Cancellation Policy

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Practice: Tranquility Therapy

Business structure: Sole Trader

Data Controller: Sarah Michelle Butler

Policy effective from: 10th September 2026

Review date: 10th September 2027

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Purpose

 

Regular attendance helps provide continuity within counselling and allows appointment time to be managed fairly.

 

This policy explains how cancellations, late cancellations and missed appointments are handled.

 

Cancelling an appointment

 

If a client is unable to attend a booked session, they should inform me as soon as reasonably possible by:

 

Email / telephone / text / combination

 

Notice required

 

Clients are asked to provide at least:

 

48 hours notice when cancelling or rearranging an appointment.

 

Cancellation charges

 

Where sufficient notice is provided:

 

There will be no charge

 

Where less than the required notice is provided:

 

The full session fee will be required.

 

Missed appointments / no-shows

 

Where a client does not attend a booked appointment and has not contacted me beforehand:

 

I will consider whether there are exceptional circumstances where applying the normal charge would be inappropriate.

 

Payment

 

Where a cancellation or missed-session fee becomes payable, payment should be made using the normal payment method for counselling sessions.

 

Repeated cancellations

 

I recognise that clients occasionally need to cancel for unavoidable reasons.

 

However, repeated cancellations can interrupt the therapeutic process and make it difficult to maintain a regular appointment.

 

Where cancellations or missed appointments become frequent, I will discuss this with the client and consider whether the existing appointment arrangement remains appropriate.

 

Cancellation by Tranquility Therapy

 

If I need to cancel a session, I will give as much notice as reasonably possible.

 

The client will not be charged for a session cancelled by me.

 

Where appropriate, an alternative appointment will be offered.