At Manchester Counselling, we are committed to providing high-quality, personalised therapy-matching services. This payment policy ensures the efficient use of therapist time and the accessibility of appointments for those in need.
1. Booking an Assessment Session
When you choose to access private therapy through Manchester Counselling, you will be offered an initial assessment session with a therapist, which may be conducted via face-to-face, telephone, or online video, depending on your preference and availability.
We will match you with a therapist based on your individual needs, including:
Location
Availability
Therapeutic goals and preferences
If you decide to proceed with the assessment session, a fee will apply.
2. Payment Terms
Payment is required in advance to confirm and secure your appointment.
The applicable fee will be stated in your booking confirmation email.
We kindly request payment to be made within 24 hours of receiving your appointment offer.
If payment is not received, we will:
Issue reminders by email or SMS
Cancel the assessment session if payment is still outstanding, and reallocate the slot to another client
3. Accepted Payment Methods
We accept the following secure payment options:
Debit/Credit Card
Apple Pay
Google Pay
4. Cancellations and Refund Policy
Payments for assessment sessions are processed securely through our payment partner, Stripe. Where applicable, refunds are also issued via Stripe and may take 5–10 working days to appear in your account, depending on your bank or card provider.
If you cancel your assessment session with more than 24 hours’ notice (Monday to Friday):
You are entitled to a full refund, or
You may choose to reschedule your appointment
If the fee is carried over, this can only be done once
Cancellations – Less Than 24 Hours’ Notice
If you cancel with less than 24 hours’ notice (Monday to Friday):
No refund will be issued
You are welcome to reschedule with your therapist, but a new assessment fee will be required and paid directly to the therapist
Did Not Attend (DNA)
If you do not attend your confirmed assessment session without prior notice:
No refund will be issued
You may book a new assessment with the same or another therapist
A new fee will be required and paid directly to the therapist
5. Future Sessions
All subsequent therapy sessions and payment arrangements will be discussed directly between you and your therapist following your assessment. Each therapist operates independently and sets their own fees and payment terms.
6. Feedback and Contact
We are committed to continually improving our services and processes. If you have any feedback, questions, or wish to discuss anything related to your booking or payment, please contact us.
📧 Email: hello@manchestercounselling.uk