Cancellation & Refund Policy

Cancellation & Rescheduling

At LAYA – Centre for Emotional Wellbeing, we deeply value the time, emotional investment and commitment involved in therapy and wellness work. Every appointment reserves a dedicated time slot that cannot always be reassigned at short notice.

This policy applies to all services booked with LAYA, including psychotherapy, couple therapy, hypnotherapy, yoga, breathwork, relaxation, meditation and integrative wellness sessions.

Cancellation Policy

• A minimum of 12 hours’ notice is required to cancel a scheduled session.
• Cancellations made less than 12 hours before the appointment may be charged fully.
• For active packages, late cancellations may be counted as a used session with no refund, rollover or replacement.
• Repeated late cancellations may require fixed-slot bookings or advance payment for future appointments.

Rescheduling Policy

• Sessions may be rescheduled up to 12 hours before the appointment, subject to availability.
• Rescheduling requests within 12 hours of the appointment may be treated as late cancellations.
• Each booking/package may allow up to two reasonable rescheduling requests, subject to availability.
• Frequent rescheduling may require booking a new session or paying a rescheduling fee.

Late Arrival & No-Show Policy

• Sessions will end at the originally scheduled time even if the client joins or arrives late.
• If a client is more than 15 minutes late without prior notice, the appointment may be treated as a no-show.
• No-shows are non-refundable and non-reschedulable, including package sessions.
• Consistency is important for therapeutic and wellness outcomes, and frequent late arrivals may be discussed as part of the process.

Extended Session Policy

• If a session extends beyond 10 additional minutes, an extra fee may apply depending on therapist/trainer availability.
• Any extension will be discussed with you before continuing.
• Extended sessions are not guaranteed and depend on the next scheduled appointment and professional availability.

Refund Policy

• Completed sessions are considered professional services delivered and are non-refundable.
• If you cancel with at least 12 hours’ notice, you may request rescheduling or a refund where applicable.
• Gateway/payment processing fees, if any, may be deducted from refunds.
• Cancellations within 12 hours, no-shows and late-cancelled package sessions are not eligible for refund.
• If LAYA cancels a session, you may choose a full refund or rescheduling at no additional cost.
• Approved refunds may take 7–10 business days to reflect, depending on the payment provider/bank.

Package Policy

• Packages are non-transferable.
• Packages become non-refundable once commenced.
• Missed, no-show or late-cancelled sessions may be counted as used.
• Packages must be completed within the communicated validity period.