Payment, Refund & Cancellation
Effective date: 2 January 2026
Last updated: 1 July 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
Payment confirms the booking
The full session fee is payable in advance by bank transfer. Once it has been received, your appointment is confirmed.
Cancellations and refunds
The full fee is refunded if the session is cancelled with at least 48 hours’ written notice to info@mettletherapy.co.uk.
Inside 48 hours, the fee is not refunded. Late cancellations and missed sessions count as a used session, because the time has been reserved for you and cannot be reallocated at short notice. Fees are not rolled over or credited toward future sessions. Future bookings are confirmed once any outstanding fees are settled.
Block bookings
Pre-paid custom blocks offer consistent, predictable support with block pricing. The full fee is collected in advance by bank transfer 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 pre-paid sessions. The time has been reserved for you and cannot be reallocated at short notice. Unused sessions in a block expire four weeks from the date of purchase and are non-refundable.
Payment
Block payments are collected by bank transfer. The block is paid in full before the first session, unless an instalment plan has been agreed (below). No sessions commence until the relevant payment has been received.
Payment plans
Blocks are paid upfront in full. Instalments by standing order are available to existing clients only, and must be agreed - verbally or in writing - each time a block is booked. Instalments run across at least two intervals. The sessions covered by each interval begin once that interval’s payment has been received, and the dates are confirmed once payment clears.
General terms
- Payment is required upfront in full. Instalments are available only to existing clients, and must be agreed - verbally or in writing - each time.
- Sessions commence only once full payment has been received.
- Single-Session Therapy is booked as a pay-as-you-go session and follows the PAYG terms above.
- 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 Therapy, you acknowledge that this policy has been provided and that you accept these terms.