Effective date: 21 August 2026
1. Rescheduling or cancelling your session
Please notify us at least 24 hours before the confirmed start time if you need to cancel or reschedule. Requests can be sent by WhatsApp, phone or email. A session changed with sufficient notice can normally be moved once to another mutually available time.
2. Late cancellations and missed sessions
A cancellation made less than 24 hours before the confirmed start time, or failure to attend without notice, may be treated as a used session and may not be refundable. We recognise that genuine emergencies occur and will review exceptional circumstances fairly and individually.
3. Arriving late
If you arrive late, the session may still end at the originally scheduled time so that later clients are not affected. The full session fee may remain payable. If you are significantly late and the session cannot proceed safely or meaningfully, it may be treated as a missed session.
4. If Counselling Wellnessz changes a session
If we must cancel or reschedule, we will offer a suitable alternative. If no reasonable alternative can be agreed, you may receive a full refund for the affected unused session.
5. Refund requests
Before an appointment is confirmed, duplicate payments, clear payment errors and payments for a service we cannot provide will be reviewed for refund. After a confirmed session has been delivered, the fee is generally non-refundable. Dissatisfaction does not automatically create a refund entitlement, but concerns will be considered respectfully through our complaints process.
6. Packages, groups and workshops
Where sessions are bought as a package, unused sessions may be subject to the terms stated at purchase. A completed session is not refundable. Group and workshop places may be transferable or movable only where the programme terms allow and adequate notice is given. If we cancel a paid group or workshop, we will offer a replacement date, credit or refund for the cancelled service.
7. Refund timing and transaction charges
Approved refunds are returned through an appropriate payment method and may take several working days to appear, depending on Paystack and the receiving bank. Where legally permissible, payment-processing charges already incurred may be deducted unless the refund results from our cancellation or error.
8. Emergencies and crisis situations
Counselling Wellnessz is not an emergency service. If you may harm yourself or another person, or you are in immediate danger, contact local emergency services or go to the nearest hospital. Missing a scheduled session does not create emergency monitoring by the practice.
9. Requesting a change or refund
Contact us with your full name, service purchased, confirmed appointment date (if any), reason for the request and Paystack reference. Do not send card PINs, passwords or one-time passwords.