If you need to cancel or reschedule a session, we ask that, where possible, you let your practitioner know at least one business day before the session is due to start by contacting them in the agreed manner.
Your practitioner will reschedule your session, and you'll receive a new session invitation email.
New to therapy?
In your initial conversation with your practitioner, we recommend that you agree on how you'll get in touch with your therapist if you are late for a session, or you need to cancel or reschedule.
Last minute cancellations
If you cancel or reschedule a session less than one business day prior to your booked session start time, this will count towards one of your sessions.
- If you are 5-10 minutes late for a session, your practitioner will get in touch with you in the agreed manner.
- If you arrive late to the session, this will count as your session. It's up to you and your practitioner if you want to use that session with the time you have left.
- If you haven't arrived after 10 minutes, the practitioner will turn off the sound and video of the video call, but remain available in case you arrive to the session late.
- If you are repeatedly late, the practitioner may raise this in your sessions to find a solution that works better for you both.
If you miss a session with no prior notice, the practitioner will send you an email saying that they tried to contact you, received no reply and that you missed the session. This will count as one of your sessions.
Couldn't get in touch?
If you can't get hold of your practitioner or you don't have their contact details, please email our support team at firstname.lastname@example.org with proof that you tried to contact your practitioner, and we will make sure that you don't lose your session.
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