Refund and Cancellation Policy

1. Cancellation Fees & Refunds

Late Cancellations (Less Than 24 Hours' Notice)

• 50% of session fee will be charged, and the remaining 50% will be refunded (if pre-paid) or waived (if unpaid).

• Example: If a S$200 session is cancelled 12 hours in advance, S$100 is forfeited; S$100 is refunded.

No-Shows (Missed Session Without Notice)

• 100% of session fee is forfeited. No refund will be issued for pre-paid sessions.

Emergency Exceptions

• Full refunds or waivers may be granted for:

  • Hospitalization (with medical certificate).

  • Bereavement (immediate family).

  • Other emergencies (at therapist’s discretion).

2. Refund Processing

• Timeline: Refunds (if applicable) will be processed within 5 business days via the original payment method.

• Partial Refunds: For pre-paid session packages, only unused sessions (minus late fees) will be refunded.

3. Non-Refundable Services

• Completed sessions (even if unsatisfied).

• Gift vouchers/promotional packages (but transferable to another person).

4. How to Request a Refund

Email ken@mattersoftheheart.me with:

• Your full name and session date.

• Reason for cancellation.

• Payment receipt (if applicable).