Booking, cancellations and refunds.

Appointments and payment

The initial assessment lasts 30 minutes and costs £20. Ongoing sessions last one hour and cost £40. Prices are in British pounds, with full payment collected through Stripe when you book in Acuity. New clients should start with an assessment before booking ongoing support.

Assessments are available Monday 9am–5pm and Saturday 9am–noon. Ongoing sessions are available Tuesday–Thursday 9am–6pm. Friday and Sunday are closed. All hours are London time and subject to availability.

Sessions take place online through Google Meet. The joining link is included in your confirmation and reminder email. Please check your email address when booking and contact us if you cannot find your confirmation.

Changes with at least 12 hours’ notice

You may cancel for a full refund or move your appointment without a rescheduling fee when you give at least 12 hours’ notice before the start time. Use the change or cancel link in your confirmation email, or email us with your name and appointment date and time.

If you cancel and want a refund, email us so we can arrange it. Canceling an appointment in Acuity does not automatically refund the payment.

Late cancellations and missed appointments

With less than 12 hours’ notice, or if you miss your appointment, the session fee is normally retained and a replacement appointment is charged separately. Please contact us if an emergency or exceptional circumstance prevents you from attending.

Any amount retained must be fair and reflect reasonable losses. We will take account of costs saved and whether the time was filled by another client, and return any amount that should not be retained. Your applicable cancellation and consumer rights take priority over this policy.

If Mind Harbour cancels

If we cancel an appointment, you can choose a full refund or another available time at no extra charge. If a technical problem on our side prevents the session from taking place, contact us to arrange the same options.

How refunds are handled

Approved refunds are issued through Stripe to the original payment method. We will confirm when a refund has been issued; the time it takes to appear depends on your bank or payment provider. Never send your card number or security code by email.

A reschedule moves your existing appointment and payment. If you cancel and make a separate new booking, that booking requires payment and any refund is handled separately.

Questions, concerns and your rights

Email mindharbour.org@mail.uk if you have a booking problem, payment concern or complaint. Include your name, appointment date and a brief explanation, without detailed health information.

This policy does not limit rights you have under applicable law, including rights relating to services that are not delivered as agreed. Mind Harbour is not an emergency service and does not provide diagnosis, prescribing, detoxification or medically supervised withdrawal.

Read our privacy notice for how information is handled.