Our therapists dedicate time exclusively for each appointment. Please read the following terms carefully before booking your session.
💙 We understand that life can be unpredictable. If you are unable to attend your appointment due to a genuine emergency, please inform us as soon as possible. We will review your request with empathy and, where appropriate, offer a refund or reschedule your session — subject to our Booking & Cancellation Policy.
1. Booking Confirmation
- All counselling and wellness sessions are subject to therapist availability.
- Your appointment is confirmed only after successful payment (where applicable) and receipt of a confirmation email or SMS from HelpMe.
- Clients are requested to join online sessions or arrive for in-person appointments at least 5–10 minutes before the scheduled time.
2. Rescheduling Policy
We understand that unforeseen situations may arise.
- Appointments may be rescheduled up to 24 hours before the scheduled session without any additional charges, subject to the therapist's availability.
- Requests made less than 24 hours before the appointment may not be eligible for free rescheduling and will be considered on a case-by-case basis.
3. Cancellation Policy
By the Client
- More than 24 hours before: Eligible for a full refund or a one-time complimentary rescheduling.
- Less than 24 hours before: Booking fee is generally non-refundable. Genuine emergencies may be considered at HelpMe's discretion.
- No-Show: If a client does not attend without prior notice, the appointment is treated as a no-show and no refund will ordinarily be provided.
By the Therapist
If a therapist is unable to conduct a scheduled session due to illness, unforeseen circumstances, or any professional emergency:
- The client will be informed as early as reasonably possible.
- The appointment may be rescheduled at a mutually convenient time.
- If rescheduling is not suitable, the client may choose to receive a full refund of the consultation fee.
4. Emergency Situations
We understand that genuine emergencies can occur. Examples include:
- Medical emergencies or hospitalisation
- Serious accidents
- Bereavement in the immediate family
- Natural disasters
- Technical failures beyond reasonable control
In such situations, HelpMe will review each request compassionately and, where appropriate, may offer a full refund, a credit towards a future appointment, or rescheduling without additional charges. Supporting documentation may be requested where appropriate.
5. Technical Issues During Online Sessions
If an online session is disrupted due to technical issues beyond the client's or therapist's control, reasonable efforts will be made to reconnect and continue the session. If the session cannot be completed, the remaining time may be rescheduled or an alternative solution may be offered based on the circumstances.
6. Late Arrival
Clients arriving late may receive only the remaining portion of their scheduled appointment to avoid delays for subsequent clients. If the delay is significant, the therapist may need to reschedule the session, and the standard cancellation policy may apply.
7. Refund Policy
Where a refund is approved:
- Refunds will be processed to the original payment method.
- Processing timelines may vary depending on the payment provider or bank.
- Transaction or payment gateway charges, where applicable, may be deducted if permitted under applicable law and payment provider policies.
8. Slot Hold Policy
When you select a time slot, it is temporarily reserved for 10 minutes to allow you to complete payment. If payment is not completed within this window, the hold is released and the slot becomes available to other users. In such cases, you will be offered the next nearest available slot at no extra charge. We recommend completing payment promptly after selecting your preferred time.
9. Wellness Workshops, Programs & Group Sessions
Registrations for workshops, retreats, wellness camps, yoga sessions, and group programs may have separate cancellation and refund terms, which will be communicated at the time of registration.
10. Client Responsibilities
Clients are requested to:
- Provide accurate contact information.
- Attend appointments on time.
- Ensure a private and quiet environment for online sessions.
- Inform HelpMe promptly if they are unable to attend.
- Treat therapists and staff with courtesy and respect.
Our Commitment:
At HelpMe, we understand that emotional wellness journeys require flexibility, empathy, and trust.
While we strive to maintain fair scheduling practices for both clients and therapists,
we will always endeavour to handle genuine emergencies with compassion and professionalism.