cancelation & refund policy

We understand that sometimes things happen and as such your counselling session(s) occasionally have to be cancelled or rearranged, either by the client or by us.

 

As such we have to set out our cancellation and refund policy. This policy applies to all our current and future services.

 

online counselling / talking therapy

late arrival / missed sessions

We will notify you via 24 hours beforehand via text and email to remind you of the session.

 

Where we are to meet online for your session, we will call you (unless we agreed on something different) when the session is due to start.

 

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.

 

If you have not contacted us within 15 minutes of the scheduled start, we also consider that cancellation without notice. 

 

If we can start within those 15 minutes, the session will still run for the designated length of time (i.e. 15 for free introductory session and 45 minutes for online counselling) and run from the scheduled start time and end at the scheduled time.

 

The technology we use for online counselling is very robust and rarely fails. Where it does, we will do our best to offer the appointment using another communication method.

 

If we cannot deliver the session, and it is not our fault, we usually charge for the appointment.

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cancellations

We operate a 24-hour cancellation policy. If you cancel an appointment over 24-hours in advance, we will not charge you for the missed session.

 

If you cancel less than 24-hours in advance, or if you cannot attend, you will still need to pay 50% the appointment fee as we have committed the time. You will be refunded the other 50%.

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exceptional circumstances

We recognise that emergencies happen, even if they are rare. If you know that you might not make an appointment, where possible 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 24-hour window.

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cancellation by The Listener

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.

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any questions?

If you have questions or queries about our cancellation and refund policies, please contact us via hello@callthelistener.org. We would love to hear from you.