Stepping Stones Psychology operates a 48 hours’ notice policy. It means that an appointment will not be booked until our client has confirmed their appointment, including payment upfront within 48 hours.
No charge will normally be made in respect of sessions being cancelled at least 48 hours in advance.
However, if a client repeatedly cancels sessions, even with notice, we reserve the right to charge the full session fee for all missed or cancelled appointments and to require prepayment for future appointments.
Missed and cancelled appointments where clients do not attend or cancel/change their appointment within 48 hours, will still be charged and are non-refundable.
Services delivered face-to-face will be delivered at the time and place we have agreed. If you arrive more than 15 minutes late, without making prior contact with us, this will be considered to be a non-refundable cancellation on your part.
If services were to be delivered via telephone, Skype or other virtual service you are responsible for making the call or connection. If the call or connection is not received within 15 minutes of the agreed time, without making prior contact with us, this will also be considered to be a non-refundable cancellation irrespective of the reason for the failure.
Very occasionally, emergencies may make it impossible for us to deliver a session as agreed. Normally we would have advised you in advance if this is likely, but in any event we would let you know as soon as possible if a session needs to be cancelled. If we cancel a session, no charge would be made and an alternative time would be offered.
We recognise that emergencies can happen to anyone, at any time. if you need to cancel an appointment at very short notice for reasons of genuine emergency, we will endeavour to be understanding and may waive the cancellation fee so long as you contacted us as soon as reasonably possible. Sessions missed without giving appropriate notice will remain chargeable in all but the most extreme circumstances
I hope this is clear; however please do not hesitate to contact me, should you wish to discuss our company policies further.