Policy Statement

This Cancellations and Refunds Policy explains how appointment cancellations, rescheduling, non-attendance, and refunds are handled for services provided by Creatively Conscious Counselling & Therapy.

This policy applies to:

• In-person appointments

• Online or remote appointments

• Consultation or assessment appointments

• Appointment packages or block bookings (if applicable)

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This policy should be read alongside our Privacy Policy.

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Consumer Rights

Where you are a consumer, you have legal rights under UK consumer law. Nothing in this policy is intended to exclude or limit those rights.

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Booking and Payment

Appointments must be booked in advance.

Payment terms are as follows:

• Payment is due at the time of booking

• Payment is taken via secure online booking system

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If payment is not received in accordance with agreed terms, the appointment may be cancelled.

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Cancellations and Rescheduling

Notice Period

Clients must provide at least 48 hours’ notice prior to the scheduled appointment time to cancel or reschedule.

Notice must be given by:

Email to: k.mcgregor3@icloud.com

 

Cancellations with Sufficient Notice

Where cancellation or rescheduling is requested at least 48 hours before the scheduled appointment time:

• The appointment may be rescheduled without charge, or

• A refund may be issued, if payment has already been made

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Refunds will be processed within 14 days using the original payment method.

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Late Cancellations

Where cancellation or rescheduling is requested less than 48 hours before the scheduled appointment time:

• The full appointment fee will be charged

• Refunds will not usually be issued

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This is because the appointment time has been reserved specifically for you and may not be filled at short notice.

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Missed Appointments (Non-Attendance)

If you do not attend your scheduled appointment and no notice has been given:

• The full appointment fee remains payable

• No refund will be issued

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If exceptional circumstances apply (for example, sudden illness or emergency), please contact us as soon as possible. Any discretion to waive fees will be considered on a case-by-case basis.

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Practitioner Cancellation

If the practitioner needs to cancel an appointment due to illness, emergency, or unforeseen circumstances:

The appointment will be rescheduled at the earliest mutually convenient time, or

A full refund will be issued

No additional compensation will be payable.

 

Exceptional Circumstances

We understand that unforeseen events occur. In exceptional circumstances (such as serious illness or bereavement), cancellation fees may be reviewed at our discretion.

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How to Contact Us

To cancel, reschedule, or request a refund, please contact:

Creatively Conscious Counselling & Therapy

Email: k.mcgregor3@icloud.com

Please include:

• Your full name

• Appointment date and time

• Reason for cancellation (optional)

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Policy Updates

We may update this policy from time to time. Any changes will be posted on this page with an updated effective date.

 

Effective Date: 19/02/2026