Cancellation and refunds

This page explains how booking works here, what the deposit is for, and what happens if you need to change or cancel. It is written to be read rather than survived.

Booking is a request, not a confirmation

When you book through this website you are asking for a time, and that time is held for you. The appointment is not confirmed at that point, and nothing is owed yet.

What happens next, in order:

1. Anita calls you for a short conversation, usually about fifteen minutes. It is a chance to say what brings you, and for her to be honest about whether the session you picked is the right one.
2. A deposit of 20% of the session fee holds the appointment. Anita will explain how to pay it when you speak.
3. The appointment is confirmed, and you receive a confirmation email with a link you can use to move or cancel it yourself at any time.

The deposit

The deposit is 20% of the fee for the session you have booked. It is not an extra charge: it comes off the total, so you pay the remaining 80% at the appointment itself.

It exists because these are one-to-one appointments. A booking that nobody attends is an hour that was held for one person and could not be offered to anyone else.

Changing or cancelling

More than 24 hours before your appointment

Change it or cancel it freely, and your deposit is refunded in full. There is no fee and no explanation required. Use the link in your confirmation email, or get in touch.

Moving an appointment to another time keeps your deposit against the new booking rather than refunding and re-taking it.

Less than 24 hours before your appointment

The deposit is not refunded. At that point the time can rarely be offered to anyone else, and the appointment has effectively happened as far as the diary is concerned.

This is also why the link in your email stops offering changes inside the final 24 hours. If something genuinely unavoidable has happened, illness, an emergency, a bereavement, please say so rather than simply not arriving. Anita would far rather know, and she has discretion to waive this.

If you do not arrive

A missed appointment with no contact is treated the same as a cancellation inside 24 hours: the deposit is not refunded.

If Anita needs to cancel

If an appointment is cancelled or moved from this end, for any reason, you will be offered another time or a full refund of everything you have paid, whichever you prefer. That applies however close to the appointment it happens.

Courses, workshops and training

Group bookings work differently to one-to-one sessions, because a place taken is a place somebody else could not have and the costs are committed further in advance.

How refunds are paid

Questions

If any of this is unclear, or your situation does not fit neatly into it, ask. Nothing here is designed to catch anyone out.