At EmoBroth, we understand that plans can change and unexpected circumstances can come up. This policy explains the terms applicable to appointment cancellations, rescheduling, refunds, and concerns regarding therapy services.
1. Cancelling or Rescheduling Paid Appointments
a. If you need to cancel or reschedule a paid appointment, please provide at least 24 hours' notice. This allows the appointment time to be offered to another client.
b. Appointments cancelled less than 24 hours before the scheduled session will be subject to the full session fee.
c. If you arrive 15 minutes or more after the scheduled start time without prior communication, the appointment will be treated as cancelled and the full session fee will apply.
d. We understand that unexpected situations and emergencies can occur. If you need to cancel at short notice, please contact your therapist as soon as possible through the contact details provided by EmoBroth. Each situation will be considered with reasonable understanding.
2. Refunds for Paid Services
If you have made an advance payment for a session and decide not to proceed, the following terms apply:
a. A refund requested at least 24 hours before the scheduled session will be processed in full, less any applicable non-refundable administrative or payment processing charges.
b. Requests made within 24 hours of the scheduled appointment will be subject to the full session fee, and a refund will not be issued.
c. Once a therapy session has taken place, the fee for that session is non-refundable.
d. Approved refunds will be processed within 14 business days of the refund request and will ordinarily be returned through the original payment method, unless another arrangement has been agreed upon.
3. Concerns or Dissatisfaction with Therapy Services
a. We value feedback and encourage clients who are unhappy or uncomfortable with any aspect of their therapy experience to discuss their concerns openly with their therapist.
b. Clients may also contact EmoBroth directly through the contact information provided on the website if they would prefer to raise a concern outside the therapy session.
c. If a client chooses to discontinue therapy following such concerns, any applicable refund will be determined according to the terms outlined in Section 2: Refunds for Paid Services.
4. Cancellation of Sliding Scale and Pro Bono Sessions
Pro Bono Sessions
a. There is no cancellation fee for pro bono counselling sessions.
b. If you are unable to attend a scheduled pro bono session, please provide at least 24 hours' notice whenever possible. This allows the appointment to be offered to another person who may be waiting for support.
c. If you do not attend a scheduled pro bono session and do not provide prior notice, the session will be recorded as a no-show. No fee will be charged for the missed session.
Sliding Scale Sessions
a. If you are unable to attend a scheduled sliding scale session, please provide at least 24 hours' notice whenever possible.
b. A sliding scale session cancelled less than 24 hours before the scheduled time, or missed without prior notice, will be subject to the full applicable session fee.
5. Repeated No-Shows and Cancellations
For both pro bono and sliding scale services, repeated no-shows or last-minute cancellations without prior notice may affect continued access to these services.
Where there are repeated instances, EmoBroth will communicate the concern with the client and discuss the impact on future appointments.
Continued no-shows or cancellations without notice may result in the client being placed on a temporary hold or becoming ineligible for further pro bono or sliding scale sessions.
Any decision regarding continued access will be communicated to the client before future appointments are discontinued.
This process helps ensure that limited pro bono and sliding scale appointment slots remain available to clients who are able to attend their scheduled sessions.
6. Feedback Regarding Pro Bono and Sliding Scale Services
We aim to provide the same level of care and professionalism across our paid, sliding scale, and pro bono services.
If you have concerns, suggestions, or feedback regarding your experience, you are encouraged to communicate them with your therapist or contact EmoBroth through the contact details provided on the website.
Your feedback helps us identify areas where our services can be improved.
7. Fees and Fee Changes
a. Session fees may be reviewed and adjusted once a year. Any such changes support the continued operation and sustainability of EmoBroth, professional compensation, and ongoing professional development.
b. Clients will be informed at least 30 days in advance of any changes to applicable session fees.
c. If you have questions or concerns regarding fees, you are welcome to discuss them with your therapist or contact EmoBroth through the contact details provided on the website.
d. If a therapy session extends beyond the scheduled 50–55 minute duration, an additional fee will be charged proportionately based on the applicable session fee.
8. Scope of This Policy
This Refund and Cancellation Policy applies to paid counselling sessions, sliding scale counselling sessions, and pro bono counselling sessions provided through EmoBroth.
Other services offered by EmoBroth may have their own terms and conditions. If you are unsure which cancellation or refund terms apply to a particular service, please contact EmoBroth for clarification.
9. Changes to This Policy
EmoBroth may update or revise this Refund and Cancellation Policy when necessary to reflect changes in our services, practices, or applicable requirements.
The latest version of the policy will be made available on the EmoBroth website.
Questions? WhatsApp +91 70200 80300 or email therapywithrhythm@gmail.com.