If you receive a new booking where you do not feel that you would be best placed to help the Client based on the information shared in their Self-Assessment Questionnaire, we can cancel the session for you if you reach out to the team via the live chat in your Account, or by emailing [email protected].

Prior to the Session being cancelled, please ensure that the Client is aware of the cancellation and that the reasons for needing to cancel have been discussed with them. 

If you are unsure if you are the best fit for a Client, or if the information shared in their Self-Assessment Questionnaire is not clear, please discuss this with the Client to seek any further information or clarification you need prior to requesting the Session be cancelled. 

If you have been working with a Client for some time but it has become apparent that the Client could be better helped by a therapist with different experience or training, please discuss this honestly and openly with the Client first. 

If you and the Client agree to stop working together, you can let the team know via the live chat or by emailing [email protected], so we can reach out to the Client to recommend alternative suitable therapists for them. 

When contacting the team, please let us know the reason the client is not a good fit, the presenting issues they need help with, and the approach or specific experience they require so we can advise if we have suitable alternative therapists available. 

Depending on the situation, we will usually offer to cover the cost of an Initial Session with a new therapist on Harley Therapy for that Client as part of our Guarantee for clients. Please contact the team to discuss this option so we can confirm if the Guarantee would be offered. 

If an Initial Session is cancelled due to the Therapist not being the best fit for a Client, this will not affect the Therapist's profile badges, stats, position in the search results etc. as long as the team has been made aware.

Please do not leave sessions as unconfirmed in your Dashboard whenever possible as this will be detrimental to your position in the search results, as well as being a very poor experience for Clients if they have not been made aware in advance that their session will be cancelled.

If multiple sessions are cancelled due to being unconfirmed without the Team and Clients being made aware of the reasons for cancellation, this can lead to a therapist's Profile being permanently paused.

If we do not receive your message in time to cancel the session for you (eg. on weekends or short-notice bookings received in the evenings etc.), we would still be able to note the reason for cancellation to avoid this having any longer-term detrimental impact on your Profile.