Cancellation & Payment Policy

SERVICES (Counselling, Nutrition Coaching & Wellness Program Sessions)

We understand that life can be unpredictable, but we kindly ask that any changes to your scheduled appointment—cancellations or reschedules—be made with at least 24 hours’ notice.

• Late cancellations (less than 24 hours' notice): 50% cancellation fee applies.
• No-shows or forgotten appointments: 100% fee applies.

These fees help cover the time reserved and the inability to fill that appointment on short notice. Email reminders are sent 48 hours in advance to help reduce missed appointments. However, it is your responsibility to attend or cancel in time. All cancellation or reschedule requests must be made via email or text directly to Sam at Empowered Holistic Counselling & Wellness.

RESCHEDULES

• Appointments may be rescheduled more than 24 hours in advance using the “Manage Appointment” link in your original booking email. Please note this link is not included in your reminder appointment email.
• Reschedule requests within 24 hours must include an alternative date/time which you can find via our booking page for availability, subject to availability and discretion. If a suitable time is not confirmed, cancellation fees apply.

CARD ON FILE

All clients are required to keep a valid credit/debit card on file at the time of booking. This card will be securely stored via our booking system and may be automatically charged for late cancellation or no show fees in accordance with this policy.

EXCEPTIONS

We understand emergencies happen. At our discretion, cancellation fees may be waived in cases of medical emergencies or serious illness, including acute mental health crisis. However, this does not apply to no shows or forgotten appointments. If unwell, clients may switch to an online session without penalty.

Please note, the following are not considered valid reasons for a late cancellation:

• Work-related schedule changes or meetings
• School, sport, or extracurricular activities
• Holidays or family events
• Changes to babysitting, childcare, or carer arrangements

PAYMENT & LATE FEES

• All cancellation fees will be charged directly to your card. In the event of the card charge not being successful, the fee must be paid within 7 days and cleared prior to booking another session.
• Payment plans are available upon request and approval prior to your appointment.
• As of September 1, 2024, late fees apply to invoices unpaid beyond 30 days.
• Any outstanding fees that remain unpaid or are intentionally avoided without prior communication and agreement on a payment approach may be pursued further, including formal debt recovery processes if necessary.
  

DEPOSITS & APPOINTMENTS

• Initial appointments require a non refundable deposit, payable upon booking.
• This deposit can be transferred if more than 24 hours’ notice is given.
• If an appointment is cancelled by Empowered Holistic Counselling & Wellness, any deposits or pre-payments will be credited toward your next appointment.
  

CLASSES & EVENTS

Due to the nature of class/event planning and capacity limits, the following policy applies:

1. All bookings are non refundable.
   • You may transfer your spot to a friend or family member at no cost by notifying us in writing before the event.

1. If a class is cancelled by Empowered Holistic Counselling & Wellness:
   • Weekly classes: You will receive a credit toward your next class.
   • Workshops, retreats, or special events: You may choose a credit or a full refund.

1. Transfers: You may transfer your class/event/workshop/retreat spot to someone else free of charge. Please advise us via email prior to the event.
2. All credits must be used within 12 months.
3. Event/class details—including date, time, location—are subject to change.
4. We reserve the right to modify, cancel, or discontinue any service or event without prior notice. We are not liable for price changes, scheduling alterations, or event cancellations.
   

AGREEMENT

PRICING 

By booking any appointment, class, workshop, or event with Empowered Holistic Counselling & Wellness, you acknowledge and agree to this Cancellation and Payment Policy. 

You also acknowledge that pricing for all services, classes, and events are subject to change at the discretion of Empowered Holistic Counselling & Wellness. Any price changes will be communicated in advance where possible.

We thank you for your understanding and for respecting the time and care we put into our services.