We've included instructions below for cancelling Initial Sessions and Follow-up Sessions, as the process is different depending on the type of booking. 

To cancel a follow-up session, go to the client's page in your account, select the relevant session, and then click the Cancel Session button :

If the follow-up session has already been paid for, you will be asked if you wish to issue a refund or not. All clients agree to a 48-hour cancellation policy when booking their initial session, but you are free to make exceptions to this policy if you wish.

If you would like for a payment to be carried to a new date, please use the Edit Date/Time option to rearrange the booking. If the session date/time has already passed, you can contact the team so we can help with this.

Once the client has been made aware of the reasons for cancelling (or if a client requests to cancel), you can contact the team via live chat or by email to cancel an initial session.

When contacting the team, please make sure to note the reason for the cancellation, confirm that the client is aware, and confirm if a refund should be issued if the session is less than 48 hours away. 

If you are not the best fit to help the client, please let us know so we can cancel the booking accordingly and suggest alternative therapists for the client. We have more information about this scenario here.

If you and the client will be meeting on a different date or time, please make sure to rearrange the booking using the Edit Date/Time option in the session details page to avoid the client needing to wait for a refund.

If you are unavailable at the time of a session booked by a client, please ensure you update your availability urgently to block out the time booked to avoid us needing to pause your account, as the slot will become available to book again as soon as the session is cancelled or rearranged. 

We cannot leave any accounts live with sessions available for booking if we know the availability is incorrect. You can temporarily pause your account yourself if you need more time to update your Calendar - the team will be able to reactivate your account if you let the team know once updated.

Please note, while we understand that cancellations and booking clashes are occasionally unavoidable - if multiple sessions booked by clients are cancelled or rearranged due to a therapist being unavailable or due to the therapist not confirming bookings, or if this is a regular occurrence, this goes against the Terms & Conditions for Therapists agreed to when joining the Platform, and may lead to your account being suspended or permanently closed. Please try to ensure your availability is kept up to date to avoid this occurring.