Cancellation & Refund Policy

Last updated: 12th August 2025

This cancellation and refund policy outlines your rights and my terms regarding cancellations, and refunds.

1 Cancellation of your appointment

A request to cancel your appointment must be made by email and with a minimum of 48 hours notice of your booked session.

Cancellation requests made with less than 48 hours notice will not be refunded under any circumstances as I am unable to fill an appointment at such short notice.

If you wish to cancel your appointment and receive a refund, please note that a £5 cancellation fee will be deducted from your refund to cover payment processing fees.

2 Request to reschedule your appointment

Requests with more than 48 hours notice:

If you wish to reschedule your appointment, please give me a minimum of 48 hours notice before your booked session is due to take place. I will send you a link for you to reschedule your appointment at no additional cost to you.

You may only reschedule your appointment once. If I reschedule it for you, please do not ask me to reschedule it again after you have rebooked a new date. This is because I am rarely able to fill that empty appointment slot with such little notice.

Please also note that I will only reschedule one appointment once for you throughout the course of your therapy treatment. If you have already rescheduled one appointment, please do not ask me to reschedule another one at a later date. Again, I can rarely fill cancelled or rescheduled slots.

Requests with less than 48 hours notice:

If you request to reschedule your appointment with less than 48 hours notice to your booking time, then I will not agree to your request. I will be available on Zoom to meet with you at the start of the session.

If you are unable to attend, please rebook your session as soon as you are able. Please note, when you rebook, payment will be required for that new session.

3 Missed appointment or late to an appointment

I will log into our zoom meeting at the agreed time. I will wait for up to 10 minutes in the meeting and if you have not contacted me to let me know you are slightly delayed, then, I will leave the meeting after 10 minutes.

No refund will be given for missed meetings.

If you are late to the meeting, there is no guarantee that I will be able to run the full session with you. If I have a client booked after your appointment, we will have to finish our session at the pre-booked end of session time.

4. Refund requests for perceived lack of results

Hypnotherapy, NLP, and coaching are highly effective tools, but individual results vary, and no outcome can be guaranteed. By booking an appointment with me, you accept this to be true.

Because the value of each session lies in the time, expertise, and personalised guidance provided, refunds will not be issued based on lack of perceived results.

5. Practitioner Illness Or Technical Issues

If I am unable to attend a scheduled session due to illness or emergency, I will inform you as soon as possible and offer to reschedule your session at no extra cost.

If a session is disrupted or cannot safely proceed due to a poor internet connection on my side, I will reschedule the session at no additional cost.

If the session is disrupted due to a connection issue on your side, I will wait up to 10 minutes for the issue to be resolved. If it cannot continue, the session will be treated as a late cancellation and no refund will be issued. The session will still end at the pre-agreed time, no additional time will be added.

I strongly advise testing your connection before each session and ensuring you're in a quiet, private space with stable internet.

6. How to cancel or reschedule your appointment

To cancel your appointment and request a refund (where eligible), please email me at debbie@neuroreset..me with your name, session date(s), and reason for the request. I aim to respond within 24 hours.

To reschedule an appointment (where eligible) please email me at debbie@neuroreset.me with your name, session date.

7. Legal Rights

This policy does not affect your statutory rights under UK consumer law. However, by booking services, you agree to the specific terms outlined above.