RESCHEDULING & REFUND POLICY
Cancellation
You can cancel your appointment anytime by signing into your Client Portal or replying “N’ to the confirmation SMS sent two days before your appointment. To request a reschedule or refund you must email us at least 14 days after cancelling.
The following policies apply when you request a refund:
- Refunds must be requested within 14 days of cancellation
- Any cancellations with less than 24hrs incur a full fee payable
- 24 hours to seven days notice: 25% of the fee payable
- Eight days or more notice: 10% of the fee payable
- Special consideration: If you book and cancel within 24hrs: 10% of the fee payable
- Rescheduled appointments are non-refundable
Rescheduling
Due to demand and our commitment to you regarding therapists’ time and arrangements, please only consider rescheduling due to illness or unavoidable consequences. If you have to reschedule your appointment, we ask that you do it with more than 24 hours notice. Any requests received within 24 hours will fall under the cancellation policy above.
To reschedule with more than 24 hours notice, please follow these steps:
- Cancel your appointment on the Client Portal
- Send an email request within 14 days with your preferred date/time to info@goldcoastcouplescounselling.com.au
Please note: the same appointment can only be rescheduled twice and if you do not attend the second reschedule then the fee payment is forfeited.
Compassionate Policy: We understand that occasionally, you cannot keep an appointment because of a sudden illness or an unexpected personal emergency. If this occurs, please contact us as soon as possible to explain the situation—requests outlining your circumstances received within 24 hours before your appointment will be considered.
Couples Retreats
Gold Coast Couples Retreats may only be rescheduled two weeks or more before the beginning of the retreat. Please contact us directly if you need to reschedule your retreat. Couples Retreat deposits are non-refundable, and the full retreat fee, once paid, is non-refundable 14 days before the commencement of the retreat.
