Cancellation Policy

Please cancel or request to reschedule as early as possible by WhatsApp, telephone or email. At least 24 hours' notice before the scheduled starting time is requested so that the appointment can, where possible, be offered to another client.

A cancellation or rescheduling request is effective when it is received by the practice. Messages sent outside office hours may only be read on the next working day, so clients should take this into account when calculating notice.

Where less than 24 hours' notice is given, or a client does not attend a confirmed appointment, a cancellation charge of up to the full consultation fee may apply. Any charge will be considered reasonably and in accordance with applicable consumer law, taking account of the notice provided, the nature of the appointment and whether the time could reasonably be filled.

No cancellation fee will be imposed where prohibited by law, including where the booking cannot be honoured because of the death or hospitalisation of the person for whom the appointment was made. Other exceptional circumstances may be considered at the practice's reasonable discretion.

A late session will normally still end at its original finishing time to protect the next client's appointment and confidentiality. The usual fee may remain payable. If the remaining time is not clinically or practically suitable, the appointment may be treated as a late cancellation after the circumstances have been considered.

If an online session is interrupted, both parties should try the agreed backup method. Where a material disruption is caused by the practice or its systems, the unused portion will be rescheduled or credited where appropriate. Client-side connection, device or privacy problems will be assessed fairly according to the time available and whether the session could continue by another agreed method.

The practice may need to cancel or reschedule because of illness, emergency, safety, professional-scope concerns or circumstances beyond reasonable control. The client will be informed as soon as reasonably possible and will not be charged for a session the practice cancels. Any amount already paid for that session will be credited, rescheduled or refunded.