1. Purpose
This policy ensures fairness, transparency, and consistency in the management of session bookings, cancellations, non-attendance, and additional professional fees.
It exists to:
• protect the quality and sustainability of therapeutic services• ensure practitioner time and professional responsibility are respected• provide clarity regarding cancellations, non-attendance, and complexity-related charges• ensure clients understand how fees are applied across different clinical circumstances
This policy applies equally to session attendance, cancellations, non-attendance, and additional fees arising from clinical complexity or risk.
2. Scope
This policy applies to:
• all clients engaging with Prior Mindset services• all therapeutic and consultancy services delivered in person, online, or via video/telephone platforms• all practitioners and staff responsible for booking, clinical delivery, and case management
3. Policy Statement
Prior Mindset operates on the principle that:
• practitioner time is protected clinical time• cancellations, non-attendance, and additional professional work carry clear resource implications• increased clinical risk or complexity requires additional professional responsibility• fees reflect both time reserved and professional work undertaken, whether or not a session proceeds
Accordingly:
• late cancellations and non-attendance will be charged at the full session fee• additional fees will be charged where cases involve increased risk, safeguarding concerns, or professional complexity• all fees are applied transparently, proportionately, and in line with published service descriptions
4. Session Attendance and Client Responsibility
Clients are responsible for:
• attending scheduled sessions on time• managing appointments responsibly• notifying Prior Mindset promptly if unable to attend• engaging with therapy in a manner consistent with agreed boundaries and expectations
Failure to attend sessions, repeated late cancellations, or disengagement may result in a review of whether ongoing therapy is clinically appropriate.
5. Cancellation Policy
Notice PeriodA minimum of 48 hours’ notice by email is required to cancel or reschedule any appointment.
Cancellations With Sufficient NoticeWhere 48 hours’ notice or more is provided, no cancellation fee will apply.
Late CancellationsWhere less than 48 hours’ notice is provided, the full session fee will be charged.
Exceptional CircumstancesIn cases of genuine medical emergencies, family emergencies, or other exceptional circumstances, fees may be waived at the discretion of Prior Mindset.
6. 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.
Fees: No-shows are charged at 100 percent of the session fee.
Repeated No-ShowsRepeated non-attendance without notice may prompt a review of the therapeutic arrangement and, where appropriate, suspension or termination of services.
7. Additional Fees: Complexity, Risk and Professional Responsibility
In some cases, therapy involves increased clinical complexity, safeguarding considerations, or elevated professional responsibility. This may require additional work outside scheduled session time, regardless of whether a session proceeds as planned.
Additional fees may apply where work includes, but is not limited to:
• enhanced risk assessment or safeguarding decision-making• additional clinical documentation or formulation• liaison with external professionals or services• insurance, medico-legal, or statutory correspondence• extended case review• additional private clinical supervision required to manage risk or complexity
Such work reflects professional obligations and regulatory requirements and is chargeable in line with Prior Mindset’s published fee structure.
Where practicable, additional fees will be discussed with clients in advance and reviewed if circumstances evolve. However, the absence of a session due to cancellation or non-attendance does not remove the requirement for necessary risk-related or safeguarding work already undertaken.
8. Practitioner Cancellations
Where Prior Mindset must cancel a session, clients will be notified as soon as reasonably possible.
An alternative appointment will be offered where available.
No session fees will be charged where cancellation is initiated by Prior Mindset.
9. Payments, Refunds, and Credits
Payments made for sessions cancelled with sufficient notice may be:
• refunded in full, or• credited toward a future appointment
according to client preference.
Refunds are normally processed within 14 working days.
Fees relating to completed professional work, including risk assessment, safeguarding actions, or supervision already undertaken, are not refundable.
10. Responsibilities
Clients
• provide timely notice of cancellations• ensure contact details are up to date• engage responsibly with agreed therapy arrangements
Practitioners and Staff
• communicate this policy clearly at booking and review points• apply fees consistently and proportionately• exercise discretion compassionately where exceptional circumstances arise• ensure additional fees are clinically justified and professionally documented.
11. Monitoring and Review
Prior Mindset monitors:
• cancellation and non-attendance patterns• frequency of complexity-related additional work• trends affecting access, engagement, or service delivery
This policy is reviewed annually to ensure fairness, effectiveness, and alignment with professional, ethical, and regulatory standards.
12. Policy Ownership
Owned by: Senior Management TeamApplies across all Prior Mindset services and platforms