Cancellations
& refunds.

No client cancellations

Once an appointment is confirmed, its time is reserved for you. Client cancellations are not accepted. Missed sessions and client cancellations are non-refundable, except where applicable law requires otherwise. Please check the fee, date, timezone and your availability before paying. Declining a calendar invitation does not cancel or reschedule your appointment.

Rescheduling your appointment

You may reschedule a new appointment up to 2 times, no later than 4 hours before its currently scheduled start. After that deadline, client rescheduling is closed. Your private appointment page shows the exact deadline in your selected timezone and how many changes remain.

Use the private management link in your confirmation email, or request a fresh link using the same email address. Choose an available session of the same duration and confirm the change. New times must meet the practice’s minimum booking notice of 24 hours and the rescheduling notice requirement. Your original payment carries over; do not pay again to reschedule.

Your existing time remains reserved until the replacement is confirmed. Only a successful change uses an allowance. Failed attempts and requesting a new link do not count. A fresh link does not reset your allowance. Changes made by the practice do not use your client allowance.

The allowance and notice period are saved when you book. Existing appointments keep their agreed rules if the practice later updates this policy.

If the practitioner cancels

If the practice cannot provide your confirmed session, you can choose a mutually suitable alternative or a refund for the undelivered session. A provider cancellation is not treated as a client cancellation.

Payment errors and unavailable times

Duplicate charges, incorrect charges and payments received for a time that cannot be allocated will be investigated. Valid duplicate or erroneous charges are eligible for correction or refund. If a payment arrives after a reservation expires and the time is no longer available, the practice will arrange an alternative with your agreement or refund the payment.

If money was debited but you have no booking confirmation, contact the practice with your payment reference before paying again. Never share your card number, CVV, banking password or UPI PIN.

Connection problems and late arrival

Allow time to check your device and connection. Contact the practice promptly if you cannot join. The practice will assess what happened and agree an appropriate next step. Late arrival does not automatically extend the appointment, and a missed appointment is subject to the client cancellation terms.

How an approved refund is handled

Approved refunds are initiated through the original payment provider to the original payment method. We will communicate the status and expected processing timeframe. The time until funds appear depends on the provider and your bank. Mandatory consumer remedies are not excluded by this policy.

Get in touch

Include your booking reference, appointment date and a brief explanation. You do not need to include clinical information in a payment enquiry.