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Policies

Booking and Cancellation Policies

1. Objectives and Background

ON THE COUCH COUNSELLING is committed to providing the best service in a timely manner. We aim to accommodate your needs.

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Unfortunately, when a client cancels without giving adequate notice, it prevents another client from being served. This cancellation policy is used as a way of respecting the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is used in fairness to both our business and the clients who would otherwise have wanted an appointment.

 

We are implementing a straightforward cancellation policy to be upfront about all the costs you may face when engaging our services.

 

2. Cancellation Process

We understand situations can arise in which you must cancel your appointment. Due to limited appointment availability, we request that you cancel with adequate notice. This allows us to fill that appointment slot.

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You may cancel by contacting us by email.

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We require a minimum of 24 hours’ notice for cancellation. Please contact us prior to your scheduled appointment to notify us of any changes or cancellations.

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If no prior notice or the notice given is not provided within the minimum notice period, you will be charged a cancellation fee (see below) for the missed appointment.

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3. Late Arrivals

Late arrivals can only be extended into the remaining time of the scheduled appointment. If you are late past your appointment time allocation (1 hour) you will incur the full scheduled fee.

 

4. Cancellation Fee

 

a. The cancellation fee is the FULL scheduled fee for the appointed session.

b. The cancellation fee will be charged by credit/debit card, eptpos or using the payment details which may be held securely on file.

c. The cancellation fee may be deducted from any deposit paid for the appointment (if any).

d. The cancellation fee is the sole responsibility of the client and must be paid in full within 7 days of the missed appointment or upon invoice.

 

5. Acceptable circumstances for waiving cancellation fees

We understand that plans may change due to uncontrollable and external circumstances. Missed appointments can be unintentional or may stem from an emergency, etc. Therefore, cancellation due to such circumstances will not incur a cancellation fee. Having cancellation fees waived require approval from the business owner, Darrell Collett.

 

6. Refund policy

If the notice of cancellation is given before the scheduled appointment and fees have been paid, ON THE COUCH COUNSELLING will refund any fee that was received to book an appointment.

 

7. Questions

Our business firmly believes that a good client and business relationship is based upon mutual understanding. Questions about our cancellation policy should be directed to Darrell Collett. 

 

8. Agreement

In proceeding with making an online booking you agree that you have read, understood and consented to this Cancellation Policy. By using our online booking system, you understand that you are holding a spot, and you may be charged a cancellation fee if an appointment is cancelled without providing at least 24 hours’ notice or if the appointment is missed.
 

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