Refund and cancellation policy

Your session, your terms

We understand that life happens, and sometimes plans change. That's why we've created a flexible refund and cancellation policy to accommodate your needs.

Canceling or rescheduling your session

  • 24-Hour Notice: To cancel or reschedule your session, please give us at least 24 hours' notice. This allows us to offer your appointment slot to another client in need of support.
  • Full Refund: Upon canceling your therapy session 48 hours prior, you can choose between two options. You can either have the credit immediately available in your Counsel Clinic account for future bookings or opt for a refund. If you choose a refund, it will be processed within 10 business days, with a 7.5% deduction for bank transaction charges.
  • Partial Refund: If you cancel your session between 24 and 48 hours before your appointment, you will receive a 50% refund.
  • No Refund: Unfortunately, we cannot offer a refund if you cancel your session less than 24 hours before your appointment.

Exceptional circumstances

We understand that unexpected events can occur. If you need to cancel your session due to an emergency, please contact our support team as soon as possible. We will work with you on a case-by-case basis to find a suitable solution.

Rescheduling your session

You can reschedule your session up to 24 hours before consultation time without incurring a fee. Subsequent rescheduling may be subject to our cancellation policy.

Refund process

  • How refunds are processed: Refunds will be processed to your original payment method within 10 business days. Please allow additional time for the refund to appear on your statement, as this depends on your bank's processing time.

Understanding Your Rights

  • No-Show Policy: If you fail to attend your scheduled session without providing adequate notice, you will be charged the full session fee.
  • Therapist Availability: We strive to maintain consistent therapist availability. However, unforeseen circumstances may arise that require session cancellations. In such cases, we will provide ample notice and offer alternative appointment times or a full refund.
  • Data Privacy: Your personal information, including payment details, is handled securely in accordance with our Privacy Policy.
  • Dispute Resolution: If you have a dispute regarding a refund or cancellation, please contact our customer support team.

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.

If you have any questions about our Refund and Cancellation Policy, please contact us at [email protected].

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