Question 1

Booking Procedure

Accepted Answer

Appointments can be scheduled via our online booking system. We recommend booking appointments in advance to secure your preferred time slot.
Payment for therapy services is due at the time of booking. We accept various payment methods, such as PayNow, GrabPay, and credit card.
Clients are expected to attend each scheduled session on time. Your appointment involves the reservation of time specifically for you. If you anticipate being late for your appointment, please let me know as soon as possible.
Please note that arriving late may result in a shortened session to avoid inconvenience to subsequent clients. So please be on time to benefit from your full allotted time!
Your intake form needs to be completed at least 48 hours before your first appointment with us, and incomplete submissions will result in rescheduling or session cancellation (subject to admin fees).

Question 2

Appointment Rescheduling

Accepted Answer

We understand that unforeseen circumstances may arise, necessitating the cancellation or rescheduling of appointments. We kindly request that all appointment rescheduling to be made at least 24 hours in advance of appointment time. We appreciate more than 24 hours’ notice when possible, as we can then make that time available to other clients. Rescheduling can be conveniently done via our online booking system. Appointment rescheduling with less than 24 hours’ notice will incur a late rescheduling/cancellation fee of $50. This charge will be deducted from your paid booking.

Question 3

Session Environment Policy

Accepted Answer

Our office has no waiting area or childcare facilities during sessions. Children cannot be present during therapy sessions as this compromises confidentiality, therapeutic effectiveness, and safe space required for discussions.
Clients must arrange appropriate childcare in advance of all scheduled appointments.
If you have not pre-arranged childcare and need to cancel your session on the day of appointment, this cancellation will be subject to our standard cancellation policy, including the $50 late cancellation charge.
For safety and liability reasons, we cannot recommend or approve leaving children unattended in nearby public spaces during your session.

Question 4

No-show Policy

Accepted Answer

We regret to inform that if a client fails to attend a scheduled session without prior notice (no-show), the session will be billed at the full session fee. 
A no-show is defined as either failing to inform us of non-attendance before the scheduled session, and/or notifying us after the session has commenced.

Question 5

Exceptions and Grace

Accepted Answer

We understand that things could happen. The ONLY exception to our cancellation policy is in the event of serious illness or emergency.We offer one grace waiver every six months for legitimate emergencies, such as car accidents, extreme illnesses, or deaths in the family.Please note that work-related issues do not constitute emergencies under this policy.This cancellation policy applies even if missing the appointment was unintentional. In the event of bad weather conditions, we have the option to conduct the session via video call.

Question 6

Cancellations and Refunds

Accepted Answer

As a small business, managing scheduling and resources efficiently is essential to the sustainability of our practice. Refunds for completed sessions are not offered, including on the basis of dissatisfaction or where the outcome differs from what was hoped for.Should you decide to end therapy services permanently, any fees paid in advance for sessions not yet held can be refunded upon request, subject to a $50 administrative charge to cover processing and administrative costs. Fees for sessions already provided are non-refundable. In the spirit of fostering a positive experience, we encourage you to consider rescheduling rather than cancelling whenever possible. With at least 24 hours' notice, you can reschedule your session. We reserve the right to cancel a booking prior to the session where the required intake form has not been completed, or where a discount has been applied for which the client is not eligible. Any refund in these cases will be less the bank processing fees, which are not recoverable by the practice.Your cooperation and understanding in adhering to these policies are sincerely appreciated.

Question 7

Terms & Conditions

Accepted Answer

By booking and paying for an appointment through our website, you acknowledge that you have read, understood, and agree to be bound by our Terms and Conditions. Please review our complete Terms and Conditions here before proceeding with your booking.

Frequently asked questions

How do I know if I need professional help?

What is the difference between therapy and counselling?

Are our sessions confidential?

How long does therapy take?

How much does each session cost, and what are the terms of payment?

How often will we meet?

How long will it take before I begin to see results?

Can I use insurance to pay for my counselling sessions?

OK, I think I’m ready. How can I best prepare for therapy?

Can I send my child for therapy?

Can I bring a friend to my therapy session for support?

Is online therapy as effective as traditional, in-person therapy?

How much notice is required if I can’t make it for my appointment?

I find therapy fees expensive. Can you explain?

I understand your fees, but they're still not affordable for me. What now?

Booking Policy