At SFS Counsellors, we are committed to providing high-quality psychological counseling services that are accessible, supportive, and customized to meet the unique needs of each client. Our Refund Policy outlines the conditions and guidelines regarding refunds for our counseling services, aiming to provide clarity and build trust with our clients. Please review the following policy carefully to understand our approach to refunds, cancellations, and rescheduling.

1. General Refund Guidelines

  • Commitment to Quality: Our team of qualified counselors strives to offer the best possible guidance and support. Refunds are generally only provided in specific cases as outlined below, as each session requires advance preparation, dedicated time, and professional resources.
  • No Refund for Completed Sessions: Refunds are not provided for sessions that have already taken place, as the time and expertise of our counselors have been dedicated to the service. This includes one-on-one counseling, group sessions, and any associated follow-up support provided during or after the session.

2. Eligibility for Refunds

  • Prepaid Packages and Subscription Plans: For clients who have purchased multiple-session packages or ongoing subscription plans, a partial refund may be provided if they wish to discontinue after initial sessions. Refunds in such cases will be calculated based on the sessions already utilized and will include a small administrative fee.
  • Exceptional Situations: Refunds may be considered in cases of unavoidable emergencies, technical failures (for online sessions), or unexpected counselor unavailability. Clients are encouraged to contact us as soon as possible in these cases to discuss eligibility.

3. Cancellation and Rescheduling Policy

  • Timely Cancellation: We understand that schedules may change, and clients may need to cancel or reschedule appointments. To provide flexibility, clients can cancel or reschedule their sessions up to 24 hours before the scheduled time.
  • Late Cancellation and No-Show: For cancellations made less than 24 hours before the scheduled session or for clients who do not attend their session, refunds are not typically provided. Missed sessions may be rescheduled at our discretion based on availability.
  • Special Circumstances: If a client experiences a sudden emergency that prevents timely cancellation, we request prompt communication. While refunds are not guaranteed, we may offer rescheduling options in certain cases.

4. Refund Process

  • Request Submission: Clients seeking a refund should submit a written request via our contact form or email within 7 days of the scheduled session date, explaining the reason for their request. Our team will review each case individually to ensure a fair assessment.
  • Processing Time: Approved refunds are processed within 7-10 business days from the date of confirmation. Depending on the payment method used, it may take additional time for the refund to reflect in the client’s account.
  • Administrative Fees: Please note that a small administrative fee may be applied to cover transaction processing costs, especially for package or subscription cancellations. The final refund amount will be confirmed with the client before processing.

5. Non-Refundable Services and Products

  • Promotional Offers: Services booked under promotional offers, discounts, or free trials are non-refundable. These offers are intended to provide clients with introductory sessions and are exempt from refund policies.
  • Digital Resources and Self-Help Materials: Any digital products, self-help guides, or resources purchased through SFS Counsellors are non-refundable once accessed or downloaded, as they provide immediate and irreversible value.

6. Contact for Refund and Policy Inquiries

  • Dedicated Support: For any inquiries or clarifications regarding our Refund Policy, please reach out via our contact form. Our team is here to assist you in understanding our policies and ensuring a positive experience with our services.
  • Transparent Communication: SFS Counsellors values open and transparent communication. We encourage clients to reach out with any concerns about their sessions, and we are committed to finding solutions that prioritize client satisfaction.

7. Policy Updates

  • Periodic Review: SFS Counsellors may update this Refund Policy periodically to align with best practices, legal requirements, or client feedback. Any changes will be communicated on our website, and we encourage clients to review our policies regularly.
  • Acceptance of Terms: By booking sessions with SFS Counsellors, clients acknowledge and agree to the terms outlined in this Refund Policy. Continued use of our services indicates acceptance of any policy modifications.

SFS Counsellors remains committed to providing an accessible and client-centered counseling experience. Our Refund Policy is designed to ensure fairness, protect the integrity of our services, and foster a trusting environment for every individual seeking support.