Cancellation, Rescheduling & Refund Policy

At Safe Space, we value the time and commitment of both our clients and therapists. This policy is designed to make cancellations, rescheduling, and refunds clear and fair for everyone.

By booking and paying for a session through Safe Space, you agree to the following terms.

At a glance

A refund returns money to your original payment method. A session credit is held on your account and can be used toward a future eligible Safe Space session.

1. Rescheduling a session

We understand that plans can change.

• More than 24 hours before your session: you may reschedule your appointment at no additional charge.
• Less than 24 hours before your session: 50% of the session fee will be retained, while the remaining 50% will be provided as credit toward a rescheduled session.
• To reschedule, use the Reschedule option on your session in My Sessions, or contact Safe Space Customer Support.
• Genuine emergencies or exceptional circumstances may be reviewed individually.

2. Cancelling a session & refunds

Your eligibility for a refund or session credit depends on when the cancellation is made — see the table above. Any credit issued can be used toward a future eligible Safe Space session.

3. Late arrival & no-shows

Please join your session on time.

• If you arrive late, your session will generally still end at the originally scheduled time to avoid affecting the therapist's following appointments.
• If you have not joined or contacted Safe Space or your therapist within 15 minutes of the scheduled start time, the session may be considered a no-show and will not be eligible for a refund or credit.

4. Therapist cancellation or rescheduling

• If your therapist needs to reschedule, we will work with you to arrange a suitable alternative appointment.
• If your therapist cancels and a suitable alternative cannot be arranged, you may choose between a full refund or 100% session credit toward another eligible session.
• Clients will not be financially penalised for cancellations made by their therapist.

5. Therapist late arrival

• If your therapist is late, you should still receive the full scheduled session duration whenever reasonably possible.
• If providing the full session duration is not possible, Safe Space will assess the circumstances and provide an appropriate solution, which may include additional session time, credit, or rescheduling.

6. Technical difficulties

• As sessions are conducted online, both clients and therapists are responsible for having a suitable device and reasonably stable internet connection.
• If a significant technical issue originating from Safe Space or the therapist prevents the session from taking place or materially disrupts it, the affected session will be rescheduled at no additional charge or an appropriate credit will be provided.
• For significant technical difficulties originating from the client's side, Safe Space will assess the circumstances individually. Repeated client-side technical difficulties may not qualify for complimentary rescheduling or credit.

7. Emergencies & exceptional circumstances

We understand that genuine emergencies and unexpected circumstances can happen.

• If an emergency prevents you from attending your session, please contact Safe Space as soon as reasonably possible.
• Safe Space may make exceptions to the standard cancellation and rescheduling terms on a case-by-case basis, depending on the circumstances.

8. Packages & multi-session services

• If you purchase a package or multi-session service and later request cancellation, any eligible refund will be calculated based on the unused portion of the package and the applicable package terms.
• If you would rather not continue with your current therapist, you have the right to request a replacement therapist from Safe Space and carry your remaining sessions over to them. The package fee itself is not refundable in that case.
• Where a package was purchased at a discounted rate, sessions already completed may be recalculated at the applicable individual-session rate before determining the remaining refundable balance.
• Certain packages or services may have additional cancellation terms that will be communicated before purchase.

9. Discounts & promotional offers

Where a session or service was purchased using a discount code, promotional offer, or special price, any eligible refund will be calculated based on the amount actually paid, rather than the original undiscounted price.

10. Duplicate or incorrect charges

• If you believe you have been charged twice for the same transaction, or charged incorrectly due to a Safe Space billing error, please contact Customer Support.
• Once verified, incorrect or duplicate charges will be fully refunded.

11. Refund processing

• Approved refunds will be returned to the original payment method wherever possible.
• Safe Space will initiate approved refunds within 5–10 business days. Your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.
• Any currency conversion differences, international banking charges, or fees imposed by third-party financial institutions are outside Safe Space's control.

12. Agreement to this policy

By booking and paying for a session or service through Safe Space, you acknowledge that you have read and agreed to this Cancellation, Rescheduling & Refund Policy.

Safe Space reserves the right to review exceptional cases individually and to update this policy when necessary.

Questions about an existing booking

Reach out via our Contact page and we'll help directly.