Cancellation Policy

• We require a minimum of 24 hours' notice of cancellation via email if you are unable to keep an appointment to avoid fees being charged. If you cancel with less than 24 hours' notice or fail to attend a scheduled appointment without giving notice, the full payment will be due. In return, we will ensure you are given a minimum of 24 hours' notice of any cancellations on our part, whenever possible. Any 24-hour window does not include the weekend, so if a Monday session needs to be cancelled or rescheduled, notice must be given no later than the Friday before to avoid fees being charged.

• Unfortunately, if you are running late for a session, we will be unable to extend it past the originally scheduled finish time. We will be able to go ahead with a slightly shorter session, provided you arrive within 15 minutes of your scheduled start time. If you arrive more than 15 minutes after your scheduled start time, we will be unable to carry out the session, and this will be treated as a late cancellation, with the full fee due.

• For phone sessions, therapists will call at the scheduled time. If they are unable to reach you, they will try again after a few minutes. For an online session, the therapist will let you in at the scheduled time. If you are not there, they will wait up to 15 minutes for you to join them. If technical issues occur during an online session, it may be possible to switch to a phone session. If we are unable to provide the session due to technical issues on our end, we will reschedule it with you to another suitable time at no additional cost.

• If you attend your session in a condition where you are unlikely to be able to fully engage due to substance use, we will not complete the session.

• Threatening or otherwise inappropriate behaviour will not be tolerated and will result in the session being terminated.