We understand that plans can change. This policy explains how rescheduling, cancellations and refunds work for sessions booked with Aptimind Counselling & Therapy.
Rescheduling
If you need to change your appointment time, please let us know at least 24 hours before your scheduled session via phone or WhatsApp, and we will help you find a new slot at no extra charge.
Cancellations
Cancellations made at least 24 hours before the session are eligible for a full refund or credit toward a future session, whichever you prefer. Cancellations made with less than 24 hours’ notice, or missed sessions without notice, may not be eligible for a refund, as the time was reserved specifically for you.
Refunds
Where a refund applies, it will be processed back to the original mode of payment within 5–7 working days. If you paid for a package of sessions and wish to discontinue partway through, any unused, eligible sessions will be refunded on a pro-rata basis.
Exceptional circumstances
We understand that emergencies happen. If you are unable to give 24 hours’ notice due to a genuine emergency, please let us know as soon as you can — we assess these situations individually and will always try to be fair.
Late arrivals
If you arrive late to a session, it will still end at the originally scheduled time so as not to affect the next client’s appointment; the session fee remains payable in full.
Questions
If anything here is unclear, or you’d like to discuss a specific situation, please reach out directly and we’ll be happy to help.