Cancellation & Missed Session Policy

Purple Blossom Counselling

I understand that life can be unpredictable, and there may be times when you need to cancel or reschedule a session. To ensure fairness and consistency for all clients, the following policy applies:

Notice of Cancellation

You are asked to provide at least 24 hours’ notice if you need to cancel or reschedule your appointment. This allows me to offer the session time to another client.

Late Cancellations & Missed Sessions

If less than 24 hours’ notice is given, or if you do not attend your scheduled session, the full session fee will be payable. In exceptional circumstances (for example, illness or emergencies), this may be reviewed on a case-by-case basis.

Missed Sessions

I am aware that things can come up that result in being late for sessions. This is why I wait for the times stated below before assuming you cannot make the session:

Face-to-Face Sessions: I will wait for 10 minutes and then send you a message (via Kiku or email). I will then wait another 10 minutes after sending the message. If 20 minutes have gone by in total and there hasn’t been any contact from you I will assume you are unable to attend. At this point I will leave the counselling space and it won’t be possible to go ahead with the session.

Online Sessions: I will contact you (via Kiku, or email depending on your preference) after 10 minutes of waiting. I will then wait another 10 minutes before assuming that you are unable to attend the session. At that point I will leave the video space and the session will not go ahead.

Telephone Sessions: I will call you at the agreed start time and if there is no answer I will wait for 5 minutes and then try calling you again. I will then wait for 15 minutes and try calling you again before assuming you are unable to attend. After this third call I will not be available to go ahead with the session.

How to Cancel or Reschedule

Cancellations or changes to appointments should be made via:

Kiku secure chat (recommended)
Email

You may also use WhatsApp if this is your preferred method; however, it is your responsibility to ensure that you have read the Privacy Policy before using it to contact me. Please note that WhatsApp should only be used for administrative purposes and not for sharing sensitive information.

Rescheduling & Kiku Bookings

If you have booked and paid for a session through the Kiku system and can no longer attend, it is recommended that you reschedule your appointment rather than cancel it.

Rescheduling allows your payment to be transferred to your next session, if the change is made within the 24-hour cancellation period.

If you choose to cancel your appointment completely through Kiku, the system may automatically issue a refund, depending on the timing of the cancellation.

If you are unsure, you are welcome to contact me before making any changes so we can agree on the best option.

Cancelling & Rescheduling Prepaid Block of 4 Sessions

A minimum of 24 hours notice is required to cancel any session. If cancellation is later than 24 hours, the full session fee will be charged.

As this is a discounted package for 4 sessions, cancellations no later than 24 hours before your next session will mean you will receive a refund for that session. If you wish to stop therapy and there are still sessions remaining in your block of 4, you will receive a refund for the remaining sessions on your package. For example, if you cancel no later than 24 hours before your second session and wish to stop therapy and have a refund, you will receive a refund for 3 sessions.

If you cancel later than 24 hours before a session and would like to stop therapy you will be charged for that session and refunded the remaining unused sessions. If you cancel a session but plan to continue with the 4 sessions, you can reschedule to another date and time.

If you wish to reschedule any of your 4 sessions, you can do so via the Kiku system, or by contacting me and I can reschedule your session.

Late Arrival

If you arrive late for your session, it will still end at the scheduled time to avoid impacting other clients. The full session fee will still apply.

Arrival and Facilities: To protect the privacy of all clients and because there is no on-site waiting area or bathroom, please arrive no more than 10 minutes before your scheduled session time.

Online Sessions

For online or telephone sessions, please ensure you have a stable internet connection and a private space. If technical difficulties arise, I will make reasonable efforts to reconnect; however, the session may not be extended beyond the scheduled time. For online sessions, a back up video space will be available, should it be necessary.

Premises Security

For the safety and security of the private residence, a video doorbell is in use at the front entrance. These recordings are encrypted and automatically deleted after 30 days. You may request the immediate deletion of footage showing your arrival and departure following your session.

Therapist Cancellations

If I need to cancel a session, I will provide as much notice as possible and offer an alternative appointment or a refund where appropriate.

Exceptional Circumstances

I appreciate that emergencies and unforeseen situations can arise. In such cases, exceptions may be considered.

Ongoing Non-Attendance

Repeated late cancellations or missed sessions may result in a review of our work together and may lead to the ending of our therapeutic agreement.

Staying in Touch

As our session times are flexible, I want to make sure I am here when you need me. If we have not been in touch for 6 weeks, I will send a gentle message via Kiku and email to see how you are doing and if you would like to continue our work together.

If I do not hear back within 14 days, I will assume you no longer need counselling and will close your record so I can offer the space to someone else. You are always very welcome to get back in touch in the future if you decide you would like to return.

This Cancellation & Missed Session policy was last updated April 2026