Refunds, Cancellations & Program Policy

Overview

My counselling programs are structured, multi-session services designed to provide ongoing therapeutic support over a set period of time. When you purchase a package or program, you are reserving a series of dedicated sessions, clinical preparation, and time within my schedule.

For this reason, clear terms apply to refunds, cancellations, and rescheduling.

Change of mind

You may request a full refund prior to the commencement of your first session, less any reasonable administrative or processing fees (if applicable).

Once your first session has taken place, your program is considered commenced and is therefore non-refundable for change of mind.

After program commencement

Once a program has begun, refunds are generally not provided for unused sessions.

However, I understand that needs can change over time. In some cases, and where clinically appropriate, unused program value may be transferred to a different program or service if:

your needs have shifted, or
I assess that a different program would better support your goals

Any transfer of program value is offered at my discretion and is based on suitability and clinical judgment.

This reflects the structured nature of the programs and ensures you receive the most appropriate level of support.

Cancellations and rescheduling

Sessions may be rescheduled with a minimum of 48 hours’ notice.

Late cancellations (less than 48 hours’ notice) or missed sessions will be forfeited.

Exceptional circumstances

I understand that unexpected life events can arise.

In cases of serious or unforeseen circumstances, please contact me directly to discuss your situation. Any partial refund, credit, or adjustment is considered on a case-by-case basis at my discretion.

Practitioner cancellation

If I need to cancel or discontinue a program for any reason, you will be offered either:

a rescheduled session, or
a pro-rata refund for any unused sessions

Transferability

Programs and packages are non-transferable and are intended solely for the individual or couple who originally booked them.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

If services are not provided with due care and skill, are not delivered as described, or do not meet consumer guarantees under Australian Consumer Law, you may be entitled to a remedy. This may include a refund, resupply of services, or other appropriate resolution.

Questions

If you are unsure whether a program is right for you, I encourage you to book a free enquiry call before committing. This ensures you can make an informed decision about suitability and expectations.