Fees and cancellation policy.
This policy explains how cancellations and refunds work for engagements booked with Ivybridge Counselling. It sits alongside the Engagement Terms.
48-hour cooling-off period
If you change your mind within 48 hours of booking and no session has yet taken place, the full engagement fee is refundable on request. Email Alishaali2389@gmail.com to request the refund within the 48-hour window.
Pre-session cancellation
If you cancel after the 48-hour window but before the first session has been delivered, the engagement fee is fully refundable less a £20 administration charge.
Session-based proportional refund
If you cancel an engagement after it has begun, the refund is calculated as: total fee paid, less the per-session value of any sessions already delivered, less the per-session value of any session cancelled inside 24 hours, less a £20 administration charge. Per-session value is the engagement fee divided by the number of sessions in that engagement.
Session cancellation and rescheduling
Individual sessions may be rescheduled free of charge with at least 24 hours' notice. Cancellations or no-shows inside 24 hours count as a delivered session.
Engagement pause
Engagements may be paused by mutual written agreement with a target resumption date. Pauses longer than eight weeks may require the remaining sessions to be re-scoped.
BACS refund procedure
BACS Direct Debit refunds are processed back to the originating bank account within 5–10 working days of approval. Card refunds are processed back to the originating card within 5–10 working days of approval.
Direct Debit Guarantee
BACS Direct Debit payments are additionally protected by the Direct Debit Guarantee operated by Pay.UK. See the Direct Debit Information page for full text.
How to claim a refund
Email Alishaali2389@gmail.com with the engagement booking reference and a brief reason. Acknowledged within 2 business days; processed within 14 business days of agreement.
Out-of-scope exclusions
Refunds are not available for sessions delivered in good faith. The £20 administration charge is non-refundable except where required by consumer law.
Escalation routes
If a payment-related dispute cannot be resolved directly, escalation routes are: Financial Ombudsman Service (0800 023 4567); BACP ethics complaints (where I am BACP-registered at the time of the complaint); Information Commissioner's Office (0303 123 1113) for data-related concerns; Citizens Advice (0800 144 8848) for consumer rights guidance.