Refund and Reschedule Policy

At Dear Counselling,we understand that unforeseen circumstances may arise that prevent you from attending a session. To ensure a fair and transparent approach, we have established the following refund and reschedule policy.

Refund Policy

Type of RefundEligibilityAmount of RefundTiming of Refund
Full RefundCancellation 48 hours
to the scheduled
session.		100% of the total
payment.		 Within 3-5 business days
after cancellation.
Partial RefundCancellation less than
48 hours prior to the
scheduled session.		50% of the total
payment.		 Within 3-5 business days
after cancellation.
No RefundCancellation less than
12 hours prior to the scheduled
session, or no-show.		No refund will be
issued.		N/A

Reschedule Policy

Reschedule RequestEligibility New Schedule Fees Associated with
Rescheduling
Reschedule Request
Made 48 hours or more prior
to the scheduled session.		Yes, without penalty. New schedule will be set
up at no additional cost.		N/A
Reschedule Request made
less than 48 hours prior to
the scheduled session or during
the session.		Yes, with a fee equal to
25% of the total payment.		New schedule will be set
up at an additional fee of
25% of the total payment.		 Within 3-5 business days
after the reschedule
request.

Therapist Exception

  • Therapist illness or emergency: If the therapist is unable to conduct the session due to illness or an unexpected emergency, we will notify you as soon as possible and work with you to reschedule the session at no additional cost.
  • Technical issues: If technical issues prevent us from conducting the session, we will work with you to reschedule the session at no additional cost. We will make every effort to minimize disruptions and ensure a smooth continuation of our work together.

Client Exception

  • Connection issues: If you experience technical issues during the session that prevent us from continuing, we will work with you to resolve the issue and may need to pause or reschedule the session. We will make every effort to minimize disruptions and ensure a smooth continuation of our work together.
  • Unforeseen circumstances: In rare cases, unforeseen circumstances may arise that prevent you from attending a session (e.g., a sudden family emergency). We will work with you to reschedule the session at no additional cost, provided that you notify us at least prior to the scheduled session.
If you have any questions or concerns about our refund and reschedule policy, please don’t hesitate to reach out to us. We’re here to support you and want to ensure that you have a positive experience with our online counseling services.

Howto Contact Us

Response Time

We aim to respond to all inquiries within 24-48 hours. If your question or concern requires a more urgent response, we’ll do our best to get back to you as soon as possible.

Exceptions

Exception Eligibility Action Taken
Therapist Illness or EmergencyTherapist is unable to conduct
the session due to illness or
emergency.		Reschedule at no additional
cost.
Technical IssuesTechnical issues prevent us from
conducting the session.		Reschedule at no additional
cost.
Connection IssuesClient experiences technical
issues during the session.		Work together to resolve issues
and may need to pause or
reschedule.
Unforeseen Circumstances Client experiences unforeseen
circumstances (e.g., family
emergency).		Reschedule at no additional cost
with notification at least prior to the
scheduled session.
At Dear Counselling, we are dedicated to supporting your mental health journey. Our experienced professionals provide a safe and welcoming environment for individuals to explore their thoughts and feelings. Whether you’re seeking guidance, coping strategies, or just someone to listen to, we’re here for you every step of the way. Remember, reaching out is the first step to healing.
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