Cancellation policy

Your session time is reserved exclusively for you. If you cancel a session you have already paid for, the session stays in your account balance and you can use it to book another time whenever you are ready.

• The session is never lost — it returns to your balance.
• Payments already made are not refunded.
• You can also move a session to another time from your account.

Sign in to your account and cancel or move the session from your sessions list. If that is not possible, email contact@moustafatherapist.com or send a WhatsApp message and I will action it manually.

Sessions purchased as part of a package are non-refundable. Individual sessions within a package may be rescheduled under the notice periods above, and packages remain valid for six months from the date of purchase.

A session missed without notice is treated as no show. The session will be considered as took a place and it will not be refundable. If you are unable to attend, telling me is always better than not, even at the last minute.

If you arrive late, we use the time that remains and finish at the scheduled hour so the next client is not delayed. The full fee applies.

If an online session cannot go ahead because of a failure at my end, it is rescheduled or refunded in full. If your connection fails, we move to the backup arrangement agreed in advance, usually a phone call, so the session continues.

Illness, bereavement and true emergencies are handled with discretion rather than by rule. Tell me what has happened and we will find a fair solution.

Where cancellations become a pattern, I will raise it with you, usually because it is telling us something about the work rather than about your diary. Continued cancellation may mean releasing your regular slot to another client.

Holidays and planned breaks are entirely normal. Let me know in advance and we will decide together whether to hold your regular time.

If I need to cancel, you will be given as much notice as possible and the session will be rescheduled at your convenience without charge.

Eligible refunds are returned through the original payment method, normally within five to ten working days depending on your bank.