Cancellation Policy

NO SHOW/LATE CANCELLATION

a. CANCELLATIONS AND MISSED APPOINTMENTS
 

The client is expected to attend each scheduled session on time. We appreciate a minimum of 24 hour notice and more than 24-hour notice when possible, as we can then make that time available to other clients. Therefore, if you should know before the required 24-hour notice that you will not be able to attend our session, PLEASE, PLEASE call the office 07375405273, or email info@equise.co.uk so that we have time to fill your slot and can put another client in your space that may need it. The more time, the better for the therapist and other clients who are in need.

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A late cancel or no-show appointment hurts at least three people: you, your therapist, and another client who could have potentially utilized your time slot. Therapy sessions are scheduled in advance and are time reserved exclusively for our clients. When a session is cancelled without adequate notice, we are unable to fill this time slot by offering it to another current client, a client on the wait list, or a client with a clinical emergency.

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For ease and convenience as a signed up member you are able to login to your profile to reschedule or cancel your appointment. This will be your first point of call, but if you have any issues with logging in you can call or email within the required notice period for rescheduling or canceling. 

b. WHEN THE NO SHOW / LATE CANCEL FEE IS WAIVED

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The only exception to this cancellation policy is in the event of a serious or contagious illness or emergency. We offer one grace for these purposes every six months. Some examples of emergencies are car accidents, deaths in the family or extreme illness. Work issues do not constitute emergencies. This cancellation policy also applies even if missing the appointment was an unintentional act. In the event of prohibitive weather, we can conduct the session by video call (individual counseling). 

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c. FREQUENT CANCELLATIONS OR MISSED APPOINTMENT
 

Frequent cancellations (3 or more in 6 months or 2 consecutive) and/or missed appointments (no show) will result in the termination of treatment. If you have arranged with your therapist to have recurring appointments, the next recurring appointment will stay in the calendar. Therefore, please call the office 07375405273 or email info@equise.co.uk if you choose to cancel that appointment to avoid a second No Show/Late Cancel charge of £70. The recurring appointment will be removed after the second consecutive No Show/Late Cancel.

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Although Equise may send you text or email reminders about upcoming appointments, this is done as a courtesy and only if you consent to receive such communications by providing us with your email address and cell number. It remains your sole responsibility to keep track of and timely attend all scheduled therapy appointments, whether or not you receive the text or email reminder. It is your responsibility to inform the office if your phone number or email has changed. 
 

d. FEES FOR NO-SHOWS & LATE CANCELLATIONS (non refundable holding fee £70)
 

No-Show Fees:  Anytime you fail to attend a scheduled appointment without giving appropriate prior notice of cancellation, you will loose your non refundable holding fee of £70 for no show session. By booking an appointment, you consent to this policy. Multiple no-shows will result in the termination of therapy.

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Late Cancellation Fees:  Any session that is missed by canceling less than 24 hours in advance will result in you loosing your non refundable holding fee of £70. You will be charged even if the cancellation is work related and even if you rescheduled the appointment. By booking an appointment, you consent to this policy. Repeated late cancellations (more than two) may result in the termination of therapy. Multiple no-shows will result in the termination of therapy.

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You should note that insurance companies generally do not reimburse for missed appointments.

e. HOW 24-HOUR NOTICE WORKS

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A non refundable holding fee of £70 will be kept from your full payment when you miss or cancel an appointment without giving 24 hours advanced notice. This means that if an appointment is scheduled for 3:00 pm on a Tuesday, notice must be given by 3:00 pm on Monday at the absolute latest. Note that if your appointment is on a Monday, the cancellation needs to be provided no later than the prior Friday, by your appointment time, to be considered proper 24-hour notice.  You can cancel your appointment by calling the office 07375405273 or email info@equise.co.uk.

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f. WAIT TIME/GRACE PERIOD

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Your wait time is kept to a minimum. Due to the length of time provided for each appointment, it is critical that you arrive on time for your appointments. If you are more than 10 minutes late to your appointment, we will have no choice but to reschedule your appointment and you will loos your non refundable holding fee of £70 for a no show. To avoid loosing your holding fee, we require at least twenty-four (24) hours’ notice for all cancellations (as described above). Both therapist and client have a grace period of 10 minutes.

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Refund policy for Rescheduled or Cancelled Appointment/s

If you wish to cancel your appointment and reschedule for another date & time, Equise reserves the right to hold your holding fee for your rescheduled appointment, as long as you cancel and reschedule 24 hours prior.
For a missed appointment due to situations out of your control - as stipulated in section (b) when the no show / late cancel fee is waived - Equise reserves the right to hold your full payment until a rescheduled appointment is made.

If you no longer wish to use Equise services for the scheduled session due to finding another service provided and you cancel 72 hours prior to the appointment date & time, Equise will refund your full payment by BACS. Please email info@equise.co.uk and provide your name, surname, appointment date & time, contact number and we will be in touch with you about the refund process.

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THANK YOU!!!

We value you as a client and hope to help you with your future endeavors; however, we can only accomplish this with your understanding of your obligations set forth in this policy and consistency with treatment. Thank you for your understanding. Your therapist looks forward to beginning this therapeutic journey alongside you!