Cancellation and Payment Policy

  • You have the right to cancel an appointment if you know you cannot make it, or feel you do not want to attend sessions anymore.

  • If you know you cannot make an appointment or need to rearrange the date or time, please contact me by 24 hours before the session at the latest.

  • If life happens, and you forget to let me know, I will contact you to find out what has happened. Usually, we will then be able to rearrange a session again for the future.

  • You will be charged the full session amount that is agreed on your Counselling Contract if you do not turn up to a session and do not let me know in time, or at all. I will invoice you this amount either by post or email.

  • If I do not hear from you for 7 days after you have missed a session, I will assume you do not want counselling anymore and you will be placed back on the waiting list.

  • If you miss more than 2 sessions in a row without telling me that you are not able to make it, you will be removed from active counselling and placed back on the waiting list. You will again be charged the full amount for the session you have missed.

  • I will rarely have to cancel a session. If I know that I need to rearrange a session, I will contact you as soon as I am made aware, or 24 hours in advance -- whichever is sooner.

  • In the extremely rare occasion that I have to cancel a session on the day we are supposed to be having a session, I will do my upmost to conduct that session the same day by an alternative means. If I am unable to, I will contact you to rearrange the session for the soonest available date. I will not charge you for the session I have had to cancel.

  • If you are late for a session, I will wait for 10 minutes. This is both face to face or online. If you do not arrive after 10 minutes I will contact you to rearrange. This means if we are supposed to be meeting online, I will delete the meeting appointment.

  • If we are meeting online and the internet is unstable or not working, I will do my best to keep trying to get a better connection for 10 minutes. If we are unable to have a suitable online connection, I will contact you by phone or email to rearrange either having the session by phone or to have the session another day. You will not be charged for a session that has had to be rescheduled due to poor signal.

  • If we are having a face to face session and there are adverse whether warnings, I will contact you 24 hours in advance to rearrange the location or the session date itself.

  • You are welcome to pay for sessions upfront, on the day, or within 7 days of having your session.

  • Payments must be made by BACS or PayPal -- cash is currently not accepted.

  • If you have paid upfront and need to cancel an appointment I can either refund you the money or the payment can go towards any upcoming session.

  • If I have not received a payment from you within 7 days of having your session, I will contact you about this and send an invoice by email or post.

  • Any concerns or worries about payments can or will be discussed during a session, over the phone, or by email. 

  • If you cannot afford to have counselling therapy I will signpost you to a more affordable therapy service, or the NHS.

Kim-Leng Hills

The Boatshed

Steamer Quay Road,
Totnes, Devon TQ9 5AL


Tel: 07376595378

Mon - Fri: 9am - 5pm

© 2020 Kim-Leng Hills