Services

Cancellation & Replacement Policy

1. Standard Cancellation Policy (Holidays, Planned Absence)

We require a minimum of 48 hours notice for all cancellations due to holidays, planned trips, or general absences.

Less than 48 hours notice: The full session fee will be charged.

No Show: Failure to notify us (a "No Show") will result in the full session fee being charged.

2. Sickness & Family Emergency Policy (Flexible Notice)

Notice Period: You may notify us up to 30 minutes before the scheduled session start time.

Fee: Failure to notify us within 30 minutes will result in a nominal RM 30 transport fee to cover the therapist's mobilization costs.

3. The Replacement Value Protocol (Securing Your Investment)

When a full session fee is charged due to a late cancellation or no-show, we ensure that your investment is not lost.

The Credit: The charged session fee is automatically converted into a 60-Minute Intervention Strategy Session Credit.

The Value: This credit provides a dedicated, virtual consultation with your therapist for in-depth parent coaching, supervision, or developing the next intervention roadmap.

Validity: This credit must be utilized by booking the consultation within 30 days of the original cancelled session date. After 30 days, the credit expires.

4. Communication Channel 

To ensure your cancellation is logged immediately and accurately, all cancellations MUST be communicated via WhatsApp to your therapist or the main office number.

5. Therapist Cancellation Policy

Should your therapist need to cancel a session, we will offer you one of the following:

A guaranteed make-up session OR a full refund for the session fee if a suitable replacement time cannot be mutually scheduled within one month.

Termination of Sessions

1. Client Initiated Termination

Provide a 1 month notice period (e.g., notify in May before June invoice is issued). For package clients, termination is assumed if a package is not renewed. We require parents to confirm their renewal with 3 sessions remaining to ensure a smooth transition. If clients request a refund for remaining sessions, a fee deduction equivalent to 2 weeks of sessions will be applied. 

2. Therapist Initiated Termination

We will provide the same notice as requested from clients. Termination of services may occur under the following circumstances: 

Chronic failure to pay fees, repeated breaches of attendance policy, safety concerns, and goal graduation.