Refund and cancellation policy

Plans change. We've tried to keep this simple and fair, to you and to the therapist who has held that hour open for you.

The short version: give 24 hours' notice and you never lose anything.

If You Need To Cancel Or Move A Session

24 hours or more before your session, you can cancel or reschedule freely. Nothing is lost. If you're cancelling rather than rebooking, choose either:

• Account credit for the full value, which you can use on any future session.
• A refund to your card, minus the 7.5% payment processing fee. This is the fee our payment provider charges to process and reverse the transaction, and we don't recover it. Refunds usually reach your account within 5–10 business days.

Less than 24 hours before your session, the session is counted as used and your therapist is paid in full. They had that hour reserved for you and can't fill it at short notice.

Everyone gets one late cancellation or reschedule forgiven. The first time this happens, we return the session to your account, no questions asked. We'll let you know it's been used so there's no surprise later.

If You Don't Join At All

Your therapist will wait for 15 minutes. If you haven't joined by then, the session counts as a no-show: it's used up and the therapist is paid in full.

If you realise you can't make it, even five minutes beforehand, please cancel rather than simply not arriving. A cancellation still counts as late, but it lets your therapist stop waiting.

If You Join Late

The session can still go ahead, but it will end at its original scheduled time.

Session times shown on the platform are in your own timezone. If you've recently travelled or changed location, it's worth checking your profile timezone setting.

If Your Therapist Cancels Or Doesn't Join

You never lose a session because of us.

• The session is returned to your account in full, always, whatever the notice.
• We'll help you rebook, either with the same therapist or another one, whichever you prefer.
• If your therapist cancels within 3 hours of the start time, or doesn't join at all, you also get 20% off your next purchase in addition to your original session. That's not an apology for the inconvenience so much as an acknowledgement that short notice is genuinely disruptive.

Switching Therapists

You can change therapists at any time. You don't need to explain why, and it won't affect your remaining sessions.

• Same pricing tier: no extra charge.
• Higher tier: you pay the difference in session price.
• Lower tier: the difference is added to your account as credit.

Finding the right fit sometimes takes more than one try. That's normal, and it's not something to feel awkward about.

Emergencies

In case of an emergency, please contact our support team. We will review your situation on a case-by-case basis.

Quick Summary

Understanding Your Rights

• Data Privacy: Your personal information, including payment details, is handled securely in accordance with our Privacy Policy.

Our commitment to you

Counsel Clinic is committed to providing exceptional mental healthcare services. This policy is designed to balance the needs of our clients with the operational requirements of our business. We value your trust and appreciate your understanding.

Need Help With A Booking?

Reach us at support@counselclinic.com or on WhatsApp at +971 52 560 9479.