Booking Terms
& Conditions

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

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; or
• 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. 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.

9. 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.