Booking and Cancellation Policy

At SFS Counsellors, we aim to provide a seamless and supportive experience for all our clients seeking psychological counseling. To help ensure fair access to our services and promote clear communication, our Booking and Cancellation Policy outlines essential guidelines for scheduling, rescheduling, and canceling appointments. Whether our services are accessed online or offline, we strive to meet the diverse needs of clients across all age categories.

1. Booking Appointments

  • Online Booking System: Clients can book counseling sessions through our secure online portal, providing the convenience of selecting available time slots with preferred counselors. This system is designed to facilitate easy scheduling and ensure client confidentiality.
  • Offline Appointments: For those who require in-person sessions, appointments can be arranged upon special request. Please contact our support team for assistance in scheduling offline sessions, as availability may vary.
  • Advance Booking: To ensure adequate preparation and availability, we encourage clients to book appointments at least 24 hours in advance. This allows our counselors to plan and provide the highest level of care for each session.
  • Confirmation: Once booked, clients will receive a confirmation email or message with the session details, including date, time, and counselor information. We recommend saving this confirmation for future reference.

2. Rescheduling Appointments

  • Flexibility for Clients: We understand that circumstances may change. If you need to reschedule, please notify us at least 24 hours before the scheduled appointment to allow us to accommodate your request.
  • How to Reschedule: Clients can easily reschedule sessions through the online booking portal or by contacting our support team directly. All rescheduling requests are subject to counselor availability.
  • Fee Adjustments: There are no additional fees for rescheduling if the request is made at least 24 hours before the appointment. Rescheduling with less than 24 hours’ notice may incur a partial session fee, depending on counselor availability.

3. Cancellation Policy

  • Cancellation Process: If you are unable to attend a scheduled session, please cancel as soon as possible. Cancellations can be made directly through our online booking system or by contacting our support team.
  • Cancellation Notice Requirements:
    • No Fee: Cancellations made more than 24 hours in advance of the appointment time will not incur any charges.
    • Late Cancellation Fee: Cancellations made within 24 hours of the appointment may be subject to a partial or full session fee, depending on individual counselor policies and session type.
  • Emergency Exceptions: We recognize that unexpected events can arise. In cases of genuine emergencies, such as medical or family crises, cancellation fees may be waived at our discretion.

4. No-Show Policy

  • Importance of Attendance: A “no-show” occurs when a client does not attend a scheduled session without prior notice. This impacts the counselor’s schedule and may prevent others from accessing services.
  • Fee for No-Show: No-show appointments will be subject to a full session fee. Repeated no-shows may lead to limitations on future bookings to ensure equitable access to our services for all clients.
  • Rebooking After No-Show: Clients who miss an appointment without notice can rebook by contacting our support team. However, rebooking may be subject to counselor availability and may require prepayment.

5. Payment and Refund Policy

  • Payment Timing: Payment for online sessions must be made at the time of booking. For in-person sessions, payment arrangements can be made in advance or on the day of the appointment, depending on the client’s preference.
  • Refund Eligibility:
    • Cancellations (24+ Hours Notice): Full refunds are available for appointments canceled more than 24 hours in advance.
    • Late Cancellations: Partial refunds may be available for late cancellations (within 24 hours) at our discretion.
  • Refund Process: Refunds are typically processed within 5-7 business days through the original payment method. For assistance, please reach out to our support team.

6. Session Start Time and Duration

  • Punctuality: To ensure clients receive the full benefit of each session, we request punctual attendance. Late arrival may lead to a shorter session without fee adjustments.
  • Grace Period: A grace period of up to 10 minutes is allowed for delayed attendance. If clients are unable to attend within this timeframe, they may need to reschedule, subject to counselor availability and cancellation fees.
  • Session Completion: Sessions will conclude at the scheduled time, regardless of late arrival, to respect the counselor’s schedule and other clients’ appointments.

7. Technical Issues for Online Sessions

  • Online Session Protocol: For online appointments, please ensure a stable internet connection and a quiet, private environment for the session. Any disruptions from the client’s side due to technical issues may impact the session’s effectiveness.
  • Rescheduling for Technical Issues: In cases of technical difficulties from the client’s end that cannot be resolved, rescheduling may incur an additional charge if the session cannot continue as planned.
  • Counselor-Related Disruptions: If the counselor encounters technical issues that prevent the session from proceeding, clients will be offered a rescheduled session at no additional cost.

8. Special Considerations for Offline Sessions

  • Location and Safety: Offline sessions, if requested and approved, are held at our designated counseling locations to ensure a safe, confidential, and professional environment.
  • Safety Protocols: Our offline sessions adhere to strict health and safety protocols, including any current COVID-19 guidelines, to protect clients and counselors.
  • Travel Considerations: Additional travel arrangements, if required, are the responsibility of the client. If there are specific travel needs, clients are encouraged to discuss these with our support team beforehand.

9. Client Responsibility and Communication

  • Proactive Communication: Clients are encouraged to communicate any scheduling changes, questions, or concerns to our support team. Open communication allows us to provide the best possible service and accommodate individual needs.
  • Contact Support: Our support team is available to assist with booking, rescheduling, or cancellations. For urgent matters or specific requests, please email support@sfscounsellors.sfoursolutionsgroup.com or call our designated helpline.

10. Policy Amendments

  • Periodic Updates: This Booking and Cancellation Policy may be updated periodically to reflect changes in our services and client needs. Clients will be notified of any significant amendments, which will apply to future bookings.
  • Client Agreement: By booking a session with SFS Counsellors, clients agree to comply with the terms outlined in this policy, understanding that these guidelines help maintain service quality and availability.

Commitment to Client-Centered Care

Our Booking and Cancellation Policy is designed to support smooth, accessible, and flexible counseling services for all clients. By adhering to these guidelines, we aim to provide a fair and reliable system that respects the time and needs of each individual. Thank you for choosing SFS Counsellors as your trusted partner in mental health support.