Payment & Cancellation Policy
Therapy With Whitney
Last updated: 26 October 2026
1. Introduction
At Therapy With Whitney, appointments are reserved specifically for you.
This policy explains payment arrangements, cancellations, rescheduling and refunds for online psychotherapy, EMDR therapy and EMDR intensive services.
Please read these terms before booking.
Nothing in this policy excludes or restricts your statutory consumer rights.
2. Fees and payment
The applicable appointment fee will be displayed at the time of booking or confirmed before the appointment is agreed.
Payment for standard psychotherapy and EMDR therapy appointments is required at least 48 hours before the scheduled appointment, unless otherwise agreed.
For appointments booked with less than 48 hours' notice, payment is due at booking.
Where agreed in advance, clients may pay for a block of sessions.
Payments are made using the payment methods offered by Therapy With Whitney.
3. Standard appointment cancellations
If you need to cancel or reschedule a psychotherapy, EMDR therapy or standard consultation appointment, please provide at least 48 hours' notice.
Where at least 48 hours' notice is provided, you may choose to:
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Reschedule your appointment.
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Apply the payment towards another appointment.
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Receive a refund of the payment for the cancelled appointment.
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Appointments cancelled with less than 48 hours' notice, or missed without notice, may incur a reasonable cancellation charge of up to the full session fee.
Any charge will reflect the circumstances, including appointment time that cannot reasonably be reallocated and any loss arising from the cancellation. Charges will not be imposed as penalties.
Exceptional circumstances may be considered individually.
4. Late arrival
If you arrive late, your appointment will normally still go ahead but will finish at the originally scheduled time.
It is not usually possible to extend the appointment because other clinical commitments may follow.
The agreed session fee remains payable, subject to applicable consumer rights.
If I am responsible for a delayed or shortened appointment, an appropriate adjustment, alternative appointment or refund will be offered.
5. Free introductory calls
Free 20-minute introductory calls are offered without charge.
If you are unable to attend, please cancel or rearrange your appointment as soon as reasonably possible.
These conversations provide an opportunity to ask initial questions and do not replace a comprehensive clinical assessment.
6. EMDR Intensive Assessment
The EMDR Intensive Assessment is a 90-minute appointment costing £180, payable when booking.
The assessment explores your experiences, needs, treatment goals and suitability for intensive EMDR therapy.
Where an intensive is clinically appropriate, it also informs personalised treatment planning and preparation resources.
The assessment is a standalone professional service. Booking it does not guarantee that intensive EMDR will be recommended.
If intensive EMDR is not suitable, or you choose not to proceed, you are not obliged to purchase an intensive day.
The assessment is subject to the standard 48-hour cancellation policy.
7. EMDR Intensive Package
The complete EMDR Intensive Package costs £1,095, including:
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A 90-minute comprehensive assessment.
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Personalised treatment planning and appropriate preparation resources.
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Four 75-minute therapeutic blocks during the intensive day.
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Two 15-minute breaks and a 45-minute lunch break.
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Integration and post-intensive guidance.
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A 50-minute follow-up appointment, usually approximately two weeks later.
Payment is divided into two stages:
£180: Payable when booking the initial assessment.
£915: The remaining balance, payable no later than seven days before the confirmed intensive day.
The initial £180 is included within the £1,095 total and is not an additional charge.
An intensive day will only be arranged once clinical suitability has been considered and the appointment date and relevant terms have been agreed.
8. EMDR Intensive cancellations
Please provide at least seven full days' notice if you need to cancel or reschedule your intensive day.
Where at least seven days' notice is given, you may choose to:
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Reschedule your intensive day, subject to availability.
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Receive a full refund of the £915 intensive-day balance.
The initial £180 assessment payment is governed by the separate assessment cancellation terms and is not automatically refunded when a completed assessment is followed by cancellation of the intensive.
Where less than seven days' notice is provided, reasonable cancellation charges may apply.
Any charge will take account of preparation already completed, the time reserved, the ability to reallocate the appointment and any actual loss arising from the cancellation.
Any amount not reasonably retained will be refunded.
Requests to reschedule within seven days will be considered individually, including any reasonable costs arising from the change.
9. Clinical suitability and changes to treatment
Intensive EMDR is subject to assessment and ongoing clinical judgement.
Treatment may need to be adapted, paused or discontinued where clinically appropriate.
If the planned intensive cannot proceed, any payment adjustment or refund will be considered fairly, taking account of the circumstances, services already provided and applicable consumer rights.
No specific therapeutic outcome can be guaranteed.
10. Cancellation by the therapist
If I need to cancel an appointment, I will offer an alternative appointment where possible or a refund for the service not provided.
If an intensive day is cancelled because I am unavailable, you may choose an alternative date or an appropriate refund for services not provided.
11. Refunds
Approved refunds will normally be returned to the original payment method.
Refunds will be arranged without undue delay and within any period required by applicable law.
12. Insurance-funded appointments
Where appointments are funded by an insurance company or employee assistance provider, additional authorisation and payment arrangements may apply.
Any relevant client responsibility for fees will be explained before treatment begins.
13. Your statutory rights
Nothing in this policy affects rights provided by applicable consumer legislation.
Any statutory cancellation rights that apply to a particular booking take precedence over these terms.
Where legally required, additional information about cancellation rights, exceptions or services beginning during a cancellation period will be provided before the booking is completed.
14. Contact
For payment, cancellation or rescheduling enquiries, please use the contact details in your booking confirmation or email: