Cancellations and Refunds Policy

At Sound Mind Counselling and Family Therapies, we value the time and commitment of both our clients and practitioners. To ensure fairness and smooth scheduling, we have outlined our cancellation and refund policy below. This policy helps us maintain high-quality service, be flexible to your needs and be transparent about potential fees.

1. Appointment Cancellations

We understand that life is unpredictable and you may need to cancel your appointment. If you need to cancel or reschedule, you can do so by cancelling or rescheduling in our online booking system at least 24 hours in advance. Alternatively, you can notify us via email or phone, the same notice period applies.

• Cancellations with 24 hours’ notice: No charges will apply, and any prepaid costs will be refunded.

• Cancellations with less than 24 hours’ notice: A cancellation fee (outlined below) will apply as the time slot cannot be offered to another client on short notice.

2. Late Arrivals

If you arrive late to your appointment, the remaining time of your scheduled session will be used. Arriving significantly late may require rescheduling or cancelling the session, which could incur the cancellation fee.

3. Cancellation Fee

The cancellation fee is the full cost of the appointment type booked, which reflects the cost of reserving your appointment time.

4. Refund Policy

Refunds are processed securely via Stripe, our payment provider.

• Cancellations made with at least 24 hours’ notice will qualify for a full refund of the session fee.

• Refunds may take 5–10 business days to appear in your account, depending on your bank’s policies.

• If you experience any issues in receiving your refund or have any questions, please contact us via phone or email so we can investigate and resolve as soon as we can. We are happy to help!

5. Exceptions to the Policy

We recognise that emergencies and unforeseen circumstances can happen. In these cases, we may waive the cancellation fee on a case-by-case basis. If you find yourself in such a circumstance, please contact us via phone or email so we can make arrangements to waive the fees or initiate a refund in our system.

6. Contact for Queries

We believe in fostering mutual understanding and maintaining positive client relationships. If you have questions or concerns about this policy, please reach out to us via phone or email.