Cancellation policy

The 24-hour rule

You can cancel or reschedule free of charge up to 24 hours before your session start time. Cancellations made inside the 24-hour window are non-refundable, because the therapist has already reserved that time for you.

Same-day appointments

Same-day appointments are booked within the 24-hour cancellation window and are therefore non-refundable once confirmed. You are asked to acknowledge this explicitly at checkout before payment is taken.

Missed sessions and late arrival

If you do not attend, the session is treated as a late cancellation and is non-refundable. If you arrive late, your therapist will use the time remaining in the booked hour where possible.

If your therapist cannot attend

If a therapist has to cancel, you can choose a full refund or a rescheduled session at no extra cost.

Session recording

Therapy sessions are not recorded by Online CBT Counselling or by the booking platform. Clients must not record sessions without their therapist's prior written agreement.

Changing an appointment

If you need to change an appointment, contact us as early as possible and include your booking reference. Refunds and rescheduling are handled under the terms accepted for that booking.

For the complete contractual terms, read our terms of use. If you need help, contact our team.