Refund & Cancellation Policy

I understand that plans can change and that sometimes things happen that are outside of your control. This policy explains how cancellations, missed sessions and refunds work, while leaving some room for flexibility where circumstances genuinely require it.

Initial consultation

If you decide to engage in an initial consultation 15 minute phone call, this service is free of charge, so there is nothing to pay if you decide not to continue with counselling afterwards.

The consultation is simply an opportunity for us to talk about what you're looking for, ask any questions you may have and consider whether we feel like a good fit to work together. There is no obligation to book further sessions.

Cancelling or rescheduling a session

I ask for at least 24 hours’ notice if you need to cancel or reschedule a session.

Where you provide at least 24 hours’ notice:

• You will not be charged for the cancelled session.
• If you have already paid, you can choose to have the payment refunded or transferred towards a future session.

Late cancellations and missed sessions

If you cancel with less than 24 hours’ notice, or do not attend your scheduled session without contacting me, the session will usually be charged in full.

This is because your appointment time has been reserved specifically for you and cannot usually be offered to another client at short notice.

I appreciate that circumstances can change unexpectedly, so I hope we can forge a relationship where you may feel comfortable sharing what has gone on for you so that we can explore if any reasonable adjustments are necessary. I will always consider the situation or any amendments on a case-by-case basis rather than applying this policy without any flexibility or deeper engagement with your circumstances.

Unexpected or exceptional circumstances

I understand that illness, emergencies and other unexpected circumstances can sometimes make attending a session difficult or impossible.

If something outside of your control means that you cannot attend, please let me know as soon as you can. I will consider the circumstances on a case-by-case basis and may be able to waive or reduce the cancellation charge where I feel this is appropriate.

Ending counselling

It is your right to begin and end therapy whenever it feels right for you. There is no requirement to book a particular number of sessions and no ongoing commitment beyond the sessions you choose to arrange.

Any sessions already attended, or any applicable late cancellation and missed-session charges, remain payable.

Where possible, I hope we may forge a collaborative relationship where you may feel able to share if you feel that your need for counselling is coming to an end. This is to give us the opportunity to talk about this together and encourage a supportive closure. However, please know that I recognise that this doesn't always feel comfortable or possible and I respect your autonomy and capacity to do what feels right for you regarding ending counselling.

Payments and refunds

Payments and bookings are currently processed through Omnia Therapy.

Where a refund is due, I will need to request this to be processed through Omnia Therapy and returned to the original payment method.

Any questions about a payment or refund can be raised with me at hello@allvoicescounselling.com.

Questions

If you have any questions about cancellations, payments or this policy, please get in touch before booking or at any point during our work together.

Email: hello@allvoicescounselling.com

Complaints

I hope that your experience of counselling with All Voices Counselling feels safe, respectful and helpful. If you have a concern about any aspect of my practice or the service you receive, I encourage you to let me know so that we may explore your experience together.

Where possible, I welcome the opportunity to discuss concerns with you directly so that we can understand what has happened and consider whether anything can be put right.

However, I do recognise that this may not always feel possible or perhaps safe to do. If you would prefer to make a formal complaint, or if your concern cannot be resolved informally, you can contact me via email at hello@allvoicescounselling.com. I will consider your complaint fairly and respectfully and in accordance with my professional responsibilities as an MBACP registered counsellor.

A fuller Complaints Procedure forms part of my practice governance documentation and is available upon request.

If you are not satisfied with the outcome of your complaint, you can also contact the British Association for Counselling and Psychotherapy (BACP), of which I am a registered member, to find out about their complaints process.

If your complaint concerns the handling of your personal information, please see my Privacy Policy for information about your data protection rights and how to raise a concern with the ICO directly.