1. Purpose
This policy ensures fairness, transparency, and consistency in the management of session bookings, cancellations, and non-attendance. It helps Prior Mindset maintain service quality, manage practitioner time effectively, and ensure availability for other clients.
2. Scope
This policy applies to:
All clients booking sessions with Prior Mindset practitioners.
All services delivered in person, online, or via telephone/video platforms.
All staff involved in scheduling and managing bookings.
3. Policy Statement
Clients are responsible for attending booked sessions on time.
Cancellations and rescheduling are permitted with sufficient notice.
Late cancellations and non-attendance may incur charges, except in exceptional circumstances.
The policy ensures that practitioner time is respected and that appointment slots remain available for others.
4. Cancellation Rules
Notice Period: Clients must give a minimum of 48 hours’ notice to cancel or reschedule an appointment.
No Charge: If 48 hours’ notice or more is provided, no cancellation fee will apply.
Late Cancellation: If less than 48 hours’ notice is provided, the full session fee will be charged.
Exceptional Circumstances: Prior Mindset may waive fees in cases of medical emergencies, family emergencies, or other circumstances at the discretion of management.
5. No-Show Policy
Definition: A “no-show” occurs when a client does not attend a scheduled session and fails to notify Prior Mindset in advance.
Fee: The full session fee will be charged for no-shows.
Repeated No-Shows: Where a client repeatedly misses sessions without notice, Prior Mindset may review whether continuing service is appropriate.
6. Practitioner Cancellations
If Prior Mindset must cancel a session, clients will be notified at the earliest possible opportunity.
Clients will be offered an alternative appointment time.
No charges will apply if the cancellation is made by Prior Mindset.
7. Refunds and Payments
Payments already made for sessions cancelled with sufficient notice will either:
Be refunded in full, or
Be credited towards a future booking, depending on client preference.
Refunds will be processed within 7 working days.
8. Responsibilities
Clients
Notify Prior Mindset as soon as possible if unable to attend.
Ensure contact details are up to date to receive reminders and notifications.
Practitioners/Staff
Communicate this policy clearly at the time of booking.
Apply cancellation and no-show fees consistently and fairly.
Exercise discretion compassionately where exceptional circumstances arise.
9. Monitoring and Review
Prior Mindset will monitor cancellation and no-show rates.
Trends will be reviewed to identify potential barriers to attendance (e.g. access issues, scheduling).
Policy reviewed annually to ensure fairness and effectiveness.
10. Policy Ownership
Owned by: Senior Management Team
Applies across all Prior Mindset services and platforms.