From early June 2025, our updated cancellation policy will come into effect. Please familiarise yourself with the changes, as they apply to both private-paying members and therapist invoicing.
If a member cancels their session with less than 48 hours’ notice, or does not attend (DNA) the appointment without notifying us, a cancellation fee will be charged.
This fee structure helps ensure therapists are compensated for late cancellations or no-shows, which would otherwise result in lost income.
Important:
This updated policy does not apply to Refer-To-Self / Invite-Your-Member and does not currently apply to members seen under NHS contracts.
Please continue to exercise your professional discretion regarding waiving fees in exceptional circumstances, and notify the admin team if a waiver is applied.
Additional Guidance:
Only appointments confirmed by both the expert and the member can be charged if not attended or if late cancelled.
After a DNA, please try to contact the member by two different means (e.g. text and email, or email and platform message) to ensure they have received your message.
If there is still no response, please send the member an opt-in message and explain that their case will be closed if there is no further contact within 72 hours.
These steps are also outlined in the Expert Handbook, but please ensure you are following them to maintain consistency and fairness in how DNAs and cancellations are managed.
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