CANCELLATION POLICY
Psychotherapists are licensed healthcare providers under professional registrations. Once you enter into therapy you are expected to attend regularly. This is your time to attend or not, but it is chargeable time. Please read the following carefully. By continuing with sessions or bookings you accept and agree to adhere to this policy.
Cancellations
- Cancellations should be by email or text (not phone call or voice message unless urgent).
- If you arrive early, please wait in your car, or under the porch until your appointment time. Similarly, if you arrive late, I can't extend the session to compensate. If you let me know that you are running late by SMS Text or email, then I will accommodate a part session where possible.
- If you are over 15 minutes late and have not contacted me, I will assume you are not coming and will consider that as non attendance.
- I operate a 24-hour cancellation policy. If you cancel an appointment more than 24-hours in advance, you will not be charged for that session. If you cancel within the 24 hour period, you will be charged for that session, unless there are exceptional circumstances.
- I recognise that emergencies happen, even if they are rare. If a genuine emergency prevents you from attending, and also from letting me know, I will consider waiving or reducing the cancellation fee.
- In exceptional circumstances I can arrange a virtual or telephone session instead of meeting face to face (if this is appropriate).
- On the event that I have to cancel an appointment I will try to re-arrange the session at a time that best suits you. I do not charge you for appointments cancelled by me.
- It is your responsibility to ensure you know the location, route and time needed to attend.
Non Attendance
- If you fail to attend without appropriate notice, you will be charged for the missed session.
- If you provide an adequate reason for non attendance without notice (ie exceptional circumstances), you will be offered another appointment.
- Two non attendances without notice will result in termination of the Therapy Contract Agreement and you will not be accepted as a returning client for at least 6 months.
Payments
- Clients will be required to pay the full session fee in advance via PayPal, Cash or BACS. A receipt will be provided.
- You must settle the cost of missed sessions before being offered another session.
- If you fail to honour session fees, or if it becomes clinically inappropriate for you to have further therapy, we will not be able to offer further sessions, and will refer you back to your GP, or to another service if applicable.
Complaints Policy
- If you are dissatisfied with the service provided, and you feel able to, please discuss your concerns with me as a first step. I will respond professionally and advise you to the best of my ability.
- If we are unable to come to a satisfactory conclusion to your complaint, I will advise you to contact the BACP Customer Services.