Refund & Cancellation Policy

Last updated: 15/09/2025

CatalystCare – Refund & Cancellation Policy

We aim to provide a transparent and fair cancellation and refund process for our clients.

1. Client-Initiated Cancellations

  • Bookings cancelled 24 hours or more before the scheduled session time will be refunded in full.
  • Bookings cancelled less than 24 hours before the session start time may be subject to charges equivalent to the full session fee.

2. Rescheduling of Sessions

  • Clients may request to reschedule their appointment at least 12 hours in advance.
  • Reschedule requests made within 12 hours may be treated as late cancellations and may not be eligible for rescheduling.

3. Refund Timelines

  • Approved refunds will be credited back to the original payment method within 7–10 business days.
  • Refund processing times may vary depending on your bank, card issuer, or payment service provider.

4. Cancellations by Counselors

  • In the unlikely event that a Counselor cancels a confirmed session, clients will receive either:
  • A 100% refund of the amount paid, or
  • The option to reschedule at no extra charge.

5. No-Show Policy

  • If a client fails to attend a booked session without prior notice, it will be treated as a completed session, and no refund will be applicable.