Cancellation, Refund, and Rescheduling Policy

Effective Date: 13th October 2024
Applies to: Online psychological therapy, coaching, couple/family sessions, and clinical supervision delivered by Dr Tiffany Leung

Last Update: 25th of October 2025

1) Purpose & Scope

This policy supports a fair, consistent process for appointment changes while protecting clinical capacity for all clients. It applies to all booked sessions (including pre-paid and package sessions).

A summary of this policy appears in the Therapy Agreement Summary sent to new clients.

2) Definitions

Cancellation: You give up the booked slot.
Reschedule: You move the booked slot to a different time/date.
No-show: You do not attend and do not notify in advance.
Late arrival: You join after the start time.

3) Client Cancellations

Notice period: At least 24 hours’ notice before the session start time.
Fees:
- ≥24h notice → No charge.
- <24h notice → 100% of the session fee applies.
- No-show → 100% of the session fee applies.
How to cancel: Email admin@tiffany-leung.com (preferred) or use the booking portal where available.
The default times are measured in Europe/London time zone.

4) Client Rescheduling

≥24h notice: Free and subject to availability.
<24h notice: Please contact admin@tiffany-leung.com.
Short-notice reschedules are not guaranteed and may be treated as cancellations if a suitable slot cannot be arranged.
Pre-paid or package sessions: Late changes or missed appointments will be deducted from your package balance.

5) Late Arrival & Timekeeping

Sessions end at the originally scheduled time to ensure fairness to all clients.
Late arrival does not reduce the fee.
If arrival is delayed by more than 15 minutes, the session may be considered a no-show at Dr Leung’s discretion.

6) Therapist Cancellations or Delay

If Dr Leung must cancel or reschedule (e.g., illness, emergency), you will be notified as soon as possible and offered either:
- a new appointment time, or
- a full refund of any pre-paid fee (your choice).
If Dr Leung is delayed, the full session length will be honoured where possible, or a pro-rata refund/credit will be provided.

7) Technical Issues (Telehealth)

Please ensure a private, quiet environment and a stable internet connection.
If connection problems occur:
- We will attempt to reconnect for up to 10 minutes.
- If unresolved, we will continue by telephone or an agreed alternative.
- If the issue cannot be resolved, the remaining time will be rebooked at no extra cost.
If technical issues arise on the client side and prevent the session from proceeding, the full fee may still apply under the late-cancellation terms.

8) Refunds

Eligible: Pre-paid sessions cancelled with at least 24h notice or sessions cancelled by Dr Leung.
Ineligible: Late cancellations, no-shows, or time lost due to client lateness.
Processing: Refunds are issued to the original payment method within 5–10 business days (subject to bank or payment provider timelines).
Chargebacks: Please contact us before initiating a chargeback; administrative costs may apply for unwarranted disputes.

9) Insurance / Third-Party Payers

Where sessions are funded by insurance or a third party, the client remains responsible for any charges not covered under the policy, including late cancellations or missed sessions.

10) Flexibility and Inclusive Adjustments

Dr Tiffany Leung recognises that clients’ circumstances differ, including health conditions, disability, caring responsibilities, cultural obligations, or time-zone constraints.
If you require additional flexibility or reasonable adjustments, please get in touch before your appointment to discuss your needs.

This is an inclusive and supportive service, and wherever possible, adjustments will be mutually agreed to accommodate your situation while maintaining fairness to all clients.
You can contact Dr Leung directly at admin@tiffany-leung.com to discuss individual arrangements confidentially.

11) Emergencies and Exceptional Circumstances

If sudden illness, crisis, or an unforeseen event prevents you from attending, please notify Dr Leung as soon as possible. Discretionary waivers may be applied where reasonable and supported by evidence (e.g., medical or emergency circumstances).

12) How to Cancel or Reschedule

📧 Email: admin@tiffany-leung.com
📞 Phone: 0161 850 3557
Please include your full name, appointment date/time, and preferred new times (if rescheduling).

13) Policy Governance

This policy is compliant with HCPC, BPS, and UK GDPR professional standards.
It should be read in conjunction with the following documents:

The policy is reviewed annually, or sooner if practice models, technology, or regulations change.