1. Client Cancellations and Rescheduling

At Wintermind, we understand that circumstances can change. However, appointments reserve the therapist’s time exclusively for the client.

Cancellations made at least 48 hours in advance

Clients may cancel or request to reschedule an appointment provided that the request is received at least 48 hours before the scheduled appointment time.

Where a refund is requested, any non-refundable payment processing fee charged to Wintermind by the payment provider may be deducted from the refund amount.

Cancellations made within 48 hours

The full appointment fee will be retained, and no refund or credit will normally be provided.

2. Missed Appointments

If a client does not attend an appointment and has not cancelled it beforehand, the appointment will be treated as a no-show.

Missed appointments are non-refundable, and no replacement appointment or account credit will normally be provided.

3. Late Arrival

Clients should join their appointment at the scheduled start time. Where a client arrives late, the session will still end at the originally scheduled finish time so that later appointments are not affected.

Where the client arrives significantly late and there is insufficient time to conduct a meaningful session, the appointment may be treated as a missed appointment and will not be eligible for a refund.

4. Payment Processing Fees

Where a client is eligible for a refund following a cancellation made at least 48 hours in advance, Wintermind may deduct the actual non-refundable payment processing fee charged by its payment provider.

Payment processing fees can vary depending on the card type, payment method, country and payment provider. Wintermind will only deduct the actual fee incurred where that fee is not returned to Wintermind.

This example is for illustration only. The actual amount deducted will depend on the processing fee charged for the original transaction.

5. Therapist or Wintermind Cancellation

If a therapist or Wintermind needs to cancel an appointment, the client will be contacted as soon as reasonably possible.

The client may choose to:

• Reschedule the appointment with the same therapist at no additional cost;
• Book an appointment with another suitable therapist, subject to availability; or
• Receive a full refund of the amount originally paid.

Wintermind will absorb any applicable payment processing fee where the cancellation was not caused by the client.

6. Exceptional Circumstances

Wintermind understands that serious emergencies and exceptional circumstances may arise. Requests for an exception to this policy may be considered on a case-by-case basis.

Supporting information or evidence may be requested where appropriate. Any exception is granted at Wintermind’s discretion and does not create an automatic entitlement to a refund.

7. Refund Timescales

Approved refunds will be returned to the original payment method. Refunds are normally submitted by Wintermind within 5–10 business days.

The time taken for the funds to appear in the client’s account may depend on the client’s bank, card issuer or payment provider.

8. How to Cancel or Reschedule

Clients should cancel or reschedule their appointment using the link provided in their booking confirmation, through their appointment dashboard where available, or by contacting Wintermind.

The cancellation request must be received by Wintermind before the applicable 48-hour deadline.

9. Acceptance of this Policy

By booking and paying for an appointment through Wintermind, the client confirms that they have read, understood and agreed to this Cancellation and Refund Policy.