At LAYA - Centre of Emotional Wellbeing, we deeply value the time, emotional investment and commitment involved in the therapeutic process. Our goal is to provide consistent, uninterrupted care while also respecting the time of our therapists and other clients seeking support.

To ensure fairness and smooth scheduling for everyone, the following policy applies to all sessions booked with LAYA, including single sessions and multi-session packages.

🛑 Cancellations Policy

We understand that unforeseen circumstances can arise. However, because therapy sessions involve reserved, non-transferable time slots:

• A minimum of 12 hours’ notice is required to cancel a scheduled session.
• Cancellations made less than 12 hours before the session will be charged the full session fee.
• For clients on 3-session or 6-session packages, late cancellations will result in the session being counted as used, with no refund or rollover.
• Repeated late cancellations may lead to a review of your booking eligibility and may require fixed-slot bookings going forward.

🔄 Rescheduling Policy

We are happy to accommodate rescheduling requests when sufficient notice is provided:

• Sessions may be rescheduled up to 12 hours before the appointment, subject to therapist availability.
• Rescheduling requests within 12 hours of the session time will be treated as a late cancellation, and the same fee or package deduction will apply.
• To ensure fairness, each booking or package allows up to two complimentary reschedules. Further rescheduling requests may require:
  • A rescheduling fee, or
  • Booking a new session altogether.

⏰ Late Arrival & No-Show Policy

To ensure fairness to all clients:

• Sessions will end at the originally scheduled time, even if you arrive late.
• If you are more than 15 minutes late without prior notice, the session may be marked as a no-show, and the full session fee will be charged.
• No-shows are non-refundable and non-reschedulable, including for package sessions.
• Frequent late arrivals may be discussed as part of the therapeutic process, as consistency is essential for effective outcomes.

⏳ Extended Session Policy

Occasionally, a session may naturally require additional time:

• If a session extends more than 10 minutes beyond the standard duration, and both client and therapist agree to continue, an additional fee may apply.
• You will always be informed in advance, and your explicit consent will be obtained before extending the session.
• Extended sessions are subject to therapist availability and may not always be possible.