Payment, Cancellation and Refund Policy

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I understand that due to given circumstances, there are some instances in which therapy sessions, consultations or other events will have to be cancelled or re-scheduled. Here, I set out the payment, cancellation and refund policy. This policy applies to all services and products offered at the K.I.N.D.E.R. Therapist. 

Session Fees & Payment

One-to-one therapy (Online/In-person) - each session is charged at £77 for 50 minutes.

You will also receive a payment confirmation and details of your first online session once the booking has been confirmed.

After your first session, therapy sessions are billed at £77 per week on a subscription basis. By signing the Client Agreement Form and/or attending your first therapy session with the K.I.N.D.E.R. Therapist, you agree to be billed for therapy sessions on a subscription basis.

Managing Your Subscription

The customer portal run by Stripe allows you to self-manage your payment details, and subscriptions. You will be billed each week from the date of purchase; with each payment taken before your therapy session.

View, Change or Cancel your subscription

You can manage your subscription using the link sent directly to you in your confirmation email. 

From the link, you can:

● View past payments

● Update your payment card on file

● Cancel the subscription

● Reactivate the subscription

Subscription payment failures

If your payment method fails when Stripe tries to process a scheduled payment, your subscription will be automatically cancelled. You can reactivate your subscription by updating your card on file through the link in your confirmation email.

Pausing your subscription

In the event you are unable to attend a therapy session, please give at least 7+days notice in writing (via email) or confirm this with your therapist in session (the decision to pause your subscription will also be confirmed to you in writing).

Please note, the service can only pause subscriptions for a maximum of 2 weeks. If you will not be able to attend therapy sessions for 3 or more weeks consecutively, please be advised you may be asked to pay a retainer fee (chargeable at £77 per weekly session) in order to retain your appointment slot. 

In the event that you pause your subscription (without advance notice), you will be contacted via email to confirm whether you wish to pause sessions temporarily or end therapy sessions with the K.I.N.D.E.R. Therapist.

Termination or cancellation of subscriptions

You may cancel your subscription at any time by accessing the Customer Portal via Stripe or contacting your bank. Please note the service reserves the right to cancel any upcoming therapy sessions, once a subscription has been cancelled.

All subscriptions will be terminated by the K.I.N.D.E.R. Therapist on completion of your therapy sessions. 

Refunds

All therapy sessions are non-refundable.

Fees are subject to review on an annual basis, usually on the 1st of January each year. If service fees have changed after you have started therapy sessions, you will be charged at the rate agreed at the beginning of your contract. On completion of therapy sessions, if you decide to re-refer to the service, you will then be charged at the new rate.

Please see further details below on cancellations (for all sessions, a 7-day cancellation notice is required).

Late arrival/missed sessions 

Online/In-person/Telephone appointments 

As appointments are scheduled at specific times, I will not be able to see you if you arrive outside of our agreed time. If you arrive early, I would kindly ask you to wait until your scheduled appointment time. Similarly, if you arrive late, unfortunately, I will not be able to extend the session to compensate. If you arrive over 15 minutes late and have not contacted the service, I will assume you are no longer attending and will consider this as a cancellation without prior notice. 

For online sessions, I will wait for 5 minutes for you to join the meeting. I may also contact you via email to confirm you will still be attending the session. If you have not arrived for the session after 10 minutes, I will call you (unless different arrangements are agreed) to confirm you will be attending the session. If the call is unanswered, I will try again after 5 minutes. If the second attempt fails, I will leave a voice-message and a follow-up email asking you to contact me, however, please note the session will still run from the scheduled time. 

If you have not contacted the service within 15 minutes of the scheduled appointment time, I will also consider this as a cancellation without notice. In the event, there are technology/IT difficulties, I will do my best to offer the appointment using another communication method (i.e. telephone) or re-schedule the session if needed.

Cancellations 

The service reserves the right not to offer a further appointment, if two consecutive sessions are missed without prior notice.

The service operates a 7-day cancellation policy for therapy sessions. If you cancel an appointment over 7 days in advance, you will not be charged for the missed session. As it is a subscription service, this means your subscription will be paused by the service for one week (two weeks maximum).

If you cancel with notice in 1-6 days, or if you cannot attend, you will still be charged for the appointment. In the event, you have paid for the session in advance, this means your session fee will be non-refundable.

The service has a 2 session maximum cancellation policy. If you cancel two consecutive sessions without any prior notice, the service will write to you on the day of the missed session. If I do not receive a response from you within 7 days, I will assume that you no longer wish to continue therapy sessions and I will release your appointment slot in line with the service policy.

Exceptional circumstances 

I recognise that emergencies happen, even if they are rare. If you know that you might not make an appointment, please let me know as soon as you can (via email or telephone). Similarly, if a genuine emergency prevented you from attending, and also from letting me know, a reduction or waiver of the session fee may be considered. This can only be authorised by a follow-up discussion with yourself and written agreement by the service.

If I cancel 

Occasionally, circumstances might prevent me from attending a session as agreed. I will give you as much notice as possible if this happens.

Workshops and events 

All workshop and event bookings are fully transferable but non -refundable. If you make a substitution, please let me know in advance (within 7 days), if possible so that I can ensure you receive the correct resources for the event attended. Should you need to make a last-minute change, I will send you a confirmation email as soon as possible. If you do not attend a workshop or event you have paid for, and do not send a substitute, I will send you any resources you would have received. 

If I have to cancel or re-schedule an event or workshop, you will be given two options: (i) the opportunity for a full refund or (ii) the opportunity to switch to an alternative date/time and receive a credit against a future event. 

Any questions? 

If you have questions about the payment, cancellation and refund policy, please contact the service on 0208 152 7812 or email joey@thekindertherapist.com.