Cancellation policy

Phoenix Renewed follows BACP good practice by agreeing fees, session times, and cancellation terms clearly before counselling begins. This helps protect your time and the practice diary.

Notice period

If you need to cancel or rearrange a booked session, please give at least 48 hours’ notice by telephone, text, or WhatsApp on 07359 082492, or via the contact form on the website.

• 48 hours or more: no charge — we will reschedule where possible.
• Less than 48 hours: the full session fee is payable (individual £45, couples £80, or your agreed concession rate where applicable).
• Non-attendance without notice: the full session fee is payable.

Why this applies

Your appointment time is reserved for you. Late cancellations and missed sessions mean that slot cannot usually be offered to someone else at short notice. Charging for short-notice cancellations is standard in private counselling and is consistent with the BACP Ethical Framework, which expects counsellors to work transparently and agree contractual terms at the outset.

Block bookings

If you have booked a block of sessions at a reduced rate, each session in the block is subject to this policy. Cancelling one session with less than 48 hours’ notice will incur the fee for that session as above.

Exceptions

Genuine emergencies, sudden illness, or other serious unforeseen events will be considered sensitively. Please contact Tash as soon as you can. Waiving a fee is at her discretion and is not automatic.

Starting counselling

Before your first full session, Tash will confirm fees, payment (cash or bank transfer, due before the session), and this cancellation policy with you so you know what to expect. If anything is unclear, ask during your free 15-minute consultation.