Cancellation and Refund Policy

Coronavirus Update

In light of the current situation regarding the Coronavirus, COVID-19, we are now offering online or telephone counselling in place of face-to-face sessions. Moving to virtual meetings means that our counsellors will continue to be able to provide support during this extraordinary crisis. If you want to make an appointment, please email or call us on 0151 329 3637. We will do our best to help.


We aim to deliver the very best counselling and supervision services. However, counselling and supervision are very personal and we recognise we won't be the most appropriate service for all clients. To help you make up your mind, the first session is offered with an unconditional money-back guarantee. If, at the end of the first session, you don't wish to continue to use our services, the session fee will be refunded without question or quibble. Subsequent, missed and cancelled appointments are non-refundable and would normally be charged for.

Late Arrival / Missed Sessions

Services delivered face-to-face will be delivered at the time and place we have agreed. If you arrive more than 15 minutes late, without making prior contact with us, this will be considered to be a non-refundable cancellation on your part.  

If services were to be delivered via telephone, Skype or other virtual service you are responsible for making the call or connection. If the call or connection is not received within 15 minutes of the agreed time, this will also be considered to be a non-refundable cancellation irrespective of the reason for the failure.


No charge will normally be made in respect of sessions cancelled at least 24 hours in advance. However, if a client repeatedly cancels sessions, even with notice, we reserve the right to charge the full session fee for all missed or cancelled appointments and to require prepayment for future appointments.


All workshop bookings are non-refundable but are transferable up to the day of the event. If a last minute substitution is made, we may not be able to issue an attendance certificate at the time. In such cases one will be sent out, by email, as soon as reasonably practical.


Very occasionally, emergencies may make it impossible for us to deliver a session as agreed. Normally we would have advised you in advance if this is likely, but in any event we would let you know as soon as possible if a session needs to be cancelled. If we cancel a session, no charge would be made and an alternative time would be offered.

We recognise that emergencies can happen to anyone, at any time. if you need to cancel an appointment at very short notice for reasons of genuine emergency, we will endeavour to be understanding and may waive the cancellation fee so long as you contacted us as soon as reasonably possible. Sessions missed without giving appropriate notice will remain chargeable in all but the most extreme circumstances.

If you have any questions or queries regarding this policy, please don't hesitate to contact us.