The following terms describe the methods, conditions and restrictions to memberships, bookings and cancelations when you book a service with us, and are applicable to all users.
We have developed this policy to guarantee that we keep equal rights to all members, reduce no-shows and late cancellations, improve commitment, regulate our Services, guarantee availability for the users to book their appointments, avoid repetitive reschedules or cancellations and clarify all users about our memberships and booking system.
We reserve the right to change this policy terms at any time, and in our sole discretion. If any changes occur, we will advise all users on this page, by updating the data on the top left of the page, as well as Subscribed Users, via e-mail. 

1. Payments and refunds

1.2. Refunds

Refunds can only be processed in case of medical incapacity, upon written proof. We do not process refunds for late cancellations, no-shows or any other reasons. 
We do not freeze any service unless there is a medical condition preventing the client from using the service.

1.3. Incapacity to engage in a session

If the client is under the influence of alcohol or non-prescribed drugs in a session, we will need to end the session. The client will be charged at the normal rate.

1.4. Transference of appointments

Appointments cannot be transferred to a different person.

1.5. Pre-payments

We work on a pre-payment basis: all payments should be done prior to bookings at least 48 hours before the session. We will not accept your appointment if you haven't paid for this service. 

If you have any concerns about the way we take your payment, or if you are not happy with our alternatives of payment, you should contact us via e-mail at info@soffertherapy.com or on our mobile +447999001224.

2. Bookings

A booking is formally confirmed and the time slot is reserved exclusively for the client immediately upon effective payment. This binding agreement activates the cancellation policy (Section 3) immediately. 

If payment is not received the session will be considered unconfirmed and may be offered to another client. We highly recommend users to book their appointments at least 48 hours in advance, to guarantee their space. We cannot take responsibility for other client's bookings, even if you have a regular time slot.

3. Cancellations and Reschedules

Reschedules and/or cancellations must be done via text message or email. We will not be responsible for late cancellations due to lack of Wi-Fi, data, network, signal or service.

3.1. Cancellations and 48 hours window policy

3.1.1. If you require to cancel or reschedule a booked session we require a minimum of two (2) full days (48 hours) notice for cancellation or rescheduling. This 48-hour notice protects your reserved professional time, allowing us enough time to manage our schedule and potentially offer the slot to another client seeking support. It also allows us to manage and cover the fees charged by the venue when booking for in-person sessions. 

3.1.2. If a session is booked within the standard notice period (i.e., less than 48 hours before an in-person session), cancellations or failure to attend the session will result in the full session fee being charged, as the notice period has already passed.

3.2. Lateness
Sessions cannot be extended due to lateness. If a client is late for 10 minutes, a session of 50 minutes will be delivered for 40 minutes. If the therapist happens to be late for any reason, this should be discussed between both parties, to decide whether the sessions should be rescheduled or extended.

4. Therapist-Initiated Cancellation 

If the therapist has to cancel or reschedule, we will abide by the 48 hours cancellation policy. If we fail to cancel before the 48 hours window, the client will be refunded and offered a free session. However, if the cancellation is informed before the 48 hours, the session will be rescheduled. If rescheduling is not possible, the client can request the fee to be refunded.

5. Holidays and Extended Breaks 

The client is responsible for communicating any intended holidays, extended breaks, or periods of planned absence with sufficient anticipation. This communication must occur before any long-term or block bookings are confirmed to ensure consistent scheduling and to prevent triggering late cancellation policies.