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Close-up of two people gently holding hands, symbolising care, respect, and clear communication. Aligning with the counselling service’s cancellation and rescheduling policy

CANCELLATION POLICY

Cancellation Policy &
Rescheduling Policy

​At Rising Phoenix Counselling, I understand that life can be unpredictable.

 

This policy is here to create a respectful, balanced framework—one that honours both your circumstances and the therapeutic space we share.

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Initial Consultation Call (15 minutes)

  • 12 hours' notice required for rescheduling

  • If something urgent arises within this time, please reach out​

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Online Therapy Sessions

  • 24 hours' notice required for any schedule changes

  • Changes within 24 hours may result in the deposit being retained

  • After three missed sessions (without cause), therapy may be paused and revisited

  • Fees are payable via your selected method (pay-as-you-go or session pack)

  • Please join 1-2 minutes early to ensure connection

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In-Person Sessions

  • ​48 hours' notice required to reschedule

  • If cancelled with 48+ hours' notice, deposit is applied to your next session

  • ​Cancellations with less than 48 hours’ notice or no-shows result in the deposit being forfeited

  • Emergency situations are always considered with care

  • Location details are provided upon booking

  • Please arrive 5 minutes early

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Session Value Packages

  • Pack fees are non-refundable and non-transferable

  • Sessions must be used within 12 months of purchase

  • Rescheduling follows the same notice requirements above

  • Missed sessions without notice will be counted as used

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​Late Arrivals

  • Online sessions: Please join 1-2 minutes early to check your connection

  • In-person: Arrive 5 minutes before your session time

  • Sessions will still end at the scheduled time

  • Full session fees apply regardless of arrival time

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Technical Difficulties (Online Sessions)

  • Please test your internet and device beforehand

  • Keep a charged phone nearby as a backup

  • If tech issues occur, we’ll switch to a phone session

  • If your session is significantly disrupted, it may be rescheduled

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How to Notify of Changes


Please contact me through:

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Why This Policy Matters
This policy helps maintain a safe, consistent, and reliable therapeutic space for all clients.
Your commitment supports the quality and continuity of our work together.

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If you have any questions about this policy, please contact me.

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Priscilla Schwartzman

Psychotherapist & Counsellor

PACFA Registration: 29505

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