Payment, Refund & Cancellation
Effective date: 2 January 2026
Last updated: 4 March 2026
This policy is designed to ensure fairness and clarity for all clients and to support the sustainability of the service. Sessions are reserved specifically for you, and understanding these terms helps maintain the therapeutic relationship.
Pay-as-you-go (PAYG) sessions
Holding fee
A non-refundable 50% holding fee, payable by bank transfer or payment link, is required to secure your booking. Payment instructions are provided by email when you make your initial booking request, along with a payment time limit to avoid your preferred timeslot being released.
Remaining balance
The remaining 50% balance is due 48 hours before the session. If your booking is made within 48 hours of the session start time, the full fee is due at the time of booking.
Cancellations and refunds
The remaining 50% balance is refundable if the session is cancelled with at least 48 hours’ written notice to info@mettletherapy.co.uk.
The 50% holding fee is non-refundable in all circumstances. Late cancellations and missed sessions count as a used session. Balances are not rolled over or credited toward future sessions. Future bookings are confirmed once any outstanding fees are settled.
Block bookings
A pre-paid block of 5 sessions offers consistent, predictable support at a better per-session rate. The full block fee is collected in advance by bank transfer or payment link before your first session. Session dates and times are agreed and confirmed by email.
Missed sessions
A missed session may be rescheduled within 14 days of the original appointment, subject to availability. After 14 days, the missed session is forfeited and non-refundable.
Late cancellations
Late cancellations and missed sessions still count as one of your 4 pre-paid sessions. The time has been reserved for you and cannot be reallocated at short notice. Unused sessions in a block expire 3 months from the date of purchase and are non-refundable.
Payment
Block booking payments are collected by bank transfer or payment link. Payment must be received in full before the first session in the block.
General terms
- Sessions commence only once full payment has been received.
- VAT-exempt invoices are available on request.
- Bank transfer details for PAYG payments are provided on your invoice or by email on request.
Questions
Contact info@mettletherapy.co.uk with any questions about this policy.
By engaging in counselling services with Mettle Counselling and Psychotherapy, you acknowledge that this policy has been provided and that you accept these terms.