Cancellation & Refund Policy

Booking and payment

Individual sessions are £65 (50 minutes) and couples sessions are £125 (60 minutes). Payment is required before each session, and I'll send payment details when we confirm your booking.

The pre-marital counselling programme is 12 weekly couples sessions, with one session free. It costs £1,375 paid up front, or £460 a month for 3 months (£1,380 in total). The first payment is due before your first session.

Your 14-day right to cancel

If you book online, by phone or by email, you have the right to cancel within 14 days of booking without giving a reason, and receive a full refund.

If you ask for a session to take place within those 14 days and then cancel, you'll be refunded in full minus the cost of any sessions that have already taken place. Once all the sessions you've paid for have taken place, the right to cancel no longer applies.

For the pre-marital programme, sessions that have already taken place are charged at £125 each.

Stopping the pre-marital programme early

After the 14-day cancellation period, you can still stop the programme at any time by letting me know in writing.

If you're paying monthly, no further monthly payments will be taken. Payments already made aren't refunded for sessions that have taken place.

If you paid up front, you'll be refunded for the sessions you haven't had. Sessions that have already taken place are charged at £125 each, so the free session only applies if you complete the programme.

Cancelling or rescheduling a session

If you need to cancel or reschedule a session, please give at least 24 hours' notice. Sessions cancelled with 24 hours' notice or more can be rescheduled or refunded in full.

Cancellations made with less than 24 hours' notice, and sessions missed without notice, will be charged at the full session rate. For the pre-marital programme, a session cancelled with less than 24 hours' notice counts as one of your 12 sessions.

If I need to cancel

If I have to cancel a session, I'll let you know as early as I can and offer you another time. If none suits you, you'll receive a full refund for that session.

How to cancel

Email hello@heartofpeacetherapy.co.uk with the subject CANCELLATION, and please also cancel in the system you used to book your session. The time your email arrives is used to work out how much notice was given.

Refunds

Refunds are made to the original payment method within 14 days of your cancellation.

Questions or concerns

If you're unhappy with how a cancellation or refund has been handled, please email hello@heartofpeacetherapy.co.uk and I'll do my best to put it right. As a BACP member, I also follow the BACP's Ethical Framework, and you can raise a concern with the BACP if we can't resolve it together.