You can change your payment card by logging into your account, and then going to the Payment Method tab here.

We cannot take any payments over the phone, and we cannot update payment details on behalf of clients if these are sent by email.

We have information about our payment system and the security of this here.

Please note, if you remove your card information from your account but wish to book a new session, you will need to enter valid card details before you can book an appointment with your chosen therapist. Your therapist will also only be able to book follow-up sessions for you if you have a payment card attached to your account. 

If the payment for a follow-up session fails, you will be notified by email and SMS. You can click on the link included in the email and SMS to re-submit the payment, or you can also go to your Dashboard and click on the relevant session to retry the payment.

The email will note the reason for the payment failure. Common reasons for payment failures are insufficient funds, expired card details, or payments being blocked by your bank. If the payment is blocked by your bank, you will need to contact the bank to ask them to remove the block (or change the card saved in your account). 

Payments for follow-up sessions are processed automatically 48 hours before the session start time. If a payment fails, we will try again 24 hours before the session start time, and then a final attempt 12 hours before the session start time.

If there are less than 12 hours to go until your session, you will need to submit the payment via the session details page in your Dashboard, or by clicking the links sent via SMS or email.

Any sessions left un-paid will be cancelled automatically around an hour before the session is due to begin.

If the session has already been cancelled, the links provided will no longer be valid. You will need to update your payment card and then let your therapist know once done, so they can then rebook your session for you.