Booking, Rescheduling, & Cancellation Policy

Mid-Range and Low Cost Counselling Service (LLC) – Policies & Procedures

Our policies are designed to help us sustain our mid-range and low-cost service and continue providing accessible support. If you feel unable to agree to or follow these policies and procedures, we may need to discuss whether an alternative service would better suit your needs.

Allocated Slots

Once you have been assigned a timeslot, this time and space are exclusively allocated to you for weekly sessions, so please ensure you only book for that designated slot. If, due to unforeseen circumstances, you are unable to attend your assigned timeslot and need to change it permanently, any adjustments will be made at Vanquish Therapies discretion. This may result in being placed back on the waiting list until you are re-assigned to another slot.

Sessions will not proceed if cameras are turned off. If, for any reason, you are unable to use your camera, your counsellor will not move forward with the session, and you will not be able to reschedule this session. No refunds or session credits will be provided for sessions that cannot proceed due to this policy.

Mid-Range & Low Cost Counselling (LCC) – Bookings

Once you have been matched with a Counsellor after your Consultation, please book your sessions within 7 working days. Should you require more time to do so, we encourage you to communicate with us. This ensures that Counselling spaces are effectively utilised for clients that need them.

Our Counsellors offer you a commitment and reserve your weekly session and will not allocate this time to anyone else. For this reason, we ask you to commit to attending weekly sessions. We do not offer sessions biweekly/fortnightly, monthly or intermittently, and we cannot offer extended or repeated breaks during your counselling contract. The block of 4 sessions on our Low-Cost service allows you to book sessions at the low cost of £13 per session over a four-week period. By booking your block of four sessions, you are securing your counselling space throughout that period. Due to high demand and a waiting list for our services, this system ensures your space is reserved, even if you are unable to attend a session.

Upon commencement of sessions, if you choose not to engage with our practice for a period of 7 consecutive working days or more without prior communication, it will be considered that you have potentially chosen to disengage from our services and we may release your reserved weekly allocated counselling space with your assigned Counsellor. This helps to ensure we can accommodate other individuals on our waiting list needing help and support.

Booking a Session: To book a session, please click here – https://vanquishtherapies.co.uk/appointment/

Once you have booked a session, this time and space are yours, if you do not attend or are late; our Counsellors will wait for you on Zoom for 15 minutes, after which they will leave, as there won’t be enough time for an effective session.

In situations where the Counsellor perceives challenges in communication or understanding by the client during a session, it will be necessary to cancel the session. This decision is made with the intention of ensuring the client receives the most effective support and guidance in their counselling journey. The session will not be rescheduled, and no refunds or session credits will be provided.

Low-Cost Counselling (LCC) – Rescheduling

Please note – The Low-Cost Counselling Sessions cannot be rescheduled. If you are unable to attend a scheduled session, regardless of reason(s), it will be classed as a missed/cancelled session. No refunds or session credits will be provided for missed/ cancelled sessions. If due to any reason your Counsellor has to cancel a session, Vanquish Therapies will aim to give you a 48-hour notice and reschedule your session free of charge.

Low Cost Counselling (LCC) – Missed Sessions

While we understand that unforeseen circumstances may arise, please be aware; Due to limited availability, missing more than one session or failing to book sessions for a week or more, without prior communication, may result in the release of your reserved space with your assigned Counsellor to accommodate other individuals in need of help and support.

International Clients: For our international clients, all consultation and session timings will be scheduled according to UK Time. For Insurance purposes, our Counselling and Coaching practices will strictly adhere to UK laws and the ethical guidelines and framework established by our respected professional bodies.

Mid-Range (MR) & Therapy, Counselling & Coaching Service (TCC)

We operate a 48-hour cancellation and reschedule policy. If you want to reschedule a session, this can be done up to 48-hours prior to your session, the payment will be carried over to your new session.

The 48-hour notice must be given during our administrative and operational hours on Monday to Friday, from 9am-5pm (UK Time). For sessions scheduled on a Monday or Tuesday, notice must be given by 12pm (UK Time) on the preceding Friday.

If you are unable to attend the session without giving us a 48-hour notice, the payment will not be carried over. Payment will be required to book a new session.

Any bookings made within 48 hours of having a session cannot be rescheduled.

This ensures the time Vanquish Therapies are committing to clients is valued and we can continue providing a dedicated service to support you and others by offering emergency sessions to those who need them.

Please note a session can only be rescheduled once up to 4 weeks from the session date. If you cannot attend the rescheduled session, you will need to book and pay for a new session even if notice is provided.

Credits/Balance

If you have paid for one or more sessions but have not yet booked them, you will have 8 weeks from the date of payment to use your credit. Please note: this credit cannot be carried over into the New Year.

Cancellation of Service

If you want to cancel a session and do not wish to continue using our services, you can do so up to 48 hours prior to your session. The 48-hour notice must be given during our administrative and operational hours, Monday-Friday from 9am-5pm (UK Time). For sessions scheduled on a Monday or Tuesday, notice must be given by 5pm (UK Time) on the preceding Friday. Cancelled Sessions within this 48-hour window will be refunded the payment made. Cancellations made after this period will not be refunded.

If due to any reason your Counsellor or Coach has to cancel a session, Vanquish Therapies will aim to give you a 48-hour notice and reschedule your session.

Exceptional circumstances

We recognise and understand that emergencies happen. If you know that you might not make it to a session due to unforeseen circumstances, please let us know at the earliest opportunity. We will try to be accommodating in such circumstances – this will be at the discretion of Vanquish Therapies.

Example of Non- Emergencies (This list is not exhaustive): Travelling, Travel Delays, Work Schedules, Unexpected Employee/Staff Meeting.

Example of Emergencies (This list is not exhaustive): Sudden hospitalisation or severe illness (e.g., a heart attack, stroke), Emergency surgery, Serious injury, Death of a close family member.

Supervisees on placement

Payment must be made to Vanquish Therapies on the same day of booking to confirm your Supervision slots.

Vanquish Therapies must be notified of any cancellations 48 hours in advance. Late cancellations or no-shows will be charged the full supervision fee. If due to any reason the Supervisor has to cancel a session, Vanquish Therapies will aim to give the Supervisee a 48-hour notice and reschedule the session.