We understand that sometimes things come up and you may be unable to make your appointment. 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 book appointments at specific times, we are not able see you if you arrive outside of the agreed times. So, if you arrive early, please wait outside 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.

Online/telephone appointments

Where we are to meet online or by telephone, we will call you (unless we agreed on something different) when the session is due to start. If the call is unanswered, we will try again a few moments later. If the second attempt fails, we would ask you to contact us when you can take the call, 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. 

Cancellations

All cancellations will be subject to a charge. 

All missed appointments will be considered cancellation without notice.

There is no refund available for cancellations without notice

If less than 48 hours notice is given, you will be given the opportunity to reschedule the appointment however no refund will be given. You may only reschedule once and no refund will be given if that appointment is missed.

If you provide us with more than 48 hours notice, you will be given the opportunity to reschedule. If you still wish to cancel, you’ll be charged £15 as a cancellation fee. We will refund you the cost of the session MINUS the £15 cancellation charge.

If you cancel after that, or if you cannot attend, you will still need to pay the cancellation charge.

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. If we are unable to reschedule, you’ll receive a full refund.