• 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 fee will be due. In return, we will ensure you are given a minimum of 24 hours of any cancellations on our part, whenever possible.

 

• Unfortunately, if you are running late for a session, we will be unable to extend the session past the originally intended 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 any later 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, and if they are unable to reach you, will try a second time after a few minutes. If during online sessions technical issues interfere with the 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 side, we will rearrange the session with you for 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.

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• Threatening or otherwise inappropriate behaviour will not be tolerated, and this will lead to the session being terminated. Sessions that ended for the above reasons will not be refunded.