Cancellation policy

Where you will find this policy: 

  1. On my website at: www.samepage.org.uk/cancellationpolicy/ 

  2. Mentioned in and referenced as an appendix to the counselling, mentoring and training contracts 

  3. Within my email signature that links directly to the cancellation policy above 

  4. Upon request directly from me at kat@samepage.org.uk 

This policy is to help you understand the procedures, processes and related fees for cancellations and missed therapy and therapeutic mentoring sessions. 

I understand that life is unpredictable and sometimes you might need to cancel or rearrange a session, or experience an emergency situation that causes you to miss a session. I also understand that neurodivergence can lead to accidentally missing an occasional session. I ask that, wherever and whenever possible, you inform me that you are cancelling a session.  

To cancel a session, please email me with your written cancellation at: kat@samepage.org.uk 

Procedures:

If you cancel a session with 48 hours or more notice, I will contact you to book and confirm your next session, which will usually be booking in for the following week/fortnight as per your usual session frequency. I will assume you will be attending your next session. 

If you cancel a session with less than 48 hours' notice, I will contact you to book and confirm your next session, which will usually be booking in for the following week/fortnight as per your usual session frequency. I will assume you will be attending your next session. 

If you miss a session without informing me via email, I will contact you to check in and ask for a reason that you missed the last session. You will not have another session booked in until I have received a response from you. This means that, if you do not contact or respond to my contact attempts, your sessions and contract will be ended, and all future sessions will be cancelled. 

Please see the ‘Good Faith Clause’ for information about accidentally missing a session and genuine emergencies. 

If I have to cancel the session on my end due to illness or otherwise unpredictable circumstances, I will try to do so with as much notice as possible. I will do my best to let you know at least an hour before your session where possible. I will offer you an alternative slot that week if I have one available. If not, I will book you in as usual the following week. I will contact you via email and/or text message.

Fees:

If you cancel a session with 48 hours or more notice, you will not be charged for this session. This does not otherwise change or end the terms of your contract. 

If you cancel a session with less than 48 hours' notice, the full fee will be charged for the session, as set and stated in your contract. You will need to pay this within 48 hours of the cancelled session. 

If you miss a session without informing me via email, the full fee will be charged for the session, as set and stated in your contract. You will need to pay this within 48 hours of the cancelled session. 

If I have to cancel the session on my end, you will not be charged for the session. If you have already paid for the session, please let me know and I can either refund the payment or you can put that payment towards your next session. This does not otherwise change or end the terms of your contract. 

If you have paid for a block of sessions at a discounted cost (and request a refund), I will return the amount at the rate you paid for the session. For example, if you have paid for a block of eight £50 sessions with a 10% block-discount, you will have paid £360 total and will receive a refund for 1/8 of this cost for the missed session - £45. This does not otherwise change or end the terms of your contract. 

Good Faith clause:

I understand that accidents and emergencies happen that can lead you to missing a session. I operate an exclusionary procedure for fees in special cases for clients, at my discretion. Please note that this does not otherwise change or end the terms of your contract. 

Generally, clients may be allowed to have 1 ‘accidentally missed’ or ‘last minute cancelled’ session every 6 months without being charged. You will need to approach me to request this by asking about my good faith cancellation policy. This does not otherwise change or end the terms of your contract. 

If a client has a genuine, emergency reason for missing a session, I will consider waiving the fee for that session. This is at my discretion entirely. 

If a session fee is waived, this should be considered a special consideration and does not break or change the contract in any other way.

Significant Weather Events:

I understand that unexpected weather events happen and that, sometimes, this will mean you have to miss a session. I also know that very hot and very cold temperatures can cause sensory difficulties for neurodivergent clients. This policy outlines the practical and fee procedures connected to unexpected weather events that might cause you to miss a session. 

Whenever possible, please adhere to the usual cancellation policy.

The term ‘significant weather event’ is used throughout this clause to include: 

  • A weather warning 

  • A storm or high wind speeds 

  • Heavy snowfall and/or ice 

  • A heatwave 

  • Temperatures forecast under 0 degrees Celsius or over 30 degrees Celsius 

  • Heavy rainfall that causes flooding on the roads 

Procedures:

If you are aware of a forecast that there will be a significant weather event happening, please let me know as soon as you can whether you intend to attend the session or not via email at: kat@samepage.org.uk  

I will try to contact you with as much notice as possible if your session is cancelled due to a significant weather event.  

If you are unable to contact me to cancel a session due to the significant weather event, I will make attempts to contact you. Please respond as soon as you are able to (before, during or after your booked session time). 

For in-person clients, in the case of a significant weather event, you will usually be offered an online video call session at the same time as your usual session. 

For online clients, your session will be expected to go ahead as usual unless you contact me to cancel or I contact you to cancel.  

Following significant weather events, I will ask that you confirm in writing your attendance to your next booked session. If you are unable to attend any future sessions as a result of the impacts of a significant weather event, please let me know via email.

Fees:

Whenever possible, please adhere to the usual cancellation policy, which you can find here. 

If there is a significant weather event forecast or happening which means you can’t attend and you let me know via email an hour before your session begins that you will not be attending, you will not be charged for the session. This does not otherwise change or end the terms of your contract. 

If there is a significant weather event forecast or happening which means you cannot attend the session, and you do not let me know that you will not be attending an hour before the session begins, you will be charged the full fee. You have 48 hours from the missed session time to make payment for your session in order for your next session to be booked. 

If you are an in-person client offered an online session, you will be charged the standard online-sessions fee. This is at my discretion and does not otherwise change or end the terms of your contract. 

If you are unable to contact me to cancel a session due to the significant weather event, please let me know this is the case when you do get in touch with me. At my discretion, I will consider waiving the session fee in this instance. This does not otherwise change or end the terms of your contract. 

Please note: If a session fee is waived or altered, this should be considered a special consideration and does not break, end or change the contract in any other way. 

Please be aware that all policies are regularly updated and so may be subject to change. Please note that this policy was last updated in May 2026.