Cancellation Policy
Late or missed sessions
If we have a phone call scheduled, we’ll call you at the scheduled start time. If you don’t answer, we’ll try again a few moments later. If there’s still no answer, we’ll ask you to get in touch when you’re able to take the call, but please note that the session time will still run from the originally scheduled start. If I haven’t heard from you within 15 minutes of the start time, we’ll consider it a cancellation without notice.
Similarly, for online video appointments, we will start the appointment at the scheduled time and wait for you to join. If you do not join, we will wait for 15 minutes, and if we have not heard from you, this will be considered a cancellation without notice. If something does go wrong, we’ll do my best to offer the appointment using another method, e.g., via phone call. If we are unable to deliver the session and it’s not due to anything on our end, we generally still charge for the appointment.
Cancellations
When an appointment is made, this time is reserved exclusively for you. A full 48 hours is required for cancellation. If you cancel after that, or if you cannot attend, you will still need to pay for the appointment. This is because 48 hours may allow us to offer the appointment time to other clients.
Exceptional Circumstances
We understand that emergencies can happen, even if they’re rare. If you think there’s a chance you might not be able to make an appointment, please let us know when you book it. We’ll do our best to be flexible in those situations.
Likewise, if a genuine emergency stopped you from attending and also from letting me know, we are open to waiving or reducing the cancellation fee.
If cancellations become frequent, though, we may ask for a non-refundable pre-payment. This payment wouldn’t be refunded, even if you cancel more than 48 hours in advance.
If We Cancel
Occasionally, circumstances might prevent us from delivering a session as agreed. If that happens, we’ll give you as much notice as possible. We won’t charge you for any appointments we need to cancel, and we’ll do our best to reschedule at a time that works well for you.