Booking, Payment & Cancellation Policies

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1. Introductory call

I offer a free 20-minute introductory call for prospective clients, to discuss what you are looking for, explain how I work, answer questions, and consider together whether the service is a good fit. The introductory call is not a facilitation session, and is not intended for emergency support.

2. Facilitation sessions and fees

Facilitation sessions are provided online to adults aged 18 and over. The session types available, the fee and the length of each, are shown when you choose a session to book.

Payment is taken at the time of booking, and a booking is confirmed only once payment (or a valid credit) has been applied. I may also offer free credits, discounted rates, or session packages, as set out below.

3. Free credits

Free credits may be offered for pro bono work and can be used to book a session without payment. They have no cash value, cannot be exchanged for cash, and cannot be transferred to another person. They may carry an expiry date or other conditions, which I will let you know when they are issued. I may withdraw or revoke free credits at any time — including where they have been misused, where these terms have been breached, or where they were issued in error — and if a free credit has already been used to make a booking, I may cancel that booking when the credit is revoked.

If you book using a free credit and cannot attend, please cancel with the notice below so the time can be made available to someone else. If you do not attend a session booked with a free credit without cancelling in time, I may withdraw some or all of your remaining credits, including the one used for the missed booking.

4. Discounted rates (sliding scale fees)

Discounted rates may be offered on an individual basis. Discounts may apply to a set number of sessions and/or within a stated expiry date, which I will let you know when it is offered. Discounts are personal to the person they are offered to and cannot be transferred. The discounted value has no cash value and cannot be exchanged for a refund or other form of credit. I may end a discount when the agreed number of sessions has been used, the expiry date has passed, or the conditions no longer apply. A discount does not create an entitlement to the same rate for future sessions.

5. Session packages / bundles (purchased credits)

I may offer packages (bundles) of sessions at a lower overall price than booking the same sessions individually. Each package sets out the session type included, the number of sessions (credits), the total price, and the date by which it must be used. Once you buy a package, the credits are assigned to your account. A package bought for a particular session type can only be used for that session type, and each booking uses one credit from the package. Package sessions have no cash value and cannot be transferred, though you may buy a package as a gift for another person at the time of purchase.

If you have not used any sessions from a package, you may request a full refund. Unused sessions remaining after the expiry date normally expire and are not refundable, unless otherwise agreed or required by law. A partially used package is generally non-refundable — except that, if I end the work or refer you to another professional because the service is no longer appropriate or falls outside my scope, I will refund the sessions left unused.

The standard cancellation and missed-appointment terms apply to package sessions, so a session may count as used if it is missed or cancelled without the required notice.

6. Cancellation and rescheduling

You may cancel or reschedule up to 24 hours before the start time at no charge. Cancellations or changes made with less than 24 hours' notice are charged at the full fee (or count as the session, where a credit was used). If there are extenuating circumstances please contact me. If I need to cancel a paid session, you will receive a full refund to your original payment method. If you used a credit to book the session, it will be returned to your account.

7. Missed appointments

If you do not attend a scheduled session without cancelling or contacting me, it is treated as a no-show: the fee is kept in full, or the credit used is treated as spent.

8. Late arrival

If you arrive late, the session will normally still finish at the originally scheduled time. If I am late due to something on my side, I will make reasonable efforts to provide the full session time or offer an appropriate alternative.

9. Technical problems

If a technical problem prevents the session going ahead, I will make reasonable efforts to reconnect. Where a significant problem prevents the session being meaningfully provided, we may reschedule or agree to another appropriate arrangement.

10. Suitability and right to decline

A booking does not guarantee a session will proceed if, before or during it, it becomes clear that the service is not appropriate for your needs or falls outside my scope. Where appropriate, I will explain this and may recommend another form of support.

11. Agreement

By making a booking with me, whether online, by email, or through any other booking method, you confirm that you have read, understood and agree to these Booking, Payment & Cancellation Policies.