Refund & Cancellation Policy

1. Cancelling a session

You can cancel a booked session at any time from the Bookings page. The refund amount is determined automatically by how much notice you give:

A few exceptions always result in a full refund regardless of timing:

• Therapist-initiated cancellations
• Platform technical failures that prevent the session taking place
• Bereavement, illness, or safeguarding events - contact [email protected] with brief context and we’ll override the tier.

2. Your 14-day right to cancel (Consumer Contracts Regulations 2013)

If you have purchased a session that has not yet taken place, you have a 14-day right to cancel and receive a full refund, beginning on the day of purchase. To exercise this right, contact [email protected] before the 14 days expire.

If you wish to start your session before the 14 days expire, you must expressly waive your right to cancel - you do this by ticking the appropriate box at booking. Once the session has begun, your statutory cancellation right ends; the standard tiered policy in section 1 then applies.

3. How refunds are issued

Refunds are processed via Stripe to the original payment method. They typically appear on your statement within 5–10 working days of approval. We don’t issue cheques or bank-transfer refunds because we don’t hold your bank details.

4. Disputes

If you disagree with a refund decision, please raise it through our Complaints Policy. UK consumers also retain their statutory rights to escalate via Trading Standards or Money Claim Online where appropriate.