Missed and Cancelled Appointments

Did Not Attend (DNA) Appointments
A DNA appointment is a planned appointment which is not attended by a client without notice given. No refunds will be given for any missed appointments without contact. For a new appointment to be made, a new booking and payment will need to be made at https://oliviakellerwellbeingservices.as.me/schedule.php.

Late Attendance
In the event a client attends a scheduled call and are up to 30 minutes late for an appointment, the counselling call can go ahead, however the appointment will not be extended and no refund for the missed time will be given. The video call will remain active for 30 minutes following the appointment time. After this time the counsellor will leave the call and the appointment will be classed as missed. Please make every effort to let the counsellor know if you are running late by emailing olivia@oliviakeller.co.uk.

Cancelled (CNA) Appointments
A CNA appointment is a planned appointment whereby notice has been given that a client is no longer able to attend. If you must cancel your appointment, please send an email to olivia@oliviakeller.co.uk. For a refund of the fee paid for your booked counselling appointment, the cancellation must happen more than 24 hours ahead of time. No refunds will be issued for appointments that are cancelled within 24 hours of the scheduled appointment. A new payment will need to be made in order to progress with counselling.

If you end counselling after having booked multiple sessions in advance you will not receive any refund for the package of sessions.

Olivia Keller Wellbeing Services may be able to adjust the time or date of the appointment without incurring a charge, dependent on availability and notice given. Please contact olivia@oliviakeller.co.uk to discuss this. 

Exceptional Circumstances
We acknowledge that there may be times, under exceptional circumstances and emergencies, where prior contact is not possible regarding a scheduled appointment. If you believe that you have exceptional circumstances please discuss this with us.

Therapist Cancellations
There may be a time when your therapist will need to cancel or rearrange an appointment due to illness, emergencies or circumstances outside of their control. In this instance, Olivia Keller Wellbeing Services will attempt to contact you to inform you of the cancellation and will give you the option of rebooking for free or having a full refund for the session.

Non Payment of Session Fees
If a session is not paid for, Olivia Keller Wellbeing Services reserve the right to recover the costs through court proceedings.

Policy Review
The pricing policy was reviewed in January 2025 and will be reviewed next in August 2025.