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Cancellation Policy

• You may cancel an appointment without charge if you give us at least 48 hours in working days (Monday-Friday, 9-5 pm) prior to notice of the cancellation. If you do so, we will refund to you any sum you paid in advance. For example, cancellations for appointments on Tuesdays have to be communicated to us on Friday before the end of the working day. • Any cancellations made with fewer than 48 hours’ notice will be charged at the full rate. This is the case no matter whether the appointment is for a face-to-face, online, or telephone session. • If, due to exceptional circumstances you cancel an appointment without giving us at least 48 hours in working days prior notice we will consider the circumstances and in our discretion decide whether to waive any charge for late cancellation to that we are entitled. • Cancellations with fewer than 48 hours’ notice, or failures to attend are likely to be counted as one of your designated appointments, where funding is via a health insurance company, your employer or is provided as part of a legal process or service package. You should check with your health insurance policy to ensure you know when they will and will not cover your costs. • We may cancel an appointment booked by you at any time before the time and date of that appointment in the following circumstances: (i) The required personnel and/or required materials necessary for the provision of the Services are not available; or (ii) An event outside of our reasonable control occurs. • If we cancel an appointment in such circumstances, we will refund to you in full any advance payment that you have made to us for that appointment. • We will use all reasonable endeavours to start the appointment at the time you have booked but the start may be delayed by overrun of a previous appointment or by other circumstances. If a delay to the start is at least 30 minutes or at any time before or after you arrive for an appointment we notify you that there will be a delay of at least that time you may cancel the appointment and we will refund you in full any deposit or other advance payment that you have made to us for that appointment.

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