First-Session Satisfaction Guarantee

We want you to feel confident that our service is right for you. If, during the first 60 minutes of your first session, you are genuinely dissatisfied, you may end the session and request a full refund of the fee paid for that session, and of any further pre-paid sessions.

How to claim

To claim under the guarantee:

1. You must tell us before the first 60 minutes of the session have ended.
2. You must stop participating in the session when you make the request.
3. You must give us a brief, specific explanation of why you were dissatisfied. This helps us assess the request and improve our service.

Eligible reasons

Your reason must be genuine, made in good faith, and directly related to the session or service provided. It may include, for example:

• the session materially differed from how it was described;
• a significant technical or operational problem prevented proper participation;
• the practitioner was materially late, unprepared, or acted unprofessionally;
• the session was not reasonably suitable for the needs discussed with us; or
• you reasonably concluded that the practitioner or approach was not a suitable fit for you.

We will not refuse a claim merely because the dissatisfaction involves personal experience, judgement, rapport, or communication style. However, we may refuse a claim where the stated reason is demonstrably false, unrelated to the session, concerns something clearly disclosed and accepted before booking, or forms part of fraudulent or repeated misuse of the guarantee.

We may ask for reasonably necessary information to assess the request, but we will not require excessive evidence.

Scope and refunds

The guarantee applies only to your first session, may be used once per customer, and covers only the fee paid for that session. If you choose to continue after the first 60 minutes, the guarantee will no longer apply.

Approved refunds will be returned to the original payment method within 5-10 working days.

This guarantee is additional to, and does not affect, any statutory rights or remedies you may have.