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    1. Cancellation Terms and Conditions:

    We understand that unforeseen circumstances may arise, necessitating the rescheduling or cancellation of your appointment. To ensure a smooth process, please familiarize yourself with our cancellation policy and terms and conditions.

    To avoid incurring charges, kindly notify us at least 48 hours before your appointment. Cancellations made between 48 and 24 hours prior will incur a 50% fee. If you cancel with less than 24 hours’ notice or fail to attend the appointment, a 100% fee will apply. Additionally, if you cancel within 24 hours, the non-refundable $150 deposit will be forfeited, and you will be responsible for the remaining session fee.

    By booking an appointment, you agree to these terms. Please ensure that all outstanding invoices are settled before scheduling future sessions.

    2. Missed Appointment Fee:

    • Failure to attend a scheduled appointment without prior notice will result in a 100% non-attendance fee.

    3. Cancellation Fee:

    • If you cancel your appointment within 24 hours of the scheduled time, a 100% cancellation fee will be charged. This policy aligns with industry standards within the Counselling and Psychotherapy professions.

    4. Rescheduling Without Additional Deposit:

    • If you need to cancel and reschedule your appointment for another date, please contact us. We will reschedule your appointment without requiring an additional deposit.
    • If you decide not to reschedule and prefer a refund for the deposit of the canceled appointment, please email us at contact@phuongtran.com.au. We will process your refund as soon as possible.

    5. Refund Processing:

    • Refund requests will be processed promptly upon receiving the cancellation notice.
    • We use Stripe, a third-party financial management service, to handle all payments and refunds. Stripe will issue the refund to your original payment method within 5-10 business days after we process your request.
    • Please note that Stripe’s fees for the original payment will not be returned. However, there are no additional fees for processing the refund.

    6. How to Cancel:

    • Cancellations can be made by contacting us directly by emailing us at contact@phuongtran.com.au
    • Please provide your name, appointment date and time, and the reason for cancellation.

    7. Confirmation of Refund:

    • Once your refund has been processed, you will receive a confirmation email detailing the refund amount and the expected timeframe for the refund to appear in your account.

    8. Late or Missing Refunds:

    • If you haven’t received a refund yet, please first check your bank account again.
    • Then contact your credit card company, as it may take some time before your refund is officially posted.
    • Next, contact your bank. There is often some processing time before a refund is posted.
    • If you have done all of this and still have not received your refund, please contact us at contact@phuongtran.com.au.

    9. Questions and Support:

    • If you have any questions or require further assistance regarding our refund policy, please do not hesitate to contact us. Our team is here to help ensure you have a positive experience with our services.

    Need Help?

    Phuong Tran Psychotherapy and Counselling Services
    Phone: 0449 521 397
    Email: contact@phuongtran.com.au
    Website: phuongtran.com.au

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