Terms of Use
Complaints and Cancellations
Terms for cancellations, rescheduling, and refunds.
01
Cancellation or rescheduling by the client
The client may cancel or request to reschedule an agreed appointment by e-mail, no later than 24 hours before the scheduled appointment.
In the case of a cancellation, the amount paid is generally not refunded, since the appointment was reserved exclusively for that client. In certain cases, depending on assessment and agreement, it may be possible to reschedule the appointment to a new date instead of a refund.
02
Last-minute cancellation or no-show
If the client cancels less than 24 hours before the scheduled appointment, or does not show up for the agreed appointment without prior notice, the amount paid is not refunded in that case, since the appointment was reserved exclusively for that client.
If the client does not show up for the agreed appointment, the service provider sends an e-mail reminder a few minutes after the scheduled start time, along with a further e-mail once the appointment time has passed, as evidence of the client’s non-attendance.
03
Cancellation or rescheduling by the service provider
If the service provider, for justified reasons, cancels or is unable to keep the agreed appointment, the client is offered a new appointment or a full refund of the amount paid, at the client’s discretion, at no additional cost to the client.
04
Technical issues during an online session
If an online session (via Zoom or Google Meet) cannot be held, or is interrupted due to technical issues beyond the control of either the client or the service provider, the session is, as agreed, either continued as soon as possible or rescheduled to a new date, at no additional cost to the client.
05
How to submit a complaint
Any complaints, remarks or requests regarding a payment, appointment or service provided can be sent by e-mail to [email protected], stating the order number (if available) and a brief description of the issue. We aim to respond to every complaint within a few business days.
06
Refunds
If the client is entitled to a refund under the terms above, the refund is made using the same method the payment was made with (to the payment card or account from which the payment was made), within 14 days of the refund being approved.