When booking their initial session, clients agree to a 48-hour cancellation policy. Payments for follow-up sessions are processed automatically 48 hours prior to the session start time in line with this policy.
This means that clients can cancel an initial session (or pre-paid follow-up session) at any point up to 48 hours prior to the session start time and automatically receive a full refund.
For follow-up sessions which have not yet been paid, a payment will not be processed provided the booking is cancelled or rearranged with more than 48 hours' notice.
If you wish to make an exception to the cancellation policy for a client, you are welcome to do so. You can issue refunds via your Therapist Dashboard in the relevant session details page, or please contact the team if you would like to carry a payment for a past session to a new date.
The cancellation policy is noted in the Terms & Conditions for Clients found here (these Terms are agreed to by all clients when booking their initial session).
We also have an article for clients here discussing the cancellation and rearrangement policy, and an article here explaining the payment process from the client's perspective, including information on resolving payment failures.