Cancellation Policy

Booking Policy 1. Eligibility & Access • Services are available to clients who have completed registration and agreed to all service terms. • Bookings must be made through the designated platform or approved communication channels. 2. Advance Booking Requirements • Sessions can be booked up to 30 days in advance. • Same day bookings may be accepted subject to availability. 3. Confirmation • A booking is considered confirmed only when: o The client receives a confirmation email or message. o Any required pre payment or deposit has been successfully processed. 4. Payment • Some services may require full payment or a deposit at the time of booking. • Outstanding balances must be settled before the session begins. 5. Late Arrival • A grace period of 10 minutes is permitted. • Arrival beyond the grace period may result in: o A shortened session, or o The session being marked as a no show (see Cancellation Policy). 6. Service Requirements • Clients must meet any prerequisites listed for the service (e.g., forms, assessments, documentation). • Failure to meet prerequisites may result in rescheduling or refusal of service. Cancellation Policy 1. Client Initiated Cancellations • Cancellations made 24 hours or more before the session start time incur no penalty. • Cancellations made within 24 hours of the session start time may be subject to: o A cancellation fee, or o Forfeiture of the session fee or deposit. 2. No Show Policy • A no show occurs when a client: o Fails to attend a booked session, and o Does not cancel in advance. • No shows result in: o Full session fee being charged, and o Possible restriction on future bookings. 3. Provider Initiated Cancellations • In rare circumstances, the provider may cancel or reschedule a session due to: o Operational issues o Safety concerns o Unforeseen events • Clients will be offered: o A full refund (if applicable), or o Priority rescheduling. 4. Repeated Cancellations • Clients with three or more late cancellations or no shows within a 60 day period may have: o Booking privileges suspended, or o Access to certain services restricted. Waitlist Policy 1. Joining the Waitlist • When a service is fully booked, clients may join the waitlist through the booking platform. • Waitlist placement is assigned on a first come, first served basis. 2. Notification of Availability • When a slot becomes available: o The next client on the waitlist will receive an automated notification. o The client has 2 hours to accept the slot b