Refund policy

This policy explains when you can get your money back, and how. It sits alongside our Terms of Service.

If you are unsure where you stand, write to info@wessemblycounsellors.com or call 0806 481 1519 before your session. We would much rather talk to you than have you lose a payment.

Counselling sessions

More than 24 hours before your session. You can cancel or move it yourself, from your dashboard. If you move it, your payment moves with the session and there is nothing further to pay. If you cancel outright, write to us and we will arrange the refund.

Within 24 hours of your session. The site will not let you cancel or move it at this point, because the counsellor's time is already set aside for you. Contact us. Where the reason is something none of us could have helped — illness, a bereavement, an emergency — tell us and we will do what we can.

If you do not attend and did not tell us. The session is treated as having taken place.

If we cancel. If we have to cancel or move a session, you choose: another time, or your money back in full.

Courses

A course gives you all of its material as soon as you are enrolled, so it is not like a physical item that can be sent back.

If something is wrong — the course is not what was described, a lesson will not play, the material is not what you were promised — tell us. Where we cannot put it right, we will refund you.

If you have simply changed your mind, write to us and we will look at it, taking into account how much of the course has been watched.

Gifts

Before it is claimed. The person who paid can ask for a refund at any time before the recipient claims the gift.

After it is claimed. Once the recipient has claimed the course and can see the material, the course section above applies, and the request has to come from the person who paid.

If it expires. An unclaimed gift expires 90 days after it is sent, and the link stops working. Contact us if that happens — a gift nobody ever received is not something we want to keep money for.

How a refund reaches you

Refunds go back to the card or account the payment came from. We cannot send one anywhere else; that is a rule of the payment system rather than ours, and it exists to protect you.

We approve refunds through Flutterwave, our payment processor. Once we have, how quickly it reaches you depends on your bank rather than on us. If ten working days pass and you have not seen it, contact us with your payment reference — it is on your confirmation page and in the email we sent you — and we will chase it.

Where only part of a payment should come back, we can refund part of it. You will never be refunded more than you paid.

Asking for a refund

Write to info@wessemblycounsellors.com with your name, your payment reference and what you would like to happen. We will reply and tell you what we can do.