The cancellation policy is in effect once an appointment has been scheduled via email or verbally with your counsellor. The purpose of this policy is to help both the counsellor and client achieve a consistent schedule to work on the issues presented in therapy. It helps to ensure that our counsellors are paid for their time as they will not be able to fill the empty slot when a session is cancelled with short notice.
We ask that you give us as much advance notice as possible when rescheduling or cancelling a session. In the event when that is not possible, at least 72hr notice (excluding Sat, Sun and public holidays) via email is required for all postponements and cancellations.
If less than 72hr notice is given, it will be considered a late cancellation and 100% of the counselling fee will be charged. This applies to no-shows as well. Please note: This policy includes all reasons including but not limited to transportation issues, family emergencies, medical reasons, work conflicts/meetings and any other circumstances that may be beyond one’s control. If you are ill but still wish to attend the session and are well enough to do so, please do not turn up in person. Instead, email us to let us know and we can proceed with the session via Zoom. New appointments made within the 72hr period are subjected to the same guidelines as stated above.
- X has an appointment on Thursday, 15 August at 3pm and they send us an email on Monday, 12 August at 2.30pm to inform us that they have a last-minute meeting to attend. There will not be a late cancellation charge.
- K has an appointment on Tuesday, 13 August at 8pm and they send us an email on Friday, 8 August at 11am to inform us that they need to travel the following week. There will be a late cancellation charge. The latest time that they can inform us to not incur a cancellation charge will on Wednesday 8pm, as Friday (9 August) is a public holiday and, Saturday and Sunday are not considered working days.