Cancellation &Refund Policy

1. Overview

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When you book a session, that time is reserved exclusively for you. I understand that life can be unpredictable; however, to maintain a sustainable practice and provide consistent care, I operate the following policy regarding cancellations and refunds.

2. Cancellation Period

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• 48 Hours Notice: If you need to cancel or reschedule a session, please provide at least 48 hours' notice. In this case, no fee will be charged, and any pre-paid fees will be fully refunded or applied to a future session.

• Less than 48 Hours Notice: Cancellations made with less than 48 hours' notice will be charged at 50% of the session rate

• Less than 24 Hours Notice: Cancellations made with less than 24 hours' notice will be charged at the full session rate.

3. Therapist Cancellations

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In the unlikely event that I need to cancel a session due to illness or an emergency:

• I will provide as much notice as possible.

• You will not be charged for the session.

• If you have pre-paid, you will be offered a choice between a full refund for that session or rescheduling at your earliest convenience.

4. Technical Issues (Online Therapy)

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For online sessions, if a technical failure on my end prevents the session from occurring, a full refund or a catch-up session will be offered. If the technical failure is on the client's end, we will attempt to continue via telephone where possible; otherwise, the full fee remains payable.

5. Contact

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To cancel or request a refund, please email hello@stephwillowstherapy.co.uk as soon as possible.