We want every consultation to feel calm, valuable and fairly priced. This policy explains how cancellations, rescheduling and refunds work so there are no surprises.
1. Cooling-off period
If you change your mind within 14 calendar days of booking and your first session has not yet taken place, you may cancel for a full refund without giving any reason. To do so, please send a short message via our contacts page.
2. Cancellations after the cooling-off period
- More than 48 hours before a session: full refund or free rescheduling.
- Between 24 and 48 hours before a session: 50% refund or free rescheduling.
- Less than 24 hours before a session: the session is treated as held and is not refundable. Where possible we will offer a discounted recovery slot.
3. Multi-session packages
If you cancel a multi-session package partway through, we refund the unused sessions at the standard single-session rate after deducting any package discount that has already been applied. We will share a clear breakdown by email before processing.
4. No-shows
If you are unable to attend a session and do not let us know in advance, the session is considered held. We will always try to reach you by email and phone before marking a slot as a no-show.
5. Issues with the service
If you feel that a session did not meet a reasonable standard of care or attention, please tell us within 14 days. We will listen carefully, suggest a path to put things right and, where appropriate, offer a partial or full refund.
6. How refunds are paid
Approved refunds are issued to the original payment method within ten working days. Depending on your card issuer or bank, the funds may take an additional few days to appear on your statement.
7. Force majeure
If a session has to be cancelled because of circumstances genuinely outside our control — such as a public emergency or sudden illness in our small team — we will offer free rescheduling or a full refund at your choice.
8. Your statutory rights
Nothing in this policy affects your statutory consumer rights under Canadian law.
9. Contact
For any refund or rescheduling request, please reach out via our contacts page with your booking reference. We aim to acknowledge each request within two business days.