Cancellation and Refund Policy

Cancelled Rubber Stamp - Cancellation and refund policy

Sometimes it is necessary to cancel or rearrange counselling or supervision sessions or other events. Here we set out our cancellation and refund policy. This policy applies to all our services.

Counselling and Supervision

Late arrival/missed sessions

In-person appointments

As we book appointments at specific times, we would be unable to see you if you arrive outside of the agreed times. So, if you arrive early, you would be asked to wait until your appointment time. Similarly, if you arrive late, we cannot extend the session to compensate. If you are more than 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

onlWhere we are to meet online or by telephone, we will call you (unless we agreed on something different) when the session is due to commence. 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. However, the session will still run from the scheduled time. If you have not contacted us within 15 minutes of the scheduled start, we will also consider that cancellation without notice. The technology we use for online and telephone counselling is very robust and very rarely fails. Where it does, we will do our best to offer the appointment using another communication method. However, if we are unable to deliver the session, and the fault does not lie with us, we reserve the right to charge for the appointment.

Cancellations

We operate a 48-hour cancellation policy. If you cancel an appointment more than 48-hours in advance, we will not charge you for the missed session. If you cancel after that, or if you fail to attend, you will still need to pay for the appointment as we have committed the time.

Exceptional circumstances

We recognise that emergencies happen, even if they are rare. If you know that you might not be able to make an appointment, please let us know when you book it. We will try to be more accomodating in such circumstances. Similarly, if a genuine emergency prevented you from attending, and also from letting us know, we could consider waiving or reducing the cancellation fee.

Should you repeatedly make and cancel appointments, we might ask for a non-refundable pre-payment. This payment would not be refunded, even if you cancelled ahead of the usual 48-hour window.

If we cancel

Very 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 rebook at a time that best suits you.

Workshops and events

All workshop and event bookings are non-refundable but are fully transferable. If you do make a substitution, please let us know in advance, if possible, so that we can produce attendance certificates in the correct name. Should you need to make a last-minute change, we will email a replacement certificate as soon as possible. If you do not attend a workshop or event you have paid for, and do not send a substitute, we will send you any resources you would have received.

If we have to cancel or rearrange an event, we will give you will full refund, the opportunity to switch to the alternative date/venue or credit against a future event.

Any questions?

If you have any questions or queries about our cancellation and refund policies please  give us a call on 0151 329 3637 or email enquiries@counselling-matters.org.uk? We would love to hear from you.