Cancellation and Refund Policy
Effective: 01st Dec 2021
To be Review on: 01st December 2024
Welcome to Salisbury Counselling.
Sometimes, the sessions or other events have to be cancelled ort rearranged.
Here we set out our cancellation and refund policy. This policy applies to all our services.
Late arrival/missed sessions
In-person appointments
As we book appointments at specific times, we could not see you if you arrive outside of the agreed times. So, if you arrive early, we would ask you to wait until your appointment time. Similarly, if you arrive late, we cannot extend the session to compensate. If you are over 10 minutes late and have not contacted us, we will assume you are not coming and will consider that cancellation without notice.
Online/telephone appointments
For online or telephone meetings, we'll call you at the scheduled time, unless we've agreed otherwise. If the call goes unanswered, we'll try again shortly after. If the second attempt fails, it's the client's responsibility to return our call, but the session will still start at the scheduled time. If you haven't contacted us within 10 minutes of the scheduled start, we consider it a cancellation without notice.
The link for online appointments will be provided before the scheduled time, and it's the client's responsibility to click on it and attend the appointment. We are not responsible for any technical issues with the link or devices. If clients anticipate technology issues, they can opt for a face-to-face or home visit (additional charges apply).
During online meetings, we won't call to remind clients or asking why they did not turn up to the appointment unless requested (extra administrative fee applies). If a client doesn't attend the online meeting, we mark it as non-attended and the appointment is non-refundable. By the end of the day or the following day, we'll call to reschedule the next appointment.
Cancellations
We operate a 48-hour cancellation policy. If you cancel an appointment over 48-hours in advance, we will not charge you for the missed session. If you cancel after that, or if you cannot 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 make an appointment, please let us know when you book it. We will try to be more accommodating 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. We wound not refund this payment, even if you cancel ahead of the usual 48-hour window.
If we cancel
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 re-book at a time that best suits you.
If you have questions or queries about our cancellation and refund policies, please contact us.
To be Review on: 01st December 2024
Welcome to Salisbury Counselling.
Sometimes, the sessions or other events have to be cancelled ort rearranged.
Here we set out our cancellation and refund policy. This policy applies to all our services.
Late arrival/missed sessions
In-person appointments
As we book appointments at specific times, we could not see you if you arrive outside of the agreed times. So, if you arrive early, we would ask you to wait until your appointment time. Similarly, if you arrive late, we cannot extend the session to compensate. If you are over 10 minutes late and have not contacted us, we will assume you are not coming and will consider that cancellation without notice.
Online/telephone appointments
For online or telephone meetings, we'll call you at the scheduled time, unless we've agreed otherwise. If the call goes unanswered, we'll try again shortly after. If the second attempt fails, it's the client's responsibility to return our call, but the session will still start at the scheduled time. If you haven't contacted us within 10 minutes of the scheduled start, we consider it a cancellation without notice.
The link for online appointments will be provided before the scheduled time, and it's the client's responsibility to click on it and attend the appointment. We are not responsible for any technical issues with the link or devices. If clients anticipate technology issues, they can opt for a face-to-face or home visit (additional charges apply).
During online meetings, we won't call to remind clients or asking why they did not turn up to the appointment unless requested (extra administrative fee applies). If a client doesn't attend the online meeting, we mark it as non-attended and the appointment is non-refundable. By the end of the day or the following day, we'll call to reschedule the next appointment.
Cancellations
We operate a 48-hour cancellation policy. If you cancel an appointment over 48-hours in advance, we will not charge you for the missed session. If you cancel after that, or if you cannot 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 make an appointment, please let us know when you book it. We will try to be more accommodating 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. We wound not refund this payment, even if you cancel ahead of the usual 48-hour window.
If we cancel
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 re-book at a time that best suits you.
If you have questions or queries about our cancellation and refund policies, please contact us.
