Session Cancellation Policy
Last updated: [DATE TO BE INSERTED ON PUBLISH]
Coaching at OHS works because the time set aside for each session is genuinely set aside. Both James and Jane block out the time, prepare for the session, and hold it for the client. When sessions are missed without notice, that time can't be reused or recovered.
This policy sets out how cancellations and rescheduling work, so there are no surprises on either side.
Notice for rescheduling
More than 48 hours before your session: reschedule freely. Email us with a few alternative times that work for you, and we'll find a new slot. No charge.
Less than 48 hours before your session: the session fee is payable in full. Where possible, we'll offer to reschedule for a future date, but the cancelled session is still chargeable.
No-shows (missing the session without notice): the session fee is payable in full. We'll get in touch to check in and to discuss whether the work should continue.
Genuine emergencies
Life happens. If you have to cancel at short notice because of a genuine emergency (illness, family crisis, urgent work matter), email us and we will treat it on a case-by-case basis. We're not interested in being punitive about things that genuinely couldn't be helped.
If we need to cancel
If James or Jane has to cancel a session for any reason, you will not be charged for that session, and we will offer to reschedule at a time that suits you. If we cancel with less than 24 hours' notice, we will offer a complimentary additional session by way of apology.
How to cancel or reschedule
Email us at enquiries@optimalhealthstrategies.co.uk with as much notice as you can. The clock starts when we receive the email, not when you send it (so please don't email at 11pm the night before and hope for the best).
Refunds
If you have prepaid for a block of sessions and decide to discontinue, the unused sessions will be refunded on a pro-rata basis, less any sessions used and less any administrative or payment-processing costs. Refund requests should be sent by email to enquiries@optimalhealthstrategies.co.uk.
Changes to this policy
We may update this policy from time to time. The "Last updated" date at the top of the page will reflect when changes were made. Existing clients will be told about material changes by email.
Contact us
If you have questions about this policy, please email enquiries@optimalhealthstrategies.co.uk.