Cancellation & Refund Policy

Waihi Counselling & Co Services

Last updated: 6 January 2026

At Waihi Counselling & Co Services, we value both your time and the time of our counsellors. This policy explains how cancellations, rescheduling, and refunds are managed so we can provide reliable and consistent support to all clients.

1. Appointment Cancellations

1.1 Standard Cancellation Window

You may cancel or reschedule your appointment up to 24 hours before your scheduled session at no cost.

1.2 Cancellations Within 24 Hours

If you cancel less than 24 hours before your appointment, the full session fee may apply.
This is because the appointment time has been reserved for you and is usually unable to be filled at short notice.

1.3 Same-Day Cancellations and No-Shows

You will be charged 100% of the session fee if you:

Do not attend your appointment (no-show), or
Cancel on the same day as your appointment

We understand emergencies can occur. Please contact us as soon as possible, as fees may be waived at our discretion.

2. Rescheduling Appointments

You may reschedule your appointment more than 24 hours in advance without penalty.
If rescheduling occurs within 24 hours, the cancellation policy applies.

3. Refunds

3.1 Prepaid Sessions

If you have prepaid for a session and cancel more than 24 hours in advance, you may choose:

A full refund, or
A credit applied to a future booking

3.2 Refunds Not Offered

Refunds are not provided for:

No-shows
Same-day cancellations
Cancellations made within 24 hours (unless waived at our discretion)

3.3 ACC and Other Funded Services

ACC-funded sessions are managed in line with ACC cancellation requirements, which may differ from this policy.
Clients must meet ACC requirements to remain eligible for funding.

For other funded services, cancellation and refund conditions may vary. Please speak with your counsellor for further information.

4. Emergency or Exceptional Circumstances

We recognise that unexpected situations can arise.
In cases such as illness, medical emergencies, or significant personal circumstances, cancellation fees may be waived at our discretion.

Please contact us as soon as possible if this applies to you.

5. Cancellations by Waihi Counselling & Co

Services

If we need to cancel or reschedule your appointment due to:

Illness
Emergencies
Counsellor unavailability
Weather or safety concerns
Operational issues

You will be offered:

A rescheduled appointment, and/or
A full refund for prepaid sessions

We will always aim to provide as much notice as possible.

6. How to Cancel an Appointment

You can cancel your appointment using any of the following methods:

Contact your counsellor directly via phone, text, or email
Website booking system

Contact details:

Sarah Davis — Phone: 022 122 0693
Inger-Ann Fagerland — Phone: 021 137 4994

Cancellations are effective from the time they are received.

7. Agreement

By booking a session with Waihi Counselling & Co Services, you confirm that you have read, understood, and agree to this Cancellation & Refund Policy.