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Cancellation and Refund Policy

Thank you for considering Elsali CBT. We are committed to providing high-quality therapy services to our clients. However, we understand that there may be situations where a client may request a refund for our services. To ensure fairness and transparency, we have established the following refund policy:

Cancellation policy

If you need to cancel or reschedule an appointment, please let us know at least 48 hours in advance. We reserve the right to charge the full session fee for appointments that are cancelled with less than 48 hours-notice. 

We will try to meet any request you make to reschedule an appointment but this is not always possible without the required notice. You can reschedule up to two sessions in a treatment period. 

 

Group sessions can not be rescheduled. If you miss a group session you can book an individual session to review the group learning that you missed.

Refund Eligibility

If you have purchased a therapy session or package of sessions, you may be eligible for a refund if you have not yet used any of the sessions. Once you have used one or more sessions, refunds can be issued for sessions that are unused, as long as they are not due within 48 hours of the request.

Please note that refunds are not available for missed appointments, appointments cancelled with less than 48 hours notice, or sessions that have already been used.

Refund Request Process

If you are eligible for a refund, please contact us by email or phone to request a refund. We will require proof of purchase and may ask for additional information to process your refund request.

Once we have received all necessary information, we will process your refund request within 10 working days. The refunded amount will be issued to the original form of payment used at the time of purchase.

If you are eligible for a refund, the amount refunded will be the total purchase price minus any fees incurred by us, such as transaction fees or cancellation fees.

We strive to provide exceptional therapy services to all of our clients, and we are committed to working with you to resolve any concerns or issues you may have. If you have any questions about our refund policy, please do not hesitate to contact us. You may also make a complaint directly to us.