Cancellation Policy


Why we have a cancellation policy

While this may be difficult to hear, the policy is put in place to safeguard the service and the practitioners time. When a session is cancelled without adequate notice, we are unable to fill this time slot by offering it to somebody else. Because of this we do not give refunds unless there are very exceptional circumstances and this would be at the discretion of the Director.

Cancelled Sessions

If you cancel or miss a session with less than 48 hours notice, your session fee will be deducted from your account (i.e. you will be charged the full amount). For cancellations made with more than 48 hours notice, the fee paid will remain on your account and can be used for a future appointment.
Sessions can be rescheduled up to 48 hours before. But cannot be rescheduled after 48 hours.

Session bundles purchased by individuals

If you are unhappy with the therapist you are seeing you can change the therapist within the same price band at no extra cost providing you make the change within 48 hours prior to your session depending on availability.
We do not refund full or part bundles. You have a period of 12 months to use your bundle of sessions after the date of the first booking.

Late arrival or missed sessions

Please contact customer services if you are going to be late for your session either face to face or virtual hey@theselfspace.com or contact your therapist directly https://theselfspace.com/team/. Session will always finish at the designated time. If you are more than 15 minutes late and have not contacted us to tell us you will be late we will assume you are not coming and will consider that as a cancellation without the required 48 hours notice. If you have contacted us and are later than 15 minutes the session viability is at the discretion of the or actions.

Session refusal

The therapist will not complete sessions if you show signs of being intoxicated or unable to fully engage due to substance use. They will not continue sessions if you present threatening or inappropriate behaviour. We will not refund a session cancelled due to the above.
In most cases, we do not work with clients who are seeing someone from a primary mental health team. We are also unable to work with those receiving treatment from a therapist other than our own team.

Virtual Sessions

We will, where possible, make allowances for technical problems. Your therapist will contact you before the session is due to start and if you are unavailable will try again a few minutes later. If we are unable to deliver due to technical issues our end we will do our best to reschedule the session for you.

Self In The City for Corporate and Business Partners

These sessions can be changed according to availability providing this is with more than 48 hours notice. Sessions cancelled with more than 48 hours will remain on the Self and the City (SITC) corporate account. Sessions cancelled with less than 48 hours notice will be deducted from the SITC corporate account. Please refer to our Contractual Terms for more information.

Sessions missed without giving appropriate notice (a minimum of 48 hours) will remain chargeable in all but the most extreme circumstances.

Psycho-Education Events

All workshop and event bookings will be subject to a cancellation notice period of a minimum of 10 working days. Should the cancellation be made with less than 10 working days, 100% of the fees will become payable. Should the event be cancelled with more than 10 working days we will charge an administration fee of 5% of the total fees payable.
If we are asked to postpone the event we will require a minimum notice of 10 working days. Clients are permitted one postponement and the event must be rescheduled to take place within a maximum of 6 months from the original date otherwise 100% of the fees will become payable.

Any questions?
If you have questions or queries about our cancellation policy, please email hey@theselfspace.com

Updated December 2020