
Check-In Sessions
Cancellation Notice: Check-In Sessions may be cancelled up to 24 hours in advance for a full refund.
Late Cancellation (Less than 24 hours’ notice): Cancellations with less than 24 hours’ notice will be refunded with a 20% deduction.
No-Show Policy: The full fee will be retained if no notice is given before the session.
Policy for Payments with No Client Contact: If a payment is made and the client fails to schedule or attend any sessions within 3 months of the purchase date, and no contact is made by the client to arrange or reschedule sessions during this period, the payment will be retained by the agency. The agency is not obligated to issue a refund for unused sessions after this time.
Administrative Fee for Refunds: All refunds, whether full or pro-rated, will incur a small administrative fee of 5% to cover transaction costs and processing time. This fee will be deducted from the total refund amount.
Student Counsellor Tuition and Cultural Awareness Training
Cancellation Notice: These sessions require 48 hours’ notice for a full refund, given the specialised preparation involved.
Late Cancellation (Less than 48 hours’ notice): Cancellations made with less than 48 hours’ notice will receive a 50% refund to cover preparation costs and resources allocated for the session.
No-Show Policy: If no notice is provided before the session, the full fee will be retained.
Policy for Payments with No Client Contact: If a payment is made and the client fails to schedule or attend any sessions within 3 months of the purchase date, and no contact is made by the client to arrange or reschedule sessions during this period, the payment will be retained by the agency. The agency is not obligated to issue a refund for unused sessions after this time.
Administrative Fee for Refunds: All refunds, whether full or pro-rated, will incur a small administrative fee of 5% to cover transaction costs and processing time. This fee will be deducted from the total refund amount.
Subscription Packages (All Services)
Full Refund: A full refund is available within 48 hours of purchase if no sessions have been used.
Pro-Rated Refunds: After 48 hours, refunds will be provided on a pro-rated basis for any unused sessions, minus a small administrative fee.
Non-Refundable After 30 Days: Packages become non-refundable after 30 days, but any remaining sessions can be rescheduled within 3 months.
Policy for Payments with No Client Contact: If a payment is made and the client fails to schedule or attend any sessions within 3 months of the purchase date, and no contact is made by the client to arrange or reschedule sessions during this period, the payment will be retained by the agency. The agency is not obligated to issue a refund for unused sessions after this time.
Administrative Fee for Refunds: All refunds, whether full or pro-rated, will incur a small administrative fee of 5% to cover transaction costs and processing time. This fee will be deducted from the total refund amount.
If you need to cancel or reschedule, please use our Contact form to get in touch, and we will assist you in making the necessary changes.