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Terms & cancellation policy

These terms apply when you book an appointment through this website. Before we start working together I will also give you a client agreement covering confidentiality, record keeping and how therapy works.

Booking

  • Some appointment types are confirmed straight away; others are a request, which I will confirm by email, usually within one working day.
  • All times are UK time (GMT in winter, BST in summer).
  • Online sessions take place by secure video. Please join from a private, quiet space where you won't be overheard.

Fees and payment

  • Fees are shown in pounds sterling on the fees page. The initial consultation is free.
  • I will explain how to pay (usually bank transfer) when I confirm your first session.
  • Fees are reviewed once a year; I will always give at least one month's notice of any change.

Cancellations

  • You can cancel or rearrange free of charge up to 48 hours before your appointment, using the link in your confirmation email or by contacting me.
  • Sessions cancelled with less notice, or missed, are charged in full — I keep that time for you.
  • If I have to cancel, I will give you as much notice as possible and you will not be charged.

Lateness

If you arrive late, the session will still finish at the scheduled time.

Emergencies

I am not an emergency service and do not monitor messages outside working hours. If you are in crisis, call 999, NHS 111 (option 2) or Samaritans on 116 123.

Complaints

If you have a concern about our work, please talk to me first. If we cannot resolve it, you can contact my professional body, BACP.

Questions about these terms: hello@therapywithcarmela.com.

Last updated: 4 November 2026